Deputy Manager, Aftersales

Your major activities will include monitoring staff levels to ensure the appropriate number of staff is maintained, with compensation plans supporting a manageable level of employee turnover. You will also maintain awareness of competitive dealership actions such as pricing, campaigns, or network actions.

In terms of expected end results, you will be evaluated based on various key performance indicators (KPIs) including Aftersales Revenue, EW+DC Penetration, Loyalty ratio, Sales per unit, Service Absorption rate, Accessories Offtake, Parts sales volume, Dispersion Management ratio, and more. You will need to identify opportunities and performance gaps related to key revenue initiatives and review the performance of dealers and service advisors.

Additionally, you will be required to support in the development of outlet level annual business plans, monitor Dispersion Management, increase Network expansion in Tier 3 / Tier 4, explain Aftersales related marketing communication programs, review outlet service marketing plans, provide recommendations to enhance service marketing efforts, and support national efforts like annual roadside assistance programs and trade shows.

You will also be responsible for developing incentive programs to meet revenue and customer satisfaction targets, assisting in parts inventory management, providing benchmarking information to showcase potential areas of improvement, reviewing customer satisfaction scores, and addressing specific customer complaints in a timely manner.

Furthermore, you will need to ensure dealers have enough work bay capacity, work with dealers to ensure sufficient technician capacity, recruit dealership manpower as per guidelines, support training of Aftersales personnel, monitor HR practices to control attrition, and conduct periodic audits to ensure dealer compliance.

Other responsibilities will include supporting BPM dealers to improve operations, acting as a liaison between dealers and NSC for smooth operations, deploying special initiatives like Nissan Customer Way, visiting assigned dealers regularly, preparing Aftersales reports, and performing other tasks as required.

Location: Gurugram, Haryana, India.,