Customer Experience Management (Pratham) - Design and implement CEM frameworks to ensure “Right First Time” service delivery across all customer touchpoints.
- Develop VOC (Voice of Customer) programs, analyze feedback data, and drive actionable insights to improve NPS and CES.
- Ensure seamless integration of CRM, DMS, and contact center platforms for improved issue resolution TAT.
- Institutionalize service recovery loops and delight moments in the ownership lifecycle.
- Drive dealer capability development for consistent customer handling aligned with brand promise.
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Process Excellence – Bharat Benz Way (TQM Initiative) - Lead cross-functional Kaizens, QC Circles, and 5S/Visual Factory initiatives in Sales, Service, and Parts operations.
- Implement Total Quality Management (TQM) principles to enhance process stability and reduce customer defects/errors.
- Monitor process KPIs and lead root cause analysis for systemic improvements using tools like PDCA, FMEA, and Pareto.
- Align TQM practices with global Daimler benchmarks and ensure compliance with audit/quality gates.
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Sales and After-Sales Excellence - Drive initiatives to enhance dealer sales process efficiency, lead conversion, and customer onboarding.
- Benchmark and deploy best practices in parts availability, service scheduling, and turnaround time reduction.
- Monitor and improve KPIs like SSQ (Sales Satisfaction Quality), CSQ (Customer Satisfaction Quality), and Warranty cost.
- Collaborate with field teams to enhance uptime, customer retention, and service revenue.
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Project Management- New Initiatives - Lead and manage strategic projects in customer service transformation, digital enablement, or market-facing innovations.
- Develop and track project charters, timelines, resource plans, and risk mitigation strategies.
- Facilitate change management, training, and communication for smooth rollout of new initiatives.
- Report progress to senior management and ensure cross-functional stakeholder alignment.
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Brand Loyalty Management - Design and execute loyalty programs tailored to fleet operators, individual CV owners, and key accounts to drive repurchase.
- Analyze lifecycle touchpoints (sales, service, parts) to enhance customer stickiness and reduce brand switch-outs.
- Track loyalty KPIs including repurchase rate, brand NPS, and segment retention metrics.
- Partner with dealer teams to institutionalize structured loyalty campaigns (e.g., loyalty bonuses, tiered service programs).
- Conduct churn analysis and develop targeted win-back strategies for lost or inactive customers.
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Stakeholder & Network Engagement - Engage closely with regional managers, dealerships, and central teams to drive execution and feedback loops.
- Conduct performance reviews and capability building sessions for frontline teams and dealer staff.
- Represent customer and dealer voice in internal policy discussions and process design forums.
- Facilitate alignment between brand, marketing, and field execution teams for cohesive messaging and delivery.
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Digital & Analytical Enablement - Promote digitalization of customer touchpoints including self-service apps, IVR, and proactive alerts.
- Build dashboards and MIS for key performance metrics using tools like Power BI, Salesforce, SAP or in-house systems.
- Leverage data analytics for root cause identification, predictive service needs, and behavior-based segmentation.
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Compliance and Governance - Ensure adherence to safety, legal, and regulatory requirements in all service and customer interactions.
- Establish standard operating procedures (SOPs) and audit mechanisms for dealer and internal processes.
- Monitor execution against internal SLAs and customer charters.
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