Looking for City CEO/City Head for multiple locations for our start-up client in self-drive sector in car rental industry.

City CEO

Location - Pune / Ahmedabad / Chandigarh / Mumbai / Chennai

Overall role expectation

1. Setting up a city's operations from scratch (fleet, team, real estate, marketing)

2. End to end P&L responsibility for an entire city, including utilization of fleet

3. Responsible for ensuring optimal customer experience

4. Regular tracking of performance against key metrics and real time issue resolution / de-bottlenecking, as needed

5. Building a high performing operations team

Detailed job description

1. End to end P&L responsibility for an entire city. This entails:

Align with top management on monthly, quarterly, annual targets for the city, and delivering against them

Responsible for managing the overall city level budgets

Design and implement various marketing initiatives, in sync with the central marketing team

Design and implement various strategic tie-ups, alliances with corporates / institutional customers, in sync with the central BD team

Finalise the number / location of hubs, number / models of cars at each hub etc.

Ensure efficient operations, including

- On-time delivery and pick-up of cars

- Optimal delivery costs per trip through

- Compliance to SOPs and policies

- Timely onboarding of cars, including all papers, accessories etc.

- Overall asset maintenance and health of cars

2. Responsible for ensuring overall customer experience; through the city customer care head

Monitor customer satisfaction e.g. through feedback forms, mails, social media posts etc.

Monitor performance on key metrics e.g. on-time delivery, invoice to refund cycle, queue time for calls, percentage calls answered, percentage call backs etc.

Timely complaints resolution, where needed

Take corrective actions, making policy changes, where needed, in sync with the central operations team

3. Ensuring regular tracking of performance against key metrics and real time issue resolution / de-bottlenecking, as needed

Review performance of daily / weekly / monthly / quarterly dashboards

Conduct regular problem solving sessions to assess deviances from plans / address key issues, bottlenecks

Formulate action plans with the teams and ensure implementation against them

4. Building a high performing operations team

Lead the recruitment of key positions e.g. OPC, Customer Care Manager etc.

Set clear expectations and goals for the key roles i.e. OPC, Customer Care Manager

Maintain fairness and transparency in performance evaluations, incentives etc.

Provide sufficient training, coaching / feedback sessions and growth opportunities to individuals

Key interfaces within the organisation

- Immediate reporting to:Co-founders (CEO/COO)

- Peer level: City CEOs from other cities, Marketing / BD VP, Call Centre Head,HR Head

- Direct Reportees:City OPC, City Customer Care Manager

Requirements

- Education

MBA from a Tier 1 institute

- Experience

Minimum 3-5 years of experience in

- Tier 1 consulting firm, OR

- Operations role in industry, having P&L responsibility

- Key skills

Sharp problem solving skills

Strong analytical skills - should be able to interpret data / reports and develop action plans on their basis

Strong performance management orientation - needs to be results oriented and mobilize teams / resources to deliver on business goals

Team management - should- ve led teams of 20-30 people

Communication and presence - needs to be able to communicate effectively with his teams / organization, lead discussions / meetings with corporate / institutional customers etc.

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