Renault Nissan Technology & Business Centre India - Head - Customer Quality & Training

Looking Candidates from AUTOMOBILE INDUSTRY only.

HEAD Customer Quality & Training

Work Location - Gurgaon

This role is responsible for achievement of very important corporate KPIs like customer satisfaction KPIs (SSI, CSI, VOC management) and ensuring the availability of trained manpower at dealer Network

Sales Satisfaction Index (SSI) -Among Top 3 OEM in External Survey

. Customer Service Index (CSI)- Among Top 5 OEM in External Survey External Survey: JD Power Syndicated survey

- Full SOP implementation at Dealers

(S-DOS/ AS-DOS)

- Periodic survey to see real situation for analysis

(Monthly local survey)

- Motivation for performing dealers

(Quality Incentive)

- Direct support to bottom performing dealers

(Mentor Program, Service consistency Program).

- Satisfaction recovery for dissatisfied customers

(Customer Connect program)

- Confirm Sales process adherence at dealerships

(Mystery Audit)

Customer complaint Management :

Complaint per - 000 vehicle sold: 5

Complaint per - 000 vehicle serviced: 20

Average resolution time: 3 days

- VOC management & systematic escalation process

- Special management for Executive & Social media complaints

- Periodic review with Sales & Service teams for timely closure

- Regional convention with dealer Sales, Service & CR Manager

Call Centre operations :

Abandon ratio: Less then 5%

Quality: more than 90%

- Overseeing the management of call centre

- Monthly review

Training (Sales, Aftersales & technical)

New Product Trg: Prior to SOS

Sales Consultant trained: 90%

Service Advisor: 90%

Technician: 60%

- Overall Management of Nissan & Datsun Academy

- Oversee the upkeep, utilisation & Efficiency of training centre

- Expansion of Training reach & coverage for dealers

- Encouraging the use of innovative tools & ideas for training & development

- Review of training contents & review with training vendors

- Wearing the hat of trainer from time to time.

- Monitoring Dealer Manpower attrition & taking actions.