Engagement Manager - Sales & Service Analytics - KPO/Auto/Manufacturing/FMCD

Engagement Manager - Sales & Service Analytics

"Driving business impact through Service & Sales Analytics

a) Demonstrable experience in Service Segmentation, Churn Analytics, Predicting Service Due Date, Cross Sell/Up Sell recommendation, Dealer Profitability Analytics, Under Charging/Over Charging, Part Failure Analytics, Parts Image Recognition, Workshop Productivity, Spare Parts Forecast & Inventory Management, Warranty Claim Analytics, Insight generation, Conversion Rate Optimization, Personalization, Enquiry/Funnel Conversion Analytics, Propensity to Win, Spend Analytics, Customer Journey Optimization, Customer Call Voice AI, Chatbot etc. and possess a solid understanding of the sales and service ecosystem

Business Engagement :

a) Establishes new engagement and communications with Service and Sales teams to understand and define requirements. Proactively identify new opportunities that can deliver business impact. Work in partnership with Service Strategy team and Auto Digital Center (IT) team, leveraging our investments in SFDC, Sales Cloud, Service Cloud, Deaer Management System etc.

b) Manage stakeholder expectations and maintain focus on overall deliverables for the business

c) Engage in Cross Functional Teams & provide Strategic Insights to business functions

d) Good analytical and visual thinking skills, with the ability to identify business questions, pain points and opportunities, analyse quantitative and qualitative data, prioritize findings using different models, draw conclusions, and develop actionable recommendations

Driving analytics & Insighting Maturity :

a) Communication of insights that can guide actionable results through impactful insighting, story telling, data visualisation

b) Working closely with the businesses to identify and solve problems using internal and external (consumer) data, across sales, service, marketing, product planning, strategy, and other functions in Auto Sector

c) Cost savings identification through focused interventions on enhancing the algorithms and data maturity through different analytics tools & build strong engagement, analytical rigor and governance framework to deliver results.

d) Service dashboards for root cause analysis and experience in Qlik View, Qlik Sense, Power BI etc."