Senior Manager - Channel Experience - BFS

The Channel Experience Manager is responsible for managing Net Promoter Score and overall excellence of all distribution channels of Finance business. He/She is expected to work closely with Zonal/Regional Sales Managers, Product managers, internal experience stakeholders (e.g. Operations) to provide the right support/investments to the channel for delivering goals.

Key Responsibilities :

- Understanding Car Finance category, shopper, customer and combine that with understanding of product plans to deliver in-market-excellence programs across all distribution channels

- Work with Channel heads on channel onboarding strategy and experience, conduct audits and improve the process on ongoing basis

- Manage a direct team of Experience Associates to control first 6 month of experience of any new onboarded channel; Ensure M1 to M6 channel churn within the BU-defined targets from time to time

- Work with NPS vendor on quarterly surveys, understand and analyze survey results, present findings to management and make regular plans for improvement

- Has to make sure the channel remains productive and live, he is going to be the voice of the Channel partners, improve processes and products for them for a great experience

- Would be managing Channel Experience for over 1000 DSA's / Channel Partners