Tata Motors - Key Account Manager

Job Responsibilities :

Sales Planning & Share of Business :

- Managing the Key Account portfolio of the Area Office/s by periodical evaluation and updation of KA pipeline;

- Study & analyze key customer's potential and future expansion plans for the territory;

- Engaging with customers to create demand and improve share of business.

Customer Engagement :

- Execute regular structured interactions with customer to understand their requirements towards sales & after-sales along with pro-active resolution of customer concerns;

- Execute promotional activities including service camps, Training Programs for Drivers & Mechanics & Customer Meets;

- Ensure customer relationship management by organizing regular interactions by Dealer Top Management with Key Customers.

- Implement the Key Account Initiatives like Portal usage, On-line payment, Reminder Module, Complaint Escalation Mechanism and Loyalty Program.

- Execute Loyalty Enrollment & Facilitate for Redemption

Customer Issue Resolution :

- To ensure prompt resolution of Customer Issues.

- Ensure usage of Key Account Customer Assistance Centre (CAC) by customer.

- Ensure seamless co-ordination with the Customer Care team for prompt resolution of concerns raised by Key Account Customer.

- Ensure development of infrastructure & system / processes at Channel Partners.

Market Intelligence :

- Maintain MIS for the state/s on regular basis;

- Track competition activities & formulate action plan to retain & enhance Key Customer base;

- Analyze Competition product performance and keep the internal team abreast of the happenings.

Education Qualifications : Engineering Graduate (B.E. / B. Tech) / MBA