Retail Business Head

Job Description

Job Role: Retail Business Head

Division: Sales & Marketing

Function: COCO

Reporting into: National Sales Head

Level: Senior Manager/DGM/GM/Head

Purpose of the Role

Devise and implement plans for Sales/Service business, develop coverage through development of service infrastructure, sales network and increased site support, enhance customer satisfaction with the objective of ensuring Increased Sales and adequate aftermarket support for the business within defined the business strategy and budgets.

Span of Control

Total Employees to handle From 60 to 70
(including both on-roll & off-roll employees)

Education

Minimum Requirements:

Graduate in Engineering, Preferably with an MBA

Experience

Relevant Experience of 15-18 years 

Business Understanding

Good understanding of the market trends, customers, competitors and products, aftermarket support

Area of Responsibility

Annual Business Planning and Review

Analyze past performance and potential, draft targets for Sales, parts, and service location-wise with DSMs and Finance Manager finalize in consultation with the National Sales Head, monitor weekly and monthly inquiry generation, parts consumption and plan corrective actions accordingly.

In Order to achieve targets and control variance.

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Forecasting and Sales Promotion Plan

To survey the market and forecasts the sales for the month and accordingly ensure the stock and indent to VECV
Promotional activities with DSMs and devise and monitor the results. Approve ads and promotional activities at the dealership.
Planning field visits with DSMs and monitors the progress, evaluating reports from the DSMs. Day to day sales planning and execution.

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Finance and Payments

Monitor status of accounts receivable with Works Manager, Manager, and Retail Business Head, recommend deviation from credit policy in identified cases.
Helping customers in vehicle finance and liaison with financial institutes. A decision on a product discount
In Order to ensure 100% collection of receivables as per policy.

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Customer Satisfaction

Monitor response and resolution time with respect to customer service issues, coordinate with concerned works manager for effective closure if required coordinate between a customer and regional office for resolution on certain issues. 
Administration and upkeep of sales showroom, maintaining the sales process at every touchpoint
In Order to ensure high levels of customer satisfaction 

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Key Account Management

Monitor planned actions for identified key accounts with respect to aftermarket (parts & service) and finance issues, liaison between concerned people internally and the customers.
Monitor planned actions for identified key accounts with respect to sales and finance issue, liaison between concerned positions internally and the customer IN ORDER TO present a one-point contact for identified accounts
In Order to support the business case for an expansion of the COCO network.

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Expansion of Service Infrastructure

Identify opportunities for expansion of service infrastructure based on customer presence and potential, provide inputs for the feasibility study, provide inputs for investment plan in order to support the business case for the expansion of COCO Network

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Part Inventory and Availability

Monitor first pick for parts for branches suggest corrective actions to Parts Incharge. Seek market feedback, review parts sales performance report, understand parts localization requirements, develop and implement parts marketing campaigns, provide inputs on parts pricing periodically to central function and local alternatives available in the market, suggest and implement counteraction, provide discounts on bulk purchases to move slow-moving parts in Order to ensure increase parts Sales and availability of parts.

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Market Research and deal closure

Seeking Market feedback, review sales performance report, develop & implement sales and marketing campaigns; Suggest and implement counteraction.

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Service and Technician Agreements

Initiate and negotiate discussions with customers on the sale of agreements based on customer requirements, assess business potential, consult with the Regional Team to draft the agreement, close agreements

In Order to increase coverage in the market and ensure future sales.

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Service and Technician Agreements

Monitor number and value of claims rejected review and seek approval as per limits, seek National Sales Heads approval for the settlement of out of warranty claims.

In Order to ensure timely clearance of claims as per policy.

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Post Sales Service

Receive escalation cases on complaints from works managers, escalate to Regional Service Manager

In Order to resolve complaints.

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Workshop Management

Monitor workshop productivity and man-hour utilization

In Order to achieve service targets as per plan.

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Quality Management System

Coordinate between branches and other functions within aftermarket and auditors for ISO audit, review non-compliance and coordinate with concerned position holders to ensure closure of all non-compliances

In Order to comply with ISO requirements.

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People Management

Identify manpower requirements, seek approval, coordinate with HR for recruitment and selection, create training and development plans for the team and develop team competencies, prepare and review personal business plans for team members. 

In Order to develop a capable and motivated team of professionals.

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Administration

Responsible for correct entry of inquiries in DMS and ensure the timely updation. Status of cold, warm and hot inquiries.