Area Manager
4 weeks ago
Join Royal Enfield as an Area Manager - Service and take on a challenging role that requires strategic thinking, leadership, and a passion for delivering exceptional customer experiences.
Job Summary:The Area Manager - Service will be responsible for driving dealer service performance in the region, leading the implementation of various service processes, and providing guidance on overall business operations. This role requires a strong understanding of service marketing, dealer service/parts operations, and territory/dealer management experience.
Key Responsibilities:- Create customer engagement plans based on market behavior and competition targeting areas with high potential and low customer turnover.
- Responsible for increasing after-sales service and thereby increasing customer market share.
- Responsible for workshop loading and achieving defined targets by number of job orders and service volumes.
- Identify individual customer needs and provide service to exceed expectations.
- Ensure customer satisfaction through quality and timeliness of work done for customers.
- Maximize customer loyalty and retention by ensuring customers receive constant care and attention.
- Manage all service department employees and monitor their performance.
- Publish customer engagement events organized by Royal Enfield to customers in advance to increase market hype.
- Organize service camps to increase service market share and monitor their efficacy centrally.
- Contribute to the development of a strategic business plan for spare parts, including market watch, channel partner visits, dealer visits, and competitor information.
- Ensure effective closing of customer complaints within the agreed timeline, feedback handling, and resolution - onsite.
- Lead Product Quality Reporting, including collecting Pre Delivery Inspection feedback from distributors and warranty claim parts audit.
- Create attractive schemes to cover target customers for service visits to the workshop.
- Inform customers via communication mediums like SMS and social media about the benefits of on-time periodic service, service reminders, and follow-up calls to increase revenues.
- Intimate customers about benefits on availing services like Road Side Assistance, insurance renewal, and Annual maintenance contracts of RE well in advance.
- Provide tips to customers on daily motorcycle care and maintenance.
- Conduct routine meetings via web or in-person to understand the ground reality and improve business among the aftersales regional retail team.
- Support the company in understanding current service customers' profile and expectations.
- Provide spare parts management support to Channel Partners and supportive interaction with the factory team.
- Ensure New Model Service Readiness via Service Training, Initial Parts Kit (planning & procurement), Tools & Equipments for new models, etc.
Bachelor's degree in Automobile or Mechanical Engineering.
7+ years of experience in a similar role.
Extensive service marketing experience.
Knowledge of dealer service/parts operations.
Territory and dealer management experience.
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