Regional Customer Service Manager (RCSM) - Passenger Vehicle

Position Title: Regional Customer Service Manager (RCSM)
Experience Required: 8- 10 Years.
Location: Bengaluru

Key Performance Indicators

• Achievement of business targets (customer satisfaction, revenue (e.g., workshop hours, parts, accessories), profitability for the Region
• Working knowledge of Body shop operations in automotive sector
• Successful delivery of business improvement and change
• Delivery of key client programs or initiatives (e.g., Service Plans, EVHC (Electronic Vehicle Health Check), RFT, menu pricing, Customer First) to target
• Knowledge of Service marketing activities
• Relationships with retailer aftersales managers and DP
• Relationships with client colleagues working in the same geographic Region
• Relationships with client colleagues (NSC/Importer, Global)

Key Accountabilities and Responsibilities

Leads a focus on customer loyalty and advocacy.

• Works with retailer managers to actively develop a customer-focused culture, which delivers high levels of customer loyalty and advocacy.
• Works with retailers to review data on aftersales customer satisfaction (e.g., NPS, Mystery Shop) and use it to make improvements to the customer experience Supports the retailer to deliver outstanding customer service by getting involved to support the resolution of complex or important customer issues (for example by liaising with the NSC to obtain support on a specific technical issue or meeting with a customer to represent client)
• Champions the retailer into the NSC or Importer and achieve a ‘win win’ outcome which delivers benefits for both the retailer and client.

Manages performance.

• Works with retailer managers to agree annual targets for the aftersales team (customer satisfaction, revenue, profitability) with related business incentives, to reflect market potential and client plans 
• Provides benchmark performance data (average, top quartile etc.) and uses it to demonstrate success or illustrate the scope for improvement.
• Monitors the performance of the retailer against targets, using a wide range of client reports and tools (e.g., NPS, Scorecard, Composite)
• Analyses performance data (e.g., workshop efficiency data, NPS data) and uses an understanding of best practice and a commercial mind set to identify opportunities to improve performance.
• Communicates improvement opportunities to retailer managers to demonstrate the commercial opportunity and secure agreement to the changes that are required.
• Proactively follows up retailer action plans to deliver agreed improvements in business performance.
• Coaches and supports retailer managers to help them analyze aftersales performance data to identify opportunities for improvement and implement effective change.
• Maintains data and completes reporting on retailers in own Region, in accordance with NSC/ client standards and formats.
• Liaises with retailer managers to respond to requests for data from the NSC

Monitors performance against CLIENT Franchise Standards

• Monitors the retailer’s implementation of Corporate Identity and Facility Standards (e.g. signage, environmental practices) and highlights corrective action if this is required. 
• Coaches and supports retailer managers to develop the capability and performance of their teams; ensures that the retailer is fully compliant with client competency and training requirements
• Works with retailers to review the outcomes from Retailer Standards audits and implement any corrective action which is required

Supports the implementation of Client initiatives and programs by the retailer

• Communicates and supports retailers to implement key client business indicatives and technologies (e.g., Service Plans, EVHC, RFT, Extended Warranties, Accessory Programs, Menu Pricing, Customer First) which are being rolled out by the NSC
• Provides coaching to aftersales teams to support specific initiatives (e.g., use of aftersales systems such as TOPix, RPTK, DDW and SDD)  

Drives a focus on continuous improvement.

• Supports retailer managers to identify improvement opportunities by sharing best practice ideas and providing coaching using improvement techniques (e.g., root causing)
• Works with aftersales teams, using best practice tools (e.g., the client Service Core Process and Toolkit) to identify opportunities for improvement.
• Supports the retailer to develop new aftersales business
• Works with retailer managers to ensure client aftersales marketing activity is successfully implemented by the retailer. Ensures that leads from client prospecting activity are successfully followed up by the retailer 
• Uses an understanding of retailer marketing and CRM best practice to identify ways in which the retailer can develop new business and summarize these in a Retailer Marketing Plan
• Monitors delivery of the Marketing Plan and coaches/supports retailer managers to addresses any shortfalls against planned activity and outcomes
• Coaches and supports retailer managers to implement new approaches to marketing/CRM and evaluate the business benefits of these tactics

Supports medium term business planning

• Liaises with the NSC or Importer Franchise Development team to maintain an understanding of the Franchise strategy for the Region, and input to the work of this team
• Works with the Sales Manager and Retailer Principal to develop a medium-term Business Plan for the retailer, drawing upon data from the Network Development Plan and Composite
• Uses a good understanding of the national and local marketplace and client product plans to guide medium term planning by the Retailer Principal and Sales Manager to support future volumes – for example by reviewing workshop capacity or technician team structures or capability

Team working

• Acts as an ambassador for the client brands; role models the client Customer First Behaviors in all aspects of the role
• Works with other client Regional Managers (e.g., Regional Business Managers and Regional Technical Managers) to deliver a ‘joined up’ approach to retailers and optimize the performance of the Region
• Maintains positive and influential relationships with NSC teams and client Global teams, to input feedback from customers/retailers and influence planning.
• Undertake any other work as directed by their line manager in connection with their job as may be requested from time to time.

Key Interactions

• Retailer Management team
• Key Retailer Staff
• Field Manager/ Commercial Manager, NSC
• RPMs from sales
• CRC
• NSC Technical team
• Clients (only in case of escalated concerns)

Knowledge, Skills and Experience

Essential:

Hard Skills:

• Experience of 8 to 10 years
• Experience in managing Automotive retailer operations for aftersales

Soft Skills:

• Ability to work independently and proactively, taking full ownership and responsibility for own work; fully invested in achieving a successful result.
• You view things as a team rather than individual project level, considering the wider team needs.
• Strong interpersonal/communication skills, including ability to manage/lead/support retailer relationships and communicate effectively at all levels.
• Good influencing skills.
• Previous experience and background of Automotive retailer handling accompanied with a proven track record of successful delivery of KPIs
• Relevant degree or equivalent experience preferred / Relevant apprenticeship or equivalent experience preferred.

Desirable:

Hard Skills:

• Detailed working knowledge of Dealer Service Experience process
• Detailed working knowledge of Accessory programs
• Detailed working knowledge of retention programs
• Aftersales Marketing experience advantageous

Soft Skills:

• High Interpersonal Skills
• Presentation skills also important

Personal Profile

Essential:

• An individual with a customer first mindset who is easy to do business with and makes people feel special, driven to deliver experiences that are personalised, transparent and dependable.
• Someone who understands what our customers love; they are passionate about all things
• Someone who supports team unity, who actively develops and empowers other team members
• Someone with integrity & empathy who holds the customer experience above all else, even when it is challenged.
• Someone who embraces a growth mindset; resilient and enthusiastic who responds constructively to new ideas and inputs.
• Someone who understands their impact, who can work independently, is motivated by results, demonstrates tenacity, drive and perseverance with the ability to deliver solutions in a complex, highly demanding environment.
• An individual, who works independently, is results driven, demonstrating tenacity, drive and perseverance with the ability to deliver operational plans in a complex, highly demanding environment.
• An individual with the capability to combine a short term, pragmatic focus with medium term planning.
• A resilient and enthusiastic who responds constructively to new ideas and inputs.
• A good communicator with the ability to communicate complex ideas.
• A effective team player, actively develops and supports team members

Desirable:

• An individual with the ability to challenge existing thinking in a positive way whilst building credibility and trust through experience and personal style.

Place of work