Non-Mainly Manager # CxM & Sales Excellence DICV at Daimler Truck

Sriperumbudur, tamil nadu, India -

Full Time

Start Date

Immediate

Expiry Date

01 Jul, 26

Salary

0.0

Posted On

02 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience Management, Total Quality Management, Process Excellence, Sales Excellence, After-Sales Management, Project Management, Data Analytics, CRM Integration, Root Cause Analysis, Brand Loyalty, Stakeholder Engagement, Digital Enablement, Kaizen, 5S, Power BI, SAP

Industry

Motor Vehicle Manufacturing

Description

Customer Experience Management (Pratham) * Design and implement CEM frameworks to ensure “Right First Time” service delivery across all customer touchpoints. * Develop VOC (Voice of Customer) programs, analyze feedback data, and drive actionable insights to improve NPS and CES. * Ensure seamless integration of CRM, DMS, and contact center platforms for improved issue resolution TAT. * Institutionalize service recovery loops and delight moments in the ownership lifecycle. * Drive dealer capability development for consistent customer handling aligned with brand promise. Process Excellence – Bharat Benz Way (TQM Initiative) * Lead cross-functional Kaizens, QC Circles, and 5S/Visual Factory initiatives in Sales, Service, and Parts operations. * Implement Total Quality Management (TQM) principles to enhance process stability and reduce customer defects/errors. * Monitor process KPIs and lead root cause analysis for systemic improvements using tools like PDCA, FMEA, and Pareto. * Align TQM practices with global Daimler benchmarks and ensure compliance with audit/quality gates. Sales and After-Sales Excellence * Drive initiatives to enhance dealer sales process efficiency, lead conversion, and customer onboarding. * Benchmark and deploy best practices in parts availability, service scheduling, and turnaround time reduction. * Monitor and improve KPIs like SSQ (Sales Satisfaction Quality), CSQ (Customer Satisfaction Quality), and Warranty cost. * Collaborate with field teams to enhance uptime, customer retention, and service revenue. Project Management- New Initiatives * Lead and manage strategic projects in customer service transformation, digital enablement, or market-facing innovations. * Develop and track project charters, timelines, resource plans, and risk mitigation strategies. * Facilitate change management, training, and communication for smooth rollout of new initiatives. * Report progress to senior management and ensure cross-functional stakeholder alignment. Brand Loyalty Management * Design and execute loyalty programs tailored to fleet operators, individual CV owners, and key accounts to drive repurchase. * Analyze lifecycle touchpoints (sales, service, parts) to enhance customer stickiness and reduce brand switch-outs. * Track loyalty KPIs including repurchase rate, brand NPS, and segment retention metrics. * Partner with dealer teams to institutionalize structured loyalty campaigns (e.g., loyalty bonuses, tiered service programs). * Conduct churn analysis and develop targeted win-back strategies for lost or inactive customers. Stakeholder & Network Engagement * Engage closely with regional managers, dealerships, and central teams to drive execution and feedback loops. * Conduct performance reviews and capability building sessions for frontline teams and dealer staff. * Represent customer and dealer voice in internal policy discussions and process design forums. * Facilitate alignment between brand, marketing, and field execution teams for cohesive messaging and delivery. Digital & Analytical Enablement * Promote digitalization of customer touchpoints including self-service apps, IVR, and proactive alerts. * Build dashboards and MIS for key performance metrics using tools like Power BI, Salesforce, SAP or in-house systems. * Leverage data analytics for root cause identification, predictive service needs, and behavior-based segmentation. Compliance and Governance * Ensure adherence to safety, legal, and regulatory requirements in all service and customer interactions. * Establish standard operating procedures (SOPs) and audit mechanisms for dealer and internal processes. * Monitor execution against internal SLAs and customer charters.

Responsibilities

This role is responsible for designing and implementing customer experience frameworks and leading TQM initiatives to improve process stability. It also manages strategic projects, drives sales and after-sales excellence, and fosters brand loyalty through data-driven insights and stakeholder engagement.