Cluster Service Head Full Time NEW

Roles & Responsibilities of Cluster Service Head

Area of Responsibility

Key Activities/Elements The role requires an in-depth understanding of dealer service operations and customer engagement activities, along with business acumen and communication skills to deal independently with distributor top management.

Finance

• Deliver financial performance for the business – Orders, Topline & Bottom line.

Resource Planning

• Ensure Service & Parts Sales are resourced properly across the region, encouraging sharing and collaboration across regions.
• Carry out Aftersales business development activities and support branch workshops in assigned areas on various Service-related issues.

Team Leadership and Development

• Lead a talented, engaged, and high-performing team. Ensure team members are clear on objectives and are held accountable for deliverables.
• Lead and mentor a team of customer experience, technical specialists, and operations professionals.
• Lead 5-6 workshop setups in the territory.
• Foster a culture of innovation, collaboration, and accountability within the team.
• Provide coaching, feedback, and professional development opportunities to support the growth and success of team members.

Customer Satisfaction & Customer Experience Enhancement

• Build strong relationships with customers, maintain customer satisfaction at target levels, and promptly resolve customer issues.
• Develop and implement strategies to enhance the end-to-end customer experience across all touchpoints, from property search to post-sale support.
• Analyse customer feedback, market trends, and industry best practices to identify opportunities for improvement and innovation.
• Collaborate with cross-functional teams to align customer experience initiatives with business objectives and drive continuous improvement.

Digital Transformation

• Lead digital transformation initiatives to modernize processes, operations, and systems to meet the evolving needs of customers and stakeholders.
• Evaluate and implement digital tools and technologies to optimize Service marketing, and customer service operations.
• Champion a customer-centric culture by promoting digital literacy and adoption among employees and stakeholders.

Operational Efficiency

• Identify and address operational inefficiencies and pain points through process reengineering, automation, and workflow optimization.
• Establish key performance indicators (KPIs) and metrics to measure operational effectiveness and monitor progress toward goals.
• Drive a culture of continuous improvement by implementing lean methodologies and fostering collaboration across teams.

Data Analytics and Insights

• Utilize data analytics and business intelligence tools to derive actionable insights into customer behaviour, preferences, and trends.
• Develop data-driven strategies to personalize customer interactions, improve targeting, and drive business growth.
• Monitor and report on key performance metrics related to customer satisfaction, engagement, and retention.

Cost Control & Productivity

• Drive costs down to be competitive in the marketplace. Control costs and maximize productivity through effective methods, standard processes, and engagement of the Supply Chain team.
• Ensure the availability of tools, equipment, and materials required while maintaining and controlling inventory levels.

Performance Management

• Manage the performance management process, conduct performance appraisals, and provide coaching, training, career planning, development, salary administration, and reward and recognition for the team.

Team Building/Communication

• Build an effective team committed to organizational goals and foster collaboration among team members and between teams.
• Develop strong relationships with Project leaders to ensure effective sales-to-service operations handovers, optimized utilization of resources, and maximal Service conversion.

Change Management

• Be the change management leader for the team and aggressively implement agreed-upon initiatives.

Qualifications

• Bachelor’s degree in Automobile / Mechanical Engineering (MBA preferred).
• 10+ years experience in a team leadership role.

Functional Competencies

• Strong Analytical skills
• Automobile Service exposure (essential)
• Monitoring against business plan
• Functional expertise & execution
• Excellent communication, presentation, and interpersonal skills.
• Strategic mindset with the ability to think creatively and develop innovative solutions to complex challenges.
• Demonstrated leadership abilities with a track record of effectively leading teams and driving results.