To drive the achievement of set targets – revenue, gross margin, Net Promoter Score (NPS), branch profit and loss, while managing the overall service center’s performance to consistently deliver seamless customer experience.

What you will do:

•   Establish EV Retail Customer Service setup with Network and relevant stakeholders

•   EV Value Chain enhancement products search and implementation 

•   Ensure and monitor optimal capacity of resources in the service centre to deliver Total Quality Management and improve service retention.

•   Compliance of all local Government and Principal Policies and procedures to minimize Operational Risk at the service centre.

•   Constantly evaluate through performance management and coaching, all direct reports to support the development and growth of all associates.

•   Study and evaluate current customer verbatim to implement a culture of Small Group Activity to enhance customer experience and operational efficiencies.

•   Conduct daily meetings with the Retail Service Manager, Workshop Manager and Parts team to align them on the targets and performance expectations

•   Work with Human Resources to ensure the branch is always optimally staffed/resourced with qualified and efficient workforce

•   Effectively manage stakeholders through regular meetings to ensure corrective actions on issues pertaining

•   Hold regular MFRs with Branch Account Managers to understand and optimize Branch P&L

•   Submit accurate weekly forecasts based on analysis of actual market trends, sales conversions, bank approval TATs, invoices etc for Management reporting.