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Purpose of the role: Develops and delivers content on processes to train internal FFT teams, sales teams and field trainers
Key Accountabilities:
1. Designing and conducting certification training periodically for internal manpower, retainer and cluster trainers
2.Train the Trainer (Retainers / Cluster) on understanding of global processes like CSAT, NPS, Complaint capturing, referrals, building advocacy and significance of each parameter.
Need anaysis and objection handling on both personal and commercial segment products through roleplays, case study analysis, group discussions etc. Thorough training on processes that are developed to conduct business to drive customer delight. Monitor process compliance and adherence assessing output delivery as desired. Assess gaps in process compliance and adherence to provide inputs to process excellence team / reinforce training in field
3. Skilling of all Retainer & Cluster Trainers
-Process facilitation, implementation and review of different processes at dealership level
4. Supports and / or Builds content and imparts training in process
5. Prepares & monitors IDPs for all Retainer & Cluster Trainers
6. Conducting TTT bootcamp for product launches
7. Designing innovative content to support training programs and certification tools, and also new product launches and existing process refreshes in consultation with Product Planning and Product Development teams. Introduce refined methodologies to impart training and support dealer manpower development.
8. Monitor sales and pre sales complaints to reduce customer complaints. Monitor and improve the sales consultants productivity. Review dealer manpower productivity to assess gaps and reinforce / refine training content / methodologies. Review customer complaints to reinforce / refine training content / methodologies for process training.
Qualification: BE, Mtech in Automobile engg. + preferred MBA (systems/marketing)
General Experience: 10-15 years ( Preferred experience in Automobile industry, Emergening technologies and Channel | Candidates with backgroud of R&D, Product Development, tech HUb | Hands on experience in passenger / Small commecial Vehicle Space.
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