Manager - Service Strategy

Job Description – Retail Sales Manager (Automotive Division) Role Overview: We are seeking a Retail Sales Manager to drive end-to-end automotive retail operations, ensuring achievement of sales targets, process excellence, manpower productivity, and digital adoption. The role involves managing the complete E-T-B-R (Enquiry – Test Drive – Booking – Retail) cycle, optimizing conversion ratios, strengthening dealer operations, and enhancing customer experience through digital tools. Key Responsibilities Sales Operations & Target Achievement Manage the complete E-T-B-R cycle (Enquiry, Test Drive, Booking, Retail). Plan and execute activations and campaigns to generate quality enquiries. Ensure accuracy and authenticity of booking data and DMS (Dealer Management System) entries. Drive retail sales performance as per monthly and quarterly targets. Monitor and improve Vehicle Delivery Note (VDN) vs. Retail ratio. Plan and forecast sales for current (N) and upcoming (N+1) months. Customer Experience & Conversion Improvement Ensure quality and volume of test drives across all enquiry sources. Implement and monitor processes to improve Conversion Ratio (CVR). Promote adoption of digital tools such as Test Drive Anytime Anywhere (TDAA), Personal Voice Assistant (PVA), Bring Showroom Home (BSH), Virtual Reality (VR), and Tablets to enhance CVR. Ensure adequacy and quality performance of Digital Engagement Managers. Manpower Management & Productivity Drive manpower productivity by identifying training needs and ensuring effectiveness. Motivate and retain sales manpower through rewards, recognition, and incentive programs. Ensure strict adherence to Sales Story and organizational sales standards. Dealer & Market Operations Monitor dealer working capital rotation for financial health and efficiency. Ensure reduction of dealer market outstanding and manage ageing stock liquidation. Forecast stock and sales requirements for N+1 month. Desired Candidate Profile Education: Graduate/MBA in Sales, Marketing, or related field. Experience: 5–10 years in automotive retail sales, dealership management, or related roles. Strong understanding of E-T-B-R processes, DMS, and sales conversion metrics. Proven track record of achieving retail sales targets in competitive markets. Hands-on experience in digital tools adoption within automotive sales. Excellent leadership, team motivation, and training skills. Strong analytical and forecasting ability. Key Competencies Retail Sales & Business Development Customer Experience Management Dealer Network Management Manpower Productivity & Training Digital Sales Enablement Tools Forecasting & Market Planning Process Compliance & Data Accuracy