About TVS / Who are we?
TVS Motor Company is a reputed two and three-wheeler manufacturer globally, championing progress through Sustainable Mobility with four state-of-the-art manufacturing facilities in Hosur, Mysuru and Nalagarh in India and Karawang in Indonesia. Rooted in our 100-year legacy of Trust, Value, and Passion for Customers and Exactness, we take pride in making internationally aspirational products of the highest quality through innovative and sustainable processes. We are the only two-wheeler company to have received the prestigious Deming Prize. Our products lead in their respective categories in the J.D. Power IQS and APEAL surveys. We have been ranked No. 1 Company in /the J.D. Power Customer Service Satisfaction Survey for consecutive four years. Our group company Norton Motorcycles, based in the United Kingdom, is one of the most emotive motorcycle brands in the world. Our subsidiaries in the personal e-mobility space, Swiss E-Mobility Group (SEMG) and EGO Movement have a leading position in the e-bike market in Switzerland. TVS Motor Company endeavors to deliver the most superior customer experience across 80 countries in which we operate.
For more information, please visit www.tvsmotor.com.
Job Title / Role: Zonal Lead - EV Sales
Department: EV
Section: EV Sales
Location: Noida
Grade: B3
Education Qualification: BE/MBA
Required Experience: 9 to 12years
About the Department / Vertical/ Section
EV Division at TVS Motor Company: TVS Motor is a pioneer in the Electric Two-Wheeler market, committed to leading the sustainable mobility revolution. As a part of our EV division, we are at the forefront of shaping the future of urban mobility. We strive to innovate and revolutionize the EV landscape globally. Join us in driving the electric revolution forward.
Position description: Implementation and improvement of customer experience and sales processes across dealer network along with training people
Customer Experience management
- Implement/Deliver customer experience of all customer touch points in the customer journey (Charger installation and Vehicle delivery)- For both Online and Showroom enquiries
- Ensuring customer retention post sales
Designing, Implementing and Improving End- End Sales process - Digital and Offline
- Implementing & improving - End to End - Contactless Digital sales process - one clicks online sale
- Implementing & improving - End to End - showroom sales process
Enquiry management
Designing and structuring Enquiry management process for online/digital enquiries
- Co-ordination with Marketing, CRM and digital team on improving digital touch points in Enquiry stage and increasing digital leads
- Designing and structuring Enquiry management process for for Walkin enquiries and Increasing Walk-in enquiries
- Designing Enquiry management process to better capture and respond to Walk-in enquiries and digital enquiries
- Ensuring - End to End digital tracking of Enquiry progress for every Enquiry/potential customer
Showroom experience management
Product explanation and Test ride
- Implementing - Product Explanation SOP
- Implementing - Test ride SOP
- Improving showroom experience as a customer touch point (collaboration with Marketing, Digital and CRM)
Vehicle Delivery process
Delivery Celebration, Vehicle features DEMO, Mobile Application Login and DEMO
Designing system for flow of information and easy communication
Ensuring smooth flow of information and seamless communication between internal teams and customer throughout customer journey
- RM team, Charging solution team, service team and customer
Planning and executing - Brand Retail and billing volumes
- Brand retail volume growth for the location(s)
- Planning & projecting - Brand retail volumes across location(s)
- Ensuring adequate vehicle billing and adequate Dealer stock
- Ensuring adequate accessories billing and adequate Dealer stock
Brand Personnel - Training and development
- Brand salesperson training, development, retention and progression
- Home test ride executive training, development, retention and progression
Brand NPS
- Improving the Brand's - Buyer NPS, non-buyer NPS, ensuring effective CLF
- Improving customer touch points and/or design of sales process based on customer feedback
Network management and development
Launching EV in new dealerships across location(s) - ensuring adherence to EV sales process across dealerships
FAME PROCESS and Other dealer process adherence
- PAYMENT RECEIPT, INVOICE, INSURANCE, RSA
- Ensuring dealership adherence to raising payment receipts, invoice, insurance
- Since each step is critical to ensuring smooth sales process for EV customer
- FAME PROCESS
Designing a scalable system to
- Ensure all customers receive FAME benefit
- Ensure dealer adherence to FAME process and OEM adherence to FAME process with minimum/zero faults
Functional Competency
1. Sales Strategy and Execution
2. Market Analysis and Insights
3. Customer Relationship Management
4. Team Leadership and Development
5. Technical Knowledge of EVs
Behavioral Competency
1. Leadership and Team Management
2. Customer Focus and Relationship Building
3. Adaptability and Agility
4. Strategic Thinking and Problem Solving
5. Result Orientation and Accountability
