Deputy General Manager |L4| | Lead Retail |amp| after sales|

Purpose of the position:
• Why the positions exists?
• What will happen if there is no one in the position (no one performs the work)?
• To ensure showroom look-and-feel is best-in-class through driving the design and development of visual concepts and displays aligned to product and brand strategy; To ensure that the showroom infra and collaterals are standardized and of high quality
• Absence of a dedicated owner for showroom infra and collaterals would lead to a lack of consistency in the showroom experience provided at dealerships across the country

Dimensions Of The Position

The role holder is responsible for the look and feel of the TML dealer outlets, right from defining guidelines for showroom infra and upkeep, to approval of new showroom readiness, to defining the kind of visual merchandizing required at the outlets, along with periodic audits to verify adherence to defined guidelines

Personal Profile

Education
• Masters in design?? Or MBA? Skills
• Proven experience in customer facing showroom infra design and visual merchandizing, evidenced through track record or references
• Strong knowledge of marketing, branding, especially point-of-sales marketing
• Proven experience in program managing infra development projects
• Strong Oral & written communication with fluency in English language
• Strong knowledge of Automobile sales processes
• Experience of managing teams and working with diverse stakeholders

Relevant Experience

Prior experience of 10+ years (total) with experience in Marketing and at least 2-3 years experience in showroom design and point-of-sales branding of a customer facing business

Education

Work Experience

Key Responsibilities :

1 Outlet Infra Guidelines And Visual Merchandizing
• Design infrastructure guidelines including:
• Showroom and workshop area, external infra including parking space, etc.
• Sign boards, banners to ensure store is easy to locate
• Amenities such as lights, air conditioning, drinking water, washroom facilities
• Co-ordinate with respective dealers and 3rd party agencies for negotiation of commercials and timelines
• Design guidelines for display vehicles placement and maintenance
• Collaborate with Brand & Marketing to design branding collaterals and define the norms for placement of collaterals
• Obtain approval for budget for design and development of collaterals
• Select and onboard 3rd party agencies for development of collaterals
• Continuous monitoring of collateral design and development as per aligned timelines, resolution of bottlenecks as required
• Improvement in NPS score on dealer infra
• Customer feedback (SSI, NPS scores)

2 Outlet Setup And Approval
• Align with Network Planning & Strategy team on new showroom setup plan and finalize checkpoint wise timeline for operationalization of new outlet
• Approve final commissioning of stores after verification of readiness along defined infra and setup guidelines
• % of stores ready within defined timeline

3 Staff grooming guidelines and hospitality SOPs
• Set guidelines for dealership staff appearance, incl. –
• Uniform
• Grooming
• Badges/recognitions or any other accessories
• Customer feedback (SSI, NPS scores)
• Mystery audit scores

4 Audit of showroom and workshop infra
• Conduct periodic (quarterly) audits of showroom and workshop to verify whether the infra guidelines are being met
• Conduct review with dealers non-compliant on infra guidelines, and design course correction plan
• Present audit findings to leadership as well as Sales & After Sales functions
• Infra audit scores
• Mystery audit scores
• % audit schedule adherence

Tata Motors Leadership Competencies

Customer Centricity - Anticipating, understanding and focusing efforts on meeting the customer (stakeholders) needs or expectations

Developing Self and Others - Recognizing continuous development is essential for success and taking steps to develop self and helping others to excel

Driving Execution - Translating strategy into action and execution

Leading by Example - Encouraging and following ethical standards

Leading Change - Recognizing the need for change, initiating and adapting to change

Motivating Self and Others - Inspiring teams and individuals

Functional Competencies

Tags