Deputy Manager | Maruti Suzuki India Limited | Dehradun/Ludhiana
- Managed After Sales business for Maruti Suzuki in Uttarakhand, Uttar Pradesh and Punjab and increased monthly average labor revenue by over 20% across my dealership portfolio from 3.3 Cr to 4.0 Cr.
- Oversaw a team of ~200 people, managing stakeholders both within the organization and external such as Dealer franchise CEOs, General Managers, and service engineers.
- Collaborated with vendor partners for execution of ATL and BTL marketing activities basis various dipstick checks in different segments amongst the competitors.
- Drove Hyperlocal marketing campaigns through Google My Business Page and Meta ads for Maruti Suzuki in North Zone and achieved a 82% hyperlocal lead conversion across the territory.
- Worked on increasing customer satisfaction by studying customer behavior patterns across various segments, introduced dealer specific plans and as a result, reduced customer complaints from 30% to 12% in Punjab and increased NPS score from 67 to 85.
- Piloted various digital initiatives in the country which involved digitization of service reminders, introduction of Voice BOT for capturing customer feedback and capturing of vehicle defects through AI based application.
- Acted as the Regional Training Manager in Uttarakhand and shouldered additional responsibilities of organizing trainings and workshops for dealer manpower and setting up of 2 satellite training centers in Meerut and Dehradun.