Description
- Lead the customer retention strategy in Chile & Peru, by working together with the commercial leaders and the field team in the analysis and identification of market opportunities, the correct implementation and follow-up of service programs in the dealer network, in order to keep our customers, close to our brand, doing their maintenance services in dealer workshops, during all their life cycle.
- Provide to the field team, areas of opportunities to improve retention and work together in the definition of short, medium and long term plans.
- Identify opportunities for the implementation of service programs by country, according to the main needs of each market.
- Work together with the program development team and commercial team for the implementation of the service programs. Define pilot, execute implementation and define best way to achieve massive implementation.
- Follow up on the performance of each service program by country/dealer, by analyzing the main indicators, analyzing calibrations and working with the field team to achieve the desired performance.
- Identify dealers with opportunities of performance in service programs and customer retention, in order to physically make a deep dive in those dealers, making a complete assessment of all implemented programs and showing the dealers areas of opportunity to increase programs KPI.
- Participate actively in commercial strategy meetings, as Customer retention and collision strategies owner.
- Focal point in local markets for any issue related with Service programs.
- Lead all customer retention forums: With dealers, field team, external visits, etc.
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Additional Description
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