Sales Survey (SSI) & Process Enhancement

Role Overview:

We are seeking a detail-oriented and analytical professional to lead and enhance our Sales Satisfaction Index (SSI) and process improvement initiatives. The role will focus on survey design, execution, digitalization, and actionable insights, directly contributing to improving customer experience and sales effectiveness across the dealer network.

Key Responsibilities:

• Survey Planning & Execution:
  • Plan and execute Sales Satisfaction Index (SSI), Pre-Sales, and Need-based sales surveys within defined timelines.
  • Ensure high-quality data collection and adherence to survey protocols.
• Data Analysis & Reporting:
  • Deliver timely and detailed survey result reports, including factor-wise and dealer-level insights.
  • Monitor and address negative KPIs impacting customer experience.
• Customer Grievance Monitoring:
  • Track and investigate hot alerts and complaints from SSI surveys to identify systemic customer pain points.
  • Ensure resolution plans are implemented in coordination with relevant stakeholders.
• Digitalization & Tools Enhancement:
  • Coordinate with the digital and IT teams for digitalization of surveys and testing integrations on Salesforce.
  • Lead enhancement and testing cycles for digital sales SOP manuals and customer-facing applications.
• Dealer Performance Support:
  • Cascade survey results regionally to facilitate dealer awareness and improvement.
  • Guide regional teams in formulating and tracking improvement plans for underperforming dealerships.
• Process Improvement:
  • Own the annual review and update of digital sales SOPs, including process workflows and form structures.
  • Collaborate with cross-functional teams to ensure SOPs align with customer expectations and business goals.
• CX Monitoring & Updates:
  • Routinely monitor performance of customer-facing digital touchpoints and ensure timely updates for a seamless customer journey.

Key Skills & Competencies:

• Strong analytical and problem-solving skills
• Hands-on experience with survey tools, reporting, and CRM platforms (Salesforce preferred)
• Understanding of automotive retail sales processes and customer experience frameworks
• Effective stakeholder management across regions and functions
• Proficient in MS Excel, PowerPoint, and data visualization tools

Preferred Qualifications:

• MBA / PGDM in Marketing, Sales, or Operations
• 5–8 years of experience in customer experience, sales process, or research roles (automotive experience preferred)