Network Performance Management
BMW Group
Gurugram, Haryana, India3h agovia LinkedIn
Location: Gurugram, India
About the Role
Lead retail performance, customer experience, and network-transformation programmes for the BMW and MINI dealer network in India. Convert BMW Group standards into measurable dealer-level actions across Sales and Aftersales.
Key Responsibilities
- Retail Performance Management:
- Steer the BMW RPM programme.
- Manage dealer selection, health checks, target setting, coaching interventions, action plans, KPI monitoring, best-practice sharing, and alignment with Training.
- Manage agencies, coaches, rollout plans, and programme budgets.
- Mystery Shopping:
- Lead national Sales assessments for customer journey.
- Define methodology, appoint and govern the agency.
- Ensure rollout quality, analyse findings, and maintain dashboards.
- Convert gaps into corrective actions with dealers and internal functions.
- Retail.NEXT and Process Transformation:
- Review and standardise Sales and Service processes.
- Support new retail formats and customer-facing roles (e.g., Product Genius, QCCM).
- Define KPIs and coordinate pilots, capability building, and network implementation.
- Retail Digitalisation:
- Define digital requirements and implement approved tools across customer touchpoints.
- Monitor adoption and Customer Connectivity Rate.
- Identify gaps and coordinate dealer training and support.
- Voice of Dealer and Network Engagement:
- Manage survey participation, analysis, management reporting, and action tracking.
- Drive engagement and recognition initiatives that reinforce accountability, collaboration, and a customer-centric performance culture.
- Governance and Stakeholder Management:
- Coordinate BMW India, BMW AG, BMW Financial Services India, dealers, and service providers.
- Manage milestones, reporting, escalations, contracts, vendor performance, risks, and an annual programme budget of approximately INR 30 million.