Himanshu Shukla

ASM-Nissan Motor India Pvt Ltd | Maruti Suzuki India Ltd | Hero MotoCorp Ltd | AMW Motors Ltd | XLRI Grad

Gurugram, Haryana, India

Summary
Marketing Mix Services Marketing Institutional Marketing Aftersales Rural Marketing Expansion Strategies Channel management Automotive Aftermarket Sales Marketing
Professional with rich experience in Business Development, Customer Relationship Management, Network Expansion, Channel Management and After Sales-Service.
Experience

Area Sales Manager at Nissan Motor India Pvt Ltd

Jun 2018 - Present

Looking after sales operations of Entire central Uttar Pradesh and a part of Uttarkhand

Territory Service Manager at Maruti Suzuki India Pvt Ltd

Jan 2016 - May 2018

Workshop Operations & Channel Management 􀁸 Designed layouts for existing as well as new workshops in order to optimize the usage of the area available 􀁸 Identified bottlenecks of service process flow and modified the service flow to ensure the decrease in turnaround time 􀁸 Monitored workshop productivity to assess the need for capacity expansion. Rolled out the concept of 24 Hrs working Workshop to make maximum output from the existing capacity 􀁸 Applied ABC and XYZ analysis to monitor the inventory of critical spare parts resulting in improved service levels 􀁸 Being the One point contact between the Company and Channel partner, ensured the smooth and efficient flow of information back and forth 􀁸 Designed SOPs to ensure first time right for minimum of 99.5% vehicles and on time delivery of 90% vehicles 􀁸 Reengineered the service recovery process to ensure that, post service complaint if any, is recovered with customer satisfaction within 4 hrs 􀁸 Co-ordinated with vendors to ensure the time delivery of the equipment/parts and as well as timely service 􀁸 Imparted on the Job training to workshop staff of 5S and Kaizen to maintain the workspace for improved efficiency and effectiveness 􀁸 Developed and maintained relationship with channel partners to leverage network strength 􀁸 Identified the gaps in the work force availability and training, made recruitment and training plans, and provided the OJT 􀁸 Redefined the roles of the workforce in order to align them with objective of continual growth and satisfied customers 􀁸 Identified areas of improvement and recommended process modifications to improve dealer profitability and sustainability Customer Relationship Management 􀁸 Improved First time right and timely delivery helped in improving the average CSI of the territory by 20 points with some workshops improving by as much as 35 points 􀁸 Introduced new tools and processes based on QlickView BI Dashboard Analytics to enhance customer care operations and customer retention 􀁸 Organized Customer Meets to understand the Customer demands, which helped in formulating territory specific strategies 􀁸 Formulated the strategy to achieve ZERO customer complaint –Trained the Workshop staff and floated a Reward Scheme, which resulted in 70% of the WS achieving the target within a month. Escalation of complaints reduced by more than 50% Business Development & Network Expansion 􀁸 Conducted business forecasting, assessed market potential to devise strategies to ensure achievement of targets. Area specific BTL and marketing activities- Service Events and camps resulted in improved awareness of the workshop, which improved customer base and retention resulting in 20% growth of Paid Service Load, leading to the revenue growth of 28% 􀁸 Created monthly business plan to establish after sales objectives, target allocation for each channel partner and forecasted requirements to support regional volume and revenue goals of dealerships 􀁸 Allied Business Performance: Ensured high growth by collaborating with Accessories, Exchange, Insurance and sales departments 􀁸 Continuously strived for new location to identify upcoming potential market, in order to reach customers promptly Identified 3 new workshop prospect locations in FY-2016- 17

Territory Service Manager at Hero MotoCorp Ltd

Oct 2013 - Jan 2016

Workshop Operations & Channel Management 􀁸 Tracked entire supply chain to ensure timely delivery of spare parts and reverse supply chain to ensure timely delivery of failed parts to the factory/vendor 􀁸 Focused on productivity variables, identified the critical variables, which affects the workshop productivity 􀁸 Forecasted the vehicle inflow demand and accordingly planned for the capacity expansion/optimisation of the territory 􀁸 Conducted On-Job Training for Workshop Workforce to keep them updated about any technology or process enhancement 􀁸 To ensure the smooth roll out of the new models, carried out Pre Delivery inspection and provided training to the channel partner staff, launched during the tenure 􀁸 Looked after retail sales operations of secondary channel partners. Helped them in formulating strategies for availability of proper product mix and managing available funds 􀁸 Maintained strong relationship with the dealer principal and kept them engaged and motivated 􀁸 Monitored recruitment and technical and soft skills training requirements of dealership workforce Customer Relationship Management 􀁸 Strategized the SOPs to ascertain the continual improvement in the customer experience, which led to better customer retention. Call centres were developed at the dealership level; SOPs were laid down for the call centre operations, within a month, retention of customers improved by 5 percent and Complaints escalation reduced by 25% 􀁸 Re-engineered and redesigned the strategy at dealership level to resolve customer concern within 48 hrs. Complaint resolution team was formulated, within 3-month complaint resolution time reduced from 6 to 2.5 days 􀁸 Organized the service promotional camps and customer meets to understand the Customers’ demands Model and area specific campaigns were organised to efficiently reach out to the customers and improve their satisfaction level, which further leads to the better acceptability of the product in the market Business Development 􀁸 Formulated and monitored strategies and SOPs for customer retention, in terms of after sales service and resales, which led to customer satisfaction and hence customer retention leading to the growth in service (Volumes).Formulated and implemented schemes to attract and retain customers such as Annual Maintenance Contracts and paid service coupon booklets, in addition to free services 􀁸 Developed SOPs for consumption of mandatory spare parts through workshop to improve the revenue of channel partners and end customer satisfaction with enhanced product life 􀁸 Formulated the vehicle exchange scheme to improve the customer satisfaction and retention 􀁸 Analysed and formulated strategies for the new vehicle retails through secondary network of the channel partners 􀁸 Achieved the spare parts per vehicle sales and service share targets and improved the service market share by 10% 􀁸 Regularly submitted the report on the new product or territory specific successful products of the competitors and on new initiatives taken by the competitors Network Expansion 􀁸 Researched the business prospects of the territory in order to identify the scope of Business expansion in new markets 􀁸 Appointed and activated 3 Sub Channel Partners in the FY 15-16. Upgraded 3 Sub Channel Partners to Authorized Service Centre in the FY 14-15

Assistant Manager- After Market at AMW Motors Ltd

Jun 2011 - Oct 2013

Service Engineer 􀁸 Imparted On Job Training to the Work Shop staff, in order to keep them updated with technical and process development 􀁸 Ensured the continuous improvement in up time of the vehicles, by maintaining crucial spare parts inventory and adequate trained work force at the Work Shop level 􀁸 Visited customers along with sales team to better understand the customer’s demand, designed various packages to enhance vehicle uptime, customer satisfaction and generated new vehicle sales lead 􀁸 Responsible for Business development and customer retention through sales of Annual Maintenance Contracts and Extended Warranty Regional Coordinator 􀁸 Worked for 10 months to coordinate day-to- day activities with all the Service Engineers in the region Initiative--Organised, implemented and monitored an initiative “Milaap” to realign roles and responsibilities of the workshop Work force with the objective of continual growth 􀁸 Worked as Team Lead for the implementation of DMS at all the workshops of North Region. Successfully rolled out DMS at 12 workshops across the region in 10 months

Education

PGDM at XLRI Jamshedpur

May 2017 - Apr 2018

Done 1 year full time PGDM in General Management with focus on marketing and finance.

Bachelor of Engineering at Government Engineering College, Jabalpur

Jun 2007 - May 2011

Done BE- Industrial and Production

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