Nayara Energy Looking For Head Fleet Sales at Mumbai, Maharashtra, Full Time

JOB DESCRIPTION

Responsible for implementing various customer programs (payment, loyalty, campaigns, etc.) across segments (retail and fleet) and managing all related activities. To drive fuel volumes on fleet program platform/s for all participating retail outlets. To build customer database by managing all the processes & experiences in the customer life cycle – on-boarding, activation, retention, sales maximization, payment & redemption. To develop the fleet and other loyalty program by improving existing processes, adding new features and tie-ups with business partners. To drive program analytics which includes data mining, performance monitoring, designing & fulfilling promotional schemes, etc.

Responsibilities

• ACCOUNTABILITIES & RESPONSIBILITIES

Accountabilities

ACTIVITIES

1 To implement and facilitate Fleet and other loyalty program Plan & Objectives. Achievement of Fleet and other loyalty program objectives in strict compliance with all applicable laws, acts, statutes and applicable Orders from the Government.

• Setting up ABP targets for Zone & Division
• Setting fleet program targets on sales of fuel on fleet and other loyalty programs, RO on-boarding & activation, customer enrolment & activation, digital payments and key accounts for the divisions..

2 Develop guidelines & policies to implement marketing plans and processes of the fleet and other loyalty programs.

• Develop & Implement all the processes of the fleet program.
• Develop branding guidelines of the fleet and other loyalty programs for the zone & division.

3 Improve the customer experience on the fleet and other loyalty programs

• Review all the existing processes and sought feedback from all the stakeholders for improving the customer experience.
• Test new modules of the fleet program (features & processes) and implement them involving the Ops and Mktg. Services team..

4 Drive the loyalty program objectives in terms of cost of the program

• Analyse the cost of the loyalty points across slabs and geographies.
• Review the performance of the existing point offering.
• Implement changes in the fleet program offering to drive the cost objectives.
• Track competitor activities and develop plans with field to retain/increase our market share

5 People Management

• Motivating and retaining the field force
• Counsel laggards & if required take stern actions. Carry out regular maintenance of CODO’s

6 Customer enrolment & activation

• Leads – Develop robust and detailed customer database with proper checks and balances
• Drive customer enrolment across variants.
• Focus on activation of customer enrolled (non-buyers/partial buyers) by maximizing the volume potential
• Drive sales growth through key accounts tie-ups
• Manage DSA team for enrolment and activation of HSD customers on fleet and other loyalty programs

7 Payment processes

• Co-ordinate with Program Vendor, Finance, Accounts and IT for seamless settlement of dealers for payments and rewards
• Tie-up with credit partners for enabling credit on loyalty programs & redemption partners for non-fuel redemption
• Drive recovery of franchisee’s contribution towards loyalty programs
• Reconciliation of the payments flowing in the program

8 Analytics to drive program objectives

• Analyse & Identify opportunities to achieve fuel Sales on loyalty programs by implementing analytics models
• Analyse & Map all the participating ROs & customers’ basis their performance pattern (across various parameters) into different buckets. Develop model to track/improve their performance.
• Map & Develop all the report requirements of field, customer & franchisee.

9 Develop and Manage the loyalty programs for various customer segments developed centrally. Monitor & Review locally developed loyalty programs.

• Conceptualize and Roll-out loyalty program for various customer segments and ensure that the required set-up is created.
• Responsible for customer acquisition, activation and retention for these various customer loyalty programs.
• Monitor & Review the locally developed loyalty program and ensure that the program objectives are in line with the objectives and goals of the company.
• Propose and develop loyalty policies and processes across levels (both centrally & at divisional level) for all customer programs
• Co-ordinate with Program Vendor, Division, Finance and IT for effective implementation of all loyalty programs

Qualifications

• SKILLS & KNOWLEDGE
• Educational Qualifications & Certifications:

Post graduate in Management.

• Relevant (Functional/Level) & Total Years of Experience:

Relevant Experience: 8 – 10 years

Total Years of Experience: 15-20 years

• Functional Skills:
• Product Management in Payment & Loyalty
• People Management
• Understanding of FinTech
• Know-how of Fuel Retail
• Behavioural Skills:
• Visionary Leadership
• Strong interpersonal skills
• Presentation skills
• Result oriented