Job details
Managing/Supervising direct reports: RFS (Regional Franchise management)
·   Set individual objectives
·   Monitor team activities and performance
·   Provide necessary coaching and support for individual development
-Â Individual C&T performance
-Â Individual competency and skill development
-Â Individual Nissan Way qualities development
N-CAM: NSC Competitive Advantage Map
Consistently evaluate and monitor the N-CAM standards implementation at the NSC’s and provide continuous feedback on the action plan progress
-Â NCAM Evaluation results
-Â NCAM Action Plan Implementation Status
Customer Satisfaction: CS
·   Plan, implement, monitor CS management activities for both Sales and Aftersales functions
·   In-depth analysis of NSC CS reports
·   Conduct dealer process reviews to enhance the NSSW processes
-Â Â Â CS monthly local survey results
-Â Â Â Action plan implementation status
-Â Â Â Competitive survey results and improvement action plan
Dealer Operation Standards: AS-DOS
·   Implement AS-DOS at NSC Dealers/Branches by conducting AS-DOS evaluations, preparing action plans and monitoring the progress, providing the needed guidance and support as required
·   Conduct AS-DOS leveling trainings for FASR’s (Field Aftersales Representative) to qualify and certify them as AS-DOS qualified evaluators
·   Conduct audits for evaluation skills of AS-DOS qualified evaluators to renew their certification and confirm the outlet recognition
-Â Â Â Evaluation results
-Â Â Â DOS Scores
Dealer Operation Standards: S-DOM
Evaluate and monitor the progress of S-DOM (Sales Dealer Operation Standards-Mandatory) implementation at key NSC’s
-Â Â Â NSC outlet Evaluation results and National Roll-out plan
Work Quality: F-1 Program
Monitor and Improve F-1 performance at key NSC’s
-Â Â Â F1 monthly score CS survey
-Â Â Â F1 monthly score NSC report
-Â Â Â Work Quality CS survey
Customer Lifecycle Management: CRM
·   Drive NSC to implement NMEF CRM plan
·   Provide support and guidance on CRM key activities, e.g. Task leader assignment, CFT meetings, KPI setting, NCBM, model specific activities, etc
·   Monitor NSC CRM action plan implementation
·   Attend / present key regional issues at Nissan Middle East CRM-C Monthly sessions
·   Propagate CRM through CFT at Nissan Middle East
-Â Â Â CRM KPI
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