 Sales Process: Establish, implement and manage the official sales process for 650 Mercedes-Benz passenger car dealers. Continuously optimize and refine the process based on operational situation, dealers’ feedback, and customer satisfaction survey. Ensure operational efficiency and high quality customer service at dealers.  Sales Quality Check: Design and enhance contents for sales onsite inspection and mystery shopping. Develop District Manager Checklist for sales inspection. Conduct… Show more  Sales Process: Establish, implement and manage the official sales process for 650 Mercedes-Benz passenger car dealers. Continuously optimize and refine the process based on operational situation, dealers’ feedback, and customer satisfaction survey. Ensure operational efficiency and high quality customer service at dealers.  Sales Quality Check: Design and enhance contents for sales onsite inspection and mystery shopping. Develop District Manager Checklist for sales inspection. Conduct monthly sales management knowledge check for dealers’ general manager and sales manager. Monitor dealers’ operational KPI. Retail Operation: Manage sales funnel and sales leads. Collaborate with training department on topics and projects to enhance field force capability. Work with marketing department to monitor and manage leads conversion on digital touchpoints and offline marketing activities. Customer Experience: Utilize methodologies such as quantitative and qualitative surveys, interviews, and pilots to optimize customer journey based on dealership model and enhance premium customer experience. Design KPIs for key customer journey including product value communication, test drive, and handover. Establish management and assessment tool for process indicators and result indicators. Customer Satisfaction: Identify customer’s key requirements and dissatisfaction reasons through regular customer survey. Analyze dealers’ operational pain points on customer service. Initiate and implement improvement and optimization projects on specific customer satisfaction topics. Region Coordination: Organize district manager competition. Coordinate, communicate and organize topics related to sales process, quality, and customer satisfaction together with regions. Collaborate with regions to improve retail performance. Project Management: As PMO, lead project by collaborating internal and external resources to drive project progress and implementation. Show less