Nikhil B Krishnan

 Responsible for overall management of Customer Engagement & Customer Relationship activities for Rolls Royce, BMW & MINI Brands  Responsible for support of Digital Marketing activities for Rolls Royce, BMW & MINI Brands  Designed and implemented CRM Strategy for dealer in line with BMW CRM guidelines  Steer Voice of Customer System [Net Promoter Score]  Designed and implemented Digital Strategy for the dealer in line with BMW guidelines.  Monitor and steer day to day Digital activities through digital marketing agency on various digital platforms.  Execute digital campaigns on different platforms for different brands supporting marketing objectives.  Measure, monitor and process the leads generated through tactical campaigns  Measure and monitor the social media engagement activities and targets.  Responsible for management of operations of Customer Assistance Center  Responsible for Customer Satisfaction for all the brands & conduction of Customer Board Meeting & Action Planning.  Monitoring of Customer Complaints and escalation management and reporting.  Support lead generation activities in collaboration with local events and exclusive brand events  Support execution of digital campaigns based on the annual marketing plan  Support for business development for after sales function  Responsible for effective management of Sales Funnel for all brands.  Analyze and recommend action plan for improvement of Sales funnel processes & Lead conversion  Analyze, understand on the event responses and campaign responses and take necessary actions  Value add Sales & Service functions with areas of improvement related to customer delight  Support sales team with analysis and inputs for Mystery shopping.  Responsible for measurement of Customer Loyalty [Sales & Service] and drive initiatives to improve the loyalty and thereby Customer Retention  Ensure the adherence to Retail Standards of CRM & Marketing areas set by BMW

 Responsible for overall management of Projects of Customer Relations in South and West regions.  Responsible for establishment of Dealer Centralized Customer Assistance Center at authorized dealers in South region and West region  Coordination with external project consultant for various project related activities for ensuring the timely implementation of DCAC  >Policy formulation & execution of Performance Monitoring & Quality Assessment of Dealer Call Centre  Responsible for monitoring the operations of Dealer Customer Assistance Center for 3 months after establishment until handover to the Sales and Service team. Dealer Centralized Customer Assistance Center is a call center centralizing all the calling operations of dealer at dealer head quarter integrating all Sales, Telemarketing, Service, and Complaints & Value added functions under one roof.  Responsible for implementing and monitoring the CR Distributor Operational Guidelines in coordination with Toyota Motor Asia Pacific Team at Singapore.  Policy formulation for implementation of Dealer CR Operations Guidelines in South and West dealers and monitoring for sustenance  Successfully completed the establishment of 46 number of Dealer Centralized Call Center during the period of Jan to Dec 14.  Participated and actively contributed in Project “Brand Power Enhancement” focusing on Specific models and Specific regions  Successfully completed “Customer Engagement [Sales & Service] Benchmarking study in the market against the competitors.  Team member in cross functional project “Customer For Life – Profiling”  Team member and actively contributed in “Enquiry Management – Enhancement” activity for Customer Service Kaizen Evaluation Contest carried across Asia Pacific Distributors.

>Competently worked in coordination with Design, Regulation, Technical, Quality, Field service and Legal departments for Customer feedback executions and enquiry handling. >Managing & handling customer relations team for states Kerala, Karnataka, Andra Pradesh & Tamil Nadu >Managed serious complaints in coordination with TMC, Japan for 70 dealers in South. >Monitored recall and campaign related customer complaints comprising of critical product related issues. >Analyzed dealership action plan against gaps through JD Power results in Sales and Service operations. >Effectively implemented Post Service Follow Up tool in dealers across India. >Field service, training and development, dealer technical assistance, vehicle design evaluation and customer retention based activities. Administered: >Customer retention through swift complaint resolution and gap analysis. >Customer expectation analysis through third party surveys like JD Power CSI survey Proactive customer satisfaction analysis through internal tracker surveys and action plan formulation. >Vehicle design evaluation and feedback to enhance brand image. >Imparted dealer staff training on products, technical features and complaint handling soft skills. >In charge for enhancement of Centralized Toyota Dealer Management System – CR Module through 2nd Phase >Core member of training team dealer customer relation members for Basic and Advance levels >Lead member in implementing the Distributor Operational Guidelines in CRM at TKM ( Pilot in Asia Pacific Region ) >Monitored the implementation of Dealer Operational Guidelnes in CRM for South Region

Project: Integrated Sales Service and Marketing System (ISSMS) Project Details: It is a centralized; Web based Dealer management application which is getting rolled out to all the dealerships of Toyota across India. Role: Module in charge & core business user for Sales and Customer Relations Module. >Identify & gather detail user requirement from future business perspective and provide requirement to vendor for Sales and CR Modules in the areas of enquiry management and Customer complaint handling. >Identify the gaps in the current system and provide requirements for the same. >Identify manual processes at dealers and generate requirements for the same. >Change management planning considering low, medium & high volume dealers from pre sales and CR perspective. >Dealer Operations Kaizen - Develop methodology and guidelines for operational improvements and implement same at dealerships concurrently with the operational team. >Provide requirements to develop operational manual to the application to vendor. >Standardizing the operations. >User Acceptance Testing of Sales & CRM modules. >Provide data migration solution to vendor for migrating dealer Sales & After-sales data from legacy DMS to new application

>Providing necessary support to the set of dealers for mitigating customer complaints >Guiding dealer in taking decisons for critical/serious cases >Providing functional training in CR to dealers for enhancing their complaint handling skill sets >Audit of dealer CR standards and providing inputs for improvement. >Monitor key activities conduted for enhancing CSI and SSI

>Provided after sales support to vehicle dealer and army units. >Instigated expansion of service and parts support by establishing service centres at key locations. >Initiated marketing of Annual Maintenance Contracts in Delhi region. >Coordination with Suppliers for Field support and Product Design Improvements. >Imparted after sales support to dealer for service and parts. >Periodical training to Customers/Dealer/Govt organizations. Field modifications and Product feedback. >Coordination with dealerships for Customer Retention based activities like Service camps & promotional events. >Dealer Business KPI monitoring and GAP identifications. >Product and Service comparison with competitor and intimation to Head office. >Support to dealerships on critical field complaint resolution. >Periodic visit to automotive dealers at Delhi and U P for process improvement based activities. >Warranty claim processing and field complaint trend monitoring.