Ritesh Paliwal

Bird Automotive is one of the leading dealerships of the luxury automobile brands BMW and MINI in India offering a bespoke sales & service experience to its discerning clients. As Managing Director I am handling the overall business operations of BMW Group Business (BMW and MINI) for Bird Automotive, some of the key highlights of my role as follows :- - Develop and execute company’s business strategies in order to attain the goals of the organization. - Monthly reporting to the board with business progress and implementation of action plans post every board meeting. - Creating and regularly monitoring of volume budgets of all the departments. - Establish and maintain effective formal and informal links with BMW India, major customers, relevant government departments & agencies and local authorities. - Implementation and adherence of company policies and legal guidelines within the organization. - Develop and maintain an effective marketing and public relations strategy to promote the products, services and image of the company in the wider community. - Promote the wellness of staff and implementing policies inline with labour legislation and health and safety guidelines to create a diverse and positive working environment.

Certifications: “Certified BMW Group Area Manager” (2011) • Steering and development of the assigned dealerships to ensure quantitative and qualitative achievement of new car sales targets - wholesale & retail. • Optimize planning and reporting tools at dealership level for daily tracking of individual performance for entire retail sales team on various sales related defined key performance indicators (KPIs). • Regular and periodical check of market target fulfilment and actual business development status with defined KPIs. Gap analysis and qualitative assessment • Conduct regular dealership visits and review operations based on parameters such as sales funnel management, CRM portal utilization and dealership’s cars ageing stocks. • Regular review of new cars sales team, corporate sales team & BPS team along with top management of respective dealerships to focus on achieving retail sales targets month on month. • Focus on increasing dealer profitability and process quality across all functions (Sales and Aftersales) as per BMW Group guidelines. • Effective communication through conferences and regional level meetings to motivate teams and for information sharing (e.g. strategic development and direction). • Enforcing Voice of Customer (VoC) as measuring tool for customer satisfaction and analyzing feedback from customers as basis for improvement.

• Planning of annual Aftersales targets (KPIs) for dealer network followed by one to one discussions with DPs & Aftersales head of the respective dealerships. • Tracking of Aftersales KPIs and dealer Aftersales team coaching to achieve 100% target and bonus. • Focusing on implementation of BMW basic service process for higher customer satisfaction, higher revenue growth and employee satisfaction. • Conduct regular dealer visits and review operations based on parameters such as equipment utilization, additional labour generating measures, parts and labour sales. Regularly check each dealer’s service and parts capacities against forecasted business growth. • Responsible for customer complaints and solving quality / other grievances. • Enforcing VOICE as measuring tool for customer satisfaction and analyzing the feedback from customers as basis for improvement. • Responsible for setting up MINI Aftersales network across India, focus to have MINI brand separation in Aftersales with hybrid BMW Group workshops (BMW & MINI).

• Expanding the network by identifying the locations with potential, population and demand for increasing market share and brand presence. Looking after network expansion for the entire state of Andhra Pradesh. • Productivity enhancement of existing workshops through Kaizen (Innovation). • Increasing profitability of workshop through resource planning, re-engineering and cost reduction. • Enforcing Customer Satisfaction Index (CSI) as measuring tool for customer satisfaction and analyzing feedback from customers as basis for improvement. • Organizing promotional activities like consumer campaigns, Free Checkup camps, Door to door consumer contacts to enhance visibility and ensure long-term brand equity of products. • Implementing Quality Control checks like Final Inspection, First Time right percentage, Service Quality Standards, Post service follow up etc. • Providing proper technical feedback of MSIL products to product monitoring team. • Taking care of spare parts business at different service setups to meet targeted spare parts sales.

• Responsible for Hero Honda dealer network in Delhi for After Sales Service of Motorcycles. • Organizing promotional activities like consumer campaigns, Free Checkup camps, Door to door consumer contacts to enhance visibility and ensure long-term brand equity of products. • Responsible for customer feedback and solving quality / other grievances. • Training of technical & non-technical staff of the workshop as well as of Showroom. • Responsible for warranty & related issues. • Providing proper technical feedback of HHML products to product monitoring team. • Taking care of spare parts business at different service setups to meet targeted spare parts sales. of spare parts sales.

• Responsible for installation and aftersales services of heaters and air-conditions in commercial vehicles. • Handle installation for thermal systems in Tata Motors, Eicher Motors, and Ashok Leyland etc – Account In-charge for corporate clients. • Responsible for installation and after sales services of sunroofs for entire North India. Lead a team of 15 members. • Manage service dealer network for North India.