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  • Manager - CAM

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    Jayanti Chatterjee
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    The document outlines the key responsibilities, KPIs, and metrics for a Manager - Customer Account Management role. The responsibilities include managing key customer grievances, engaging with key customers, and being the point of contact for product issues. KPIs focus on ensuring same day delivery, addressing service-related issues, and obtaining post-service feedback. Metrics include adherence to turnaround times, conducting customer visits, the repeat complaint rate, and the first-time resolution rate. Training programs for drivers and fleet managers are also part of the role's responsibilities.

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    The document outlines the key responsibilities, KPIs, and metrics for a Manager - Customer Account Management role. The responsibilities include managing key customer grievances, engaging with key customers, and being the point of contact for product issues. KPIs focus on ensuring same day delivery, addressing service-related issues, and obtaining post-service feedback. Metrics include adherence to turnaround times, conducting customer visits, the repeat complaint rate, and the first-time resolution rate. Training programs for drivers and fleet managers are also part of the role's responsibilities.

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    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
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    3 views3 pages

    Manager - CAM

    Uploaded by

    Jayanti Chatterjee
    The document outlines the key responsibilities, KPIs, and metrics for a Manager - Customer Account Management role. The responsibilities include managing key customer grievances, engaging with key customers, and being the point of contact for product issues. KPIs focus on ensuring same day delivery, addressing service-related issues, and obtaining post-service feedback. Metrics include adherence to turnaround times, conducting customer visits, the repeat complaint rate, and the first-time resolution rate. Training programs for drivers and fleet managers are also part of the role's responsibilities.

    Copyright:

    © All Rights Reserved
    Download as XLSX, PDF, TXT or read online from Scribd
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    of 3

    Mana

    SL. No. KRA Statement

    1 Managing Key Cutomers Grievances

    2 Engaging Key Customers


    3 DICV contact point for product issues

    4 Driver Training Program


    Manager - CAM
    KPI

    Ensuring Same Day Delivery


    Service Related Issues

    Post Service Feedback


    Cutomer Visits

    Activities -
    Product Training Programs
    Fleet Managers Training
    Test Drives
    Product related feedback escalated to DICV

    Training driver on how to increase vehicle efficiency


    Measuring Index

    Adherance to TAT
    Face to face meet and feedback within 2 months of sales - Customer Visits
    Reduce repeat complaint

    First time resolution rate

    Customer to be met - at least once in two weeks

    PSF Score
    Documentation

    Number of trainings conducted each month/ feedback from the participants

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