Experience
- 4 - 6 years of experience in Paint Industry or any relevant industry (Construction) - Required
- Has experience with Customer / Dealer / Painter / Contractor Facing role - Required
- Worked in R&D team / Technical support team - Preferred
- Conducted Training Programmes For Painters & Contractors - Preferred
- Skilled with onsite Painting / Application - Preferred
Goal | Key Result Area | Actions / Deployment
- Loyalty Program Enrolment & Painter App Usage | Coordination with Loyalty program team for enrolment & adoption of digital solutions | Enrolment of the painters on the Sparkle loyalty program - KYC
- Painter registration and activation (along with external agencies)
- Driving Digital Adoption by enrolling, downloading & driving usage of the Painter App
- Feedback on implementation gaps & features on the app
- Financial Inclusion Support from Government schemes - to support painters on enrolment.
- Community Engagement | Relationship Management with Contractors / Painters | Relationship Management with 100-150 contractors/painters in the area
- Community engagement programs by planning events & activations.
- Product Training | Coordination with applicators and contractors for training sessions at the painter academies | Product Training of painters/team etc - Database update.
- Evolve the Training Tracker/ Calendar and incorporating training status
- Contractor/ Painter Mapping Coordination with dealers & contractors for billing & usage of ABG products
- Complaint Handling & Technical Support | Technical Inspection at customer sites - Dealer complaint handling (Support for the channel sales teams) | Conduct all technical inspection like surface Preparation inspection to painting progress inspection and post painting inspection for fresh and repainting sites
- 100% customers to be called within 4 hours of the complaint received. 97% of the complaint visits within 2 days. 5 days resolution of 90% of the Product complaints
- Compensation on Product failure / reworks to be approved by supervisor & database maintained.
- Product feedback to be shared with R&D.
- Focus Product Establishment | Site Sampling & Implementation of new products, Business Development | Concept Testing - Sampling of new products with painter community for validation. Coordination with Marketing team for sampling & NPD.
- Planning of shop meets & product meets along with supervisor with product presentations.
- Business development - Support Sales of ABG products and help convert customer sites for Contractors. Also support in upsell/ cross sell
- Audit report of the trials to be shared with the respective teams.
- Reports | Trackers - Monthly & weekly basis | Report of the potential contractors/ painters in the area along with Contractor meets conducted
- Audit Reports shared with R&D team for feedback and trends in the market
- Painter App usage report, Loyalty program database update
- Customer Complaint Tracker
- Training tracker - to build effective utilization of the painter academy
Desired Skills and Experience
- Customer Service
- Customer Experience
- Sales & Marketing Skills
