Goal & Key Result Areas (KRAs)
Loyalty Program Enrolment & Painter App Usage
- Coordinate with the Loyalty Program team for enrolment & adoption of digital solutions.
- Facilitate painter registration and activation (along with external agencies).
- Drive digital adoption by enrolling painters, downloading & promoting usage of the Painter App.
- Collect and share feedback on implementation gaps and app features.
- Provide support for financial inclusion through government schemes to assist painters in enrolment.
Community Engagement
- Build and manage relationships with 100150 contractors/painters in the area.
- Plan and execute community engagement programs including events and activations.
Product Training
- Coordinate with applicators and contractors for training sessions at painter academies.
- Conduct product training for painters and teams, and update the training database.
- Develop and maintain the Training Tracker/Calendar, incorporating training status.
- Map contractors/painters and coordinate with dealers for billing and usage of ABG products.
Complaint Handling & Technical Support
- Conduct technical inspections at customer sites and handle dealer complaints.
- Perform inspections covering surface preparation, painting progress, and post-painting status for both fresh and repainting sites.
- Ensure 100% of customers are contacted within 4 hours of complaint receipt.
- Achieve 97% of complaint visits within 2 days and 90% resolution of product complaints within 5 days.
- Obtain supervisor approval for compensation on product failures or reworks and maintain the database.
- Share product feedback with the R&D team.
Focus Product Establishment
- Conduct site sampling and implementation of new products for business development.
- Perform concept testing and coordinate with the Marketing team for product sampling and NPD (New Product Development).
- Plan and execute shop meets and product meets with supervisors, including product presentations.
- Support sales by helping convert customer sites for contractors and promoting upselling/cross-selling.
- Submit audit reports of product trials to respective teams.
Reports & Trackers
- Prepare and maintain monthly and weekly reports on potential contractors/painters and contractor meets.
- Share audit reports with the R&D team for feedback and market trend analysis.
- Update Painter App usage reports and loyalty program databases.
- Maintain the Customer Complaint Tracker.
- Manage the training tracker to ensure effective utilization of the Painter Academy.
Desired Skills and Experience
Sales, Customer Relationship Management, Complaint Handling, Product Demonstration, Community Engagement, Field Sales, Technical Training, Reporting & Tracking
