| Business | Grasim – Birla Paints Division | ||
| Function: | Customer Experience | ||
| Position Title: | Territory Manager - Painter Partnership | ||
| Reports to: | ASM -PA+PP | ||
| Education Qualification | |||
| B.SC (Chemistry)/ Diploma in Paints / B.Tech Civil | |||
| Work 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 | |||
| S. No | Goal | Key Result Area | Actions / Deployment |
| 1 | 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. | |||
| 2 | Community Engagement | Relationship Management with Contractors/ Painters | Relationship Management with 100-150 contractors/ painters in the area |
| Community engagement programs by planning events & activations. | |||
| 3 | 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 | |||
| 4 | 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. | |||
| 5 | Focus Product Establishment | Site Sampling & Implementation of new products , Business Development | Concept Testing - Sampling of new products with 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 respectiveteams. | |||
| 6 | 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 | |||
