Network Performance Management

Lead retail performance, customer experience and network-transformation programmes for the BMW and MINI dealer network in India, converting BMW Group standards into measurable dealer-level actions across Sales and Aftersales.
Topics Managed and Key Responsibilities
• Retail Performance Management: Steer the BMW RPM programme, including dealer selection, health checks, target setting, coaching interventions, action plans, KPI monitoring, best-practice sharing and alignment with Training. Manage agencies, coaches, rollout plans and programme budgets.
• Mystery Shopping: Lead national Sales assessments for customer journey. Define methodology, appoint and govern the agency, ensure rollout quality, analyse findings, maintain dashboards and convert gaps into corrective actions with dealers and internal functions.
• Retail.NEXT and Process Transformation: Review and standardise Sales and Service processes, support new retail formats and customer-facing roles such as Product Genius and QCCM, define KPIs and coordinate pilots, capability building and network implementation.
• Retail Digitalisation: Define digital requirements, implement approved tools across customer touchpoints, monitor adoption and Customer Connectivity Rate, identify gaps and coordinate dealer training and support.
• Voice of Dealer and Network Engagement: Manage survey participation, analysis, management reporting and action tracking. Drive engagement and recognition initiatives that reinforce accountability, collaboration and a customer-centric performance culture.
• Governance and Stakeholder Management: Coordinate BMW India, BMW AG, BMW Financial Services India, dealers and service providers. Manage milestones, reporting, escalations, contracts, vendor performance, risks and an annual programme budget of approximately INR 30 million.