Chief Operating Officer (COO) – Commercial Vehicles
Department
Operations
Reports To
Managing Director / Dealer Principal / Chief Executive Officer (CEO)
Job Purpose
The Chief Operating Officer (COO) is responsible for the overall leadership, strategic direction, operational excellence, and profitability of the Commercial Vehicle dealership business. The role oversees Sales, Service, Spare Parts, Finance & Insurance, Customer Experience, and Branch Operations to ensure sustainable growth, operational efficiency, customer satisfaction, and compliance with OEM and regulatory standards.
Key ResponsibilitiesStrategic Leadership
- Develop and execute the dealership's business strategy in alignment with organizational objectives and OEM requirements.
- Drive sustainable growth in revenue, profitability, market share, and customer retention.
- Identify new business opportunities, expansion plans, and strategic partnerships.
- Lead annual business planning, budgeting, and performance management processes.
Business Operations Management
- Oversee end-to-end dealership operations including:
- Commercial Vehicle Sales
- After-Sales Service Operations
- Spare Parts Business
- Finance & Insurance (F&I)
- Used Commercial Vehicle Business
- Branch and Regional Operations
- Ensure operational efficiency and process standardization across all locations.
- Monitor business performance and implement corrective actions where required.
Financial Performance & Profitability
- Drive achievement of revenue, profitability, and return-on-investment targets.
- Monitor departmental P&L performance and cost optimization initiatives.
- Ensure effective working capital management, inventory control, and cash flow management.
- Review financial reports, forecasts, and key business metrics.
Sales & Market Development
- Provide strategic direction to sales teams for market expansion and customer acquisition.
- Strengthen relationships with fleet operators, logistics companies, government institutions, and corporate customers.
- Drive retail, fleet, institutional, and key account sales growth.
- Monitor market trends, competitor activities, and industry developments.
After-Sales & Customer Experience
- Ensure superior customer satisfaction and customer retention across all service locations.
- Drive service revenue growth through workshop productivity, AMC programs, and value-added services.
- Establish customer-centric processes and service excellence initiatives.
- Monitor Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) performance.
Leadership & People Management
- Lead and develop senior management teams across Sales, Service, Parts, Finance, HR, and Operations.
- Build a high-performance culture focused on accountability, collaboration, and continuous improvement.
- Drive talent development, succession planning, and leadership capability building.
- Foster employee engagement and organizational effectiveness.
OEM & Stakeholder Management
- Maintain strong relationships with OEM leadership and regional teams.
- Ensure compliance with OEM operational standards, business processes, and performance requirements.
- Represent the dealership in OEM reviews, audits, and strategic meetings.
- Manage relationships with financial institutions, vendors, government authorities, and key stakeholders.
Governance, Compliance & Risk Management
- Ensure compliance with statutory, regulatory, financial, and operational requirements.
- Establish strong internal controls and risk management frameworks.
- Oversee internal audits, process audits, and corrective action implementation.
- Promote ethical business practices and corporate governance standards.
Technology & Process Excellence
- Drive digital transformation and process automation initiatives.
- Enhance business intelligence, MIS reporting, and data-driven decision-making.
- Implement best practices in dealership management systems (DMS), CRM, and operational controls.
- Lead continuous improvement projects to improve productivity and profitability.
Qualification
- Bachelor's Degree in Engineering, Business Administration, Commerce, or related discipline.
- MBA (Operations, Marketing, Finance, or General Management) preferred.
Experience
- 15–20+ years of experience in automobile dealership operations, commercial vehicle business, automotive retail, or related industries.
- Minimum 8–10 years in senior leadership roles managing multi-functional operations.
- Proven experience in P&L management, business expansion, and operational leadership.
- Experience with commercial vehicle OEMs such as Tata Motors, Ashok Leyland, Eicher Trucks and Buses, BharatBenz, Mahindra Truck and Bus, or similar brands is highly preferred.
Key Skills & Competencies
- Strategic business leadership.
- Commercial vehicle dealership operations management.
- P&L and financial management.
- Sales, service, and after-sales business expertise.
- Multi-location business management.
- OEM relationship management.
- Customer experience and retention strategies.
- Change management and digital transformation.
- Leadership development and team building.
- Negotiation, communication, and stakeholder management.
Key Performance Indicators (KPIs)Financial
- Revenue growth.
- EBITDA and net profit achievement.
- Return on capital employed (ROCE).
- Working capital efficiency.
Sales
- Commercial vehicle sales volume.
- Market share growth.
- Fleet and institutional sales performance.
After-Sales
- Service revenue growth.
- Workshop profitability.
- Spare parts sales achievement.
- Customer retention rate.
Operational
- Inventory turnover.
- Productivity and efficiency metrics.
- Branch performance and profitability.
Customer
- CSI (Customer Satisfaction Index).
- NPS (Net Promoter Score).
- Complaint resolution effectiveness.
People
- Employee engagement scores.
- Leadership succession readiness.
- Attrition and talent retention rates.
Compensation & Benefits
- Executive-level compensation package.
- Performance-linked incentives and annual bonus.
- Company vehicle and executive benefits.
- Medical insurance, provident fund, gratuity, and other statutory benefits.
- Long-term career growth opportunities.
Work Environment
- Executive leadership role overseeing multiple branches and business functions.
- Frequent travel across dealership locations and OEM offices.
- Regular interaction with OEM leadership, key customers, financial institutions, and senior management stakeholders.
Pay: ₹2,200,000.00 - ₹2,400,000.00 per year
Work Location: In person
