Dealer Performance Metrics Manager

Stellantis•Auburn Hills, MI

About The Position

The Customer Experience Dealer Performance Metrics Manager is responsible for developing an interwoven CX strategy with Mopar, TSO, Customer Care, Connected Services/Software Org and Sales channels/stakeholders to collaborate, develop and communicate key customer experience initiatives across Stellantis. The Customer Experience Dealer Performance Metrics Manager serves as the individual driving collaboration with internal stakeholder/stakeholder teams for the overall ideation, development, and production of CX related initiatives.

Requirements

Bachelor's degree
7+ years of relevant related experience
Interface with all stakeholders and levels of the organization as required to communicate Customer Experience objectives and manage projects to completion
Business Center Tracking and Ranking Performance
Area Manager Training initiatives
CX Daily Support
Expertise in CX data
Support Dealership and internal communications
Lead coordination, communication, and execution in assigned Business Centers
Support Sales/Aftersales annual departmental goals and objectives
Support the development and implementation of annual certification plans
Support the tracking and analysis of training activities through the development of reporting and certification dashboards
Attend all required /ongoing CX meetings

Responsibilities

Oversee the integration of various CX systems such as Survey Dashboard, Text analytics, Incentive Dashboards, etc. Develop a data strategy, including integration with Palantir, to improve analytic tools and identify emerging customer concerns in the field and internal improvement needs.
Build strategic alliances with Mopar sales, TSO, Customer Care, and Sales organizations. Serve as the CX liaison for Mopar, TSO, Customer Care, Quality and Connected Services, Software organizations. Ensure cross-communication of annual strategic goals and priorities to facilitate cross-functional integration. Provide syndicated and in-market situation intelligence, CX needs/requirements, implemented solutions, and other relevant network realities throughout the calendar year.
Engage in continuous learning and stay updated on CX trends, technologies, and professional CX automotive/non-automotive networking.
Manage and communicate CX department expectations with Commercial Field Teams. Lead communication and facilitation of incentive program process, and incentive payments. Manage communication channel between HQ CX and Dealership Personnel
Analyze data flows, utilizing tools like Qlik, PowerBI, and Palantir to identify trends and develop next-generation control algorithms. Develop scalable machine learning solutions to address automotive challenges and enhance value across the automotive value chain. Apply advanced visualization techniques to communicate data insights clearly to both technical and non-technical audiences. Monitor key Sales and After Sales performance metrics and J.D. Power performance gaps, driving action with critical stakeholders.
Analyze customer journey insights to determine CX, Mopar, TSO, Customer Care, Connected Services, Software, and key internal and external process steps, interactions, and resources needed to strengthen the customer experience in key channels.
Support Mopar, TSO, Customer Care, and Sales' annual department goals and objectives.
Collaborate with the Performance Institute's CX Training Brand Manager to ensure annual CX goals and messaging are incorporated throughout the Performance Institute Sales and After Sales curricula, processes, and technologies.
Interface with all stakeholders and levels of the organization as required to communicate CX objectives and manage projects to completion.
Ensure support and development services are within budget and meet quality criteria and business needs.
Visit Stellantis dealerships and assembly plants as necessary to identify opportunities/gaps, gather intel, etc.
Attend CX Sales and After Sales related workshops to collaborate with stakeholders