Manager, Aftersales Performance

Mitsubishi Motors North America, Inc. • Franklin, TN

17h • $110,000 - $130,000 • Hybrid

About The Position

The Manager, Aftersales Performance will work to accelerate MMNA’s long term Momentum 2030 business plan, ensuring that MMNA and its dealer partners are high performing, profitable, competitive, and focused on the customer experience. They will work closely with the Director, Aftersales Performance and a small team to strengthen the relationship between customers, dealers, MMNA, and the Mitsubishi Motors brand, emphasizing customer satisfaction and loyalty. They will analyze the feasibility, implementation, and success of key strategies and business objectives while supporting the same with MMNA’s dealer partners, providing key insights and collaboration at critical points of the customer journey. They will also provide key insights to MMNA’s leadership into network successes and challenges, and collaborate closely with other team members within Aftersales and the Regions to ensure that the Aftersales Department meets and exceeds its performance goals and KPIs.

Requirements

• 7+ years progressive exempt-level automotive wholesale/finance/parts/service/dealership experience.
• Strong financial and analytical skills; understanding of dealer financial operations and finance arrangements, ability to interpret financial statements and other financial reporting data and manage budgets.
• Advanced experience with relational data using Excel; proficient in Microsoft suite of products (PowerPoint, Word, Outlook).
• Advanced knowledge of the dealer network planning tools and process (Urban Science Ni2)
• Advanced knowledge of dealer financial analysis tools and process (Urban Science DBI)
• Strong familiarity with laws, regulations and resources for dealer network planning and operations (FLIS)
• Prior retail dealership General Management/Operations experience
• Demonstrated results-oriented leadership; demonstrated record of achieving performance goals and objectives.
• Demonstrated ability to manage multiple priorities in a fast paced environment while demonstrating flexibility and adaptability.
• Strong interpersonal and communication skills and executive presence, ability to communicate with credibility and develop trust at all levels of the organization. Ability to model the MMC Way and MMNA values with team members, fostering a positive culture and employee experience.
• Must have, and maintain a valid unconditional driver’s license and a MMNA approved driving record.

Nice To Haves

• Experience in Business Information Systems, Computer and Information Technology, or equivalent combination of education and experience.
• Soft skills that include knowledge of accounting processes, business process modeling, and advanced Excel and spreadsheet proficiency; experience having difficult conversations and comfort level with coaching/providing constructive feedback (in this case, to co-workers and dealer partners).
• Willing to learn new things, work in new areas, and thrive in an environment where independent decision-making will be required.
• Experience in both Sales Operations (new car sales) and Aftersales Operations preferred.
• 3+ years of experience managing a high performing team, setting performance goals and KPIs, coaching and mentoring, and knowledge of HR/management best practices.
• MBA or other appropriate advanced degree.

Responsibilities

• Drive Aftersales Performance, inspiring achievement of the Aftersales Parts, Aftersales Marketing, and Aftersales Service teams based on operational goals and revenue targets, as well as long term achievement in support of the Momentum 2030 plan.
• Assist Region Aftersales teams with data, analysis and reporting to better understand performance initiatives, process improvement, and best practices to support MMNA’s dealer partners; provide and explain data to Region Aftersales teams and other key stakeholders regularly to monitor low performance and sales trends to provide real time information.
• Develop/maintain knowledge of Aftersales dealer tools and programs (ex: Xtime, RevParts) to support Region Aftersales teams on engagement with dealer partners to effectively utilize tools and programs to maximize customer satisfaction and profitability.
• Liaise with dealer partners and other third parties to explore unique business opportunities in key markets, including, but not limited to, wholesale parts opportunities and vendors that support key MMNA/dealer initiatives.
• Provide data, information and analysis for new, buy/sell and terminated dealers (including customer retention and experience strategies) for parts and service profitability and KPI achievement.
• Align frequently with internal stakeholders across the customer journey, including CX, Marketing, Aftersales Marketing, Business Development, Product Planning, and Dealer Development, to ensure that information and strategy is shared and strategies are aligned to increase performance through consistency and collaboration.
• Lead projects from inception to post-execution, supporting development, execution, maintenance and reporting to Aftersales Performance leadership and cross-functional MMNA leadership.
• In collaboration with key stakeholders, lead project status and milestones with clear communication for all process steps, to include but not limited to, project scopes, project kickoff and timelines, project status updates, completion, follow up, and after action review.
• Develop excellent internal working relationships cross-departmentally and leverage those relationships to regularly communicate information associated with projects and programs.
• Work closely with members of management in Aftersales Marketing, Service and Parts teams to collaborate on effective strategies that will drive performance achievement in the Service Lane.
• Assess and measure effectiveness of programs over time, and when necessary, provide recommendations to MMNA Leadership for ongoing improvement measures. Research and present recommendations on cost savings, avoidance opportunities, and other efficiency enhancements. Collaborate with business partners when necessary to drive continuous improvement and develop action plans.
• Create presentations and assist with developing reports for assigned projects and programs as requested.
• Lead and coach your small team of 1-2 direct reports, and enable and encourage them to provide opportunities for growth and development for their teams, by fostering an environment of open, honest communications, teamwork, creativity, and high involvement, productivity, and efficiency. Keep an eye on internal growth and succession planning.
• Mentor and train team members on Company values and the achievement of short and long term organizational and departmental objectives. Ensure that the whole team understands the “big picture” and maintains awareness of national strategies and the strategies of other departments. Reduce/eliminate information silos and myopic viewpoints.
• Provide guidance as needed to Region employees to help identify opportunity areas with dealers and assist with action plans focused on dealer improvement.
• Work closely with the Human Resources department to ensure appropriate team and individual development.

Benefits

• Enjoy comprehensive healthcare coverage, including medical, dental, and vision plans.
• Take advantage of our Discounted Employee Lease Car program, covering insurance, maintenance, and registration fees, with no down payment or credit check required.
• This position comes with monthly a car allowance, contingent upon a satisfactory driving record.
• Benefit from our 401(k) with Company match and annual contributions based on years of service.
• Access professional development opportunities, including training, tuition reimbursement, and employee resource groups.
• Enjoy up to 30 days of paid time off, including holidays, vacation, and other leave options.
• Experience the perfect balance of remote and in-office work (~2 days remote, 3 days in-office) at our modern office, located in the vibrant Franklin, TN area.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed