Manager, Customer Experience - Aftersales

Mitsubishi Motors North America, Inc. • Franklin, TN

3d • $105,000 - $115,000 • Hybrid

About The Position

Mitsubishi Motors North America, Inc. (MMNA) is undergoing a transformation as part of its Momentum 2030 plan, which includes a modernized retail model prioritizing the customer journey and experience. The Customer Experience Department is now independent and responsible for connecting Sales, Aftersales, and all other customer touchpoints. This role focuses on elevating the customer experience throughout the Aftersales business, collaborating with internal teams and dealer partners. The position is data-driven, leveraging customer insights and dealer performance metrics to identify and address issues impacting customer satisfaction. The Manager will develop training programs, action plans, and strategic initiatives to drive sustainable improvements and reward success.

Requirements

• High level of knowledge and understanding of how to provide an exceptional customer experience.
• Strong analytical ability.
• Ability to communicate at all levels of the company.
• Proven track record of success in initiating customer experiences that enhance satisfaction, increase loyalty and retention, and boost service lane traffic and parts and accessories sales.
• 8+ years progressive, exempt-level automotive retail/OEM experience.
• BA/BS Degree in Business, Communications, Marketing, Automotive Technology, or equivalent combination of relevant education and experience.
• Demonstrated ability to motivate and influence others, including members of other teams and non-employees, without formal authority, building consensus and driving success across different areas.
• Strong analytical and storytelling skills.
• Comprehensive knowledge of Microsoft Office.
• Working knowledge of tools such as VoC platforms and Learning Management systems.
• Ability to work independently, without significant oversight or direction.
• Ability to effectively manage multiple priorities and meet deadlines.
• A sense of humor and enjoyment of the challenge.

Nice To Haves

• Automotive Aftersales experience preferred.
• Strong understanding of dealership operations, warranty and customer pay, and impact on the customer journey.
• Experience pulling information from a data warehouse.
• Experience with AI tools utilization or improvement in a customer-facing environment.
• Experience in the development and deployment of training and other related content (communications, learning materials) and/or direct experience training others.

Responsibilities

• Leading efforts to improve and sustain high customer satisfaction in the service lane by developing strategic initiatives, analyzing metrics, devising improvement methodologies, and ensuring accountability for dealer partners.
• Collaborating with the Manager – Customer Experience, Sales to ensure a holistic and seamless customer journey.
• Working with management in Aftersales Regions, Service, Warranty, Customer Connections, Dealer Development, and Legal to align initiatives, eliminate gaps in the customer journey, identify regional training needs, and prioritize resource allocation.
• Developing network-wide insights on systemic successes and challenges impacting customer satisfaction, identifying target dealers for in-depth assessments, root cause analysis, and action plan adjustments.
• Working with dealer partners with high customer satisfaction to understand and respond to evolving customer needs.
• Creating impactful contests and award programs for customer satisfaction and training, aligning with the CX Manager for Sales where appropriate.
• Developing and implementing non-technical training for dealer partners' Aftersales personnel to enhance customer experience, including selling skills, trust-building, digital tool utilization, and customer engagement.
• Working cross-functionally on the introduction of new models, including new vehicle training, accessory training, and dealer certification to increase customer satisfaction.
• Managing and developing dealer processes to support and improve the customer journey, as measured by online reviews, CSI studies, internal surveys, and data from the Customer Connections team.
• Using advanced analytics and platforms (e.g., Qualtrics) to analyze data, measure performance, and connect insights to improving outcomes and experiences.
• Leading initiatives related to brand sentiment and reputation in the service drive, creating a long-term vision and devising related initiatives.
• Overseeing CX dealer systems (e.g., Mitsubishi Academy) to optimize utilization and incorporation into internal and dealer partner improvements, determining necessary enhancements and consulting on their use.
• Making presentations to the Executive Committee and MMNA leadership, participating in strategy discussions with cross-functional leadership.
• Leading, mentoring, and measuring the performance of team members (currently one direct report).
• Overseeing the budget and revenue accounts within the CX – Aftersales area.
• Managing contracts and related approvals within the CX – Aftersales area in partnership with the Legal Department.

Benefits

• Comprehensive healthcare coverage, including medical, dental, and vision plans.
• Discounted Employee Lease Car program, covering insurance, maintenance, and registration fees, with no down payment or credit check required.
• Monthly car allowance, contingent upon a satisfactory driving record.
• 401(k) with Company match and annual contributions based on years of service.
• Professional development opportunities, including training, tuition reimbursement, and employee resource groups.
• Up to 30 days of paid time off, including holidays, vacation, and other leave options.
• Ongoing employee development programs.
• Impactful Community Relations initiatives.
• Employee benefits that make the experience exceptional.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager