Manager, Customer Experience - Aftersales

Mitsubishi Motors • Franklin, TN

2d • Hybrid

About The Position

Mitsubishi Motors North America, Inc. (MMNA) is on a path of its long-term Momentum 2030 plan, which includes a modernized retail model that prioritizes the customer journey and experience. The Customer Experience Department, now independent, connects Sales, Aftersales, and all other customer touchpoints. This role focuses on elevating and enhancing the customer experience throughout the Aftersales business, collaborating with internal teams and dealer partners. The Manager, Customer Experience – Aftersales will be a key leader in driving measurable, sustainable improvements by leveraging data, customer feedback, and dealer performance metrics to identify and address issues impacting the customer experience. This role involves developing training programs, action plans, and strategic initiatives to foster improvement and reward success.

Requirements

• High level of knowledge and understanding of providing 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 other 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 through strategic initiatives, program development, metric analysis, and accountability for dealer partners.
• Collaborating with internal teams (Aftersales Regions, Service, Warranty, Customer Connections, Dealer Development, Legal) to align initiatives, eliminate gaps in the customer journey, identify training needs, and allocate resources.
• 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 creation.
• Working with high-performing dealers 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 Aftersales personnel (parts, service) to enhance customer experience, including selling skills, trust-building, digital tool utilization, and customer engagement.
• Collaborating 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 improve the customer journey, as measured by online reviews, CSI studies, internal surveys, and Customer Connections data.
• Utilizing advanced analytics and platforms (e.g., Qualtrics) to analyze data, measure performance, and drive improvements.
• Leading initiatives related to brand sentiment and reputation in the service drive, contributing to the long-term brand vision and devising related initiatives.
• Overseeing CX dealer systems (e.g., Mitsubishi Academy) to optimize utilization and drive improvements, determining necessary enhancements and consulting with internal teams and dealer partners.
• Making presentations to the Executive Committee and other MMNA leadership.
• Participating in strategy discussions and meetings 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.
• Community Relations initiatives.

What This Job Offers

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