Manager, Customer Experience - Aftersales

Manager, Customer Experience - Aftersales

Franklin, TN (Hybrid Position)

Join the Mitsubishi Motors North America (MMNA) Team!

At Mitsubishi Motors NA, we are driving innovation, quality, and excellence in the automotive industry. Our commitment to delivering cutting-edge vehicles goes hand in hand with our dedication to fostering a dynamic and inclusive work environment. Our team members are the driving force behind our success, and we believe in empowering individuals to contribute their unique skills and perspectives. We are a collaborative and forward-thinking team that values diversity, creativity, and continuous improvement. At MMNA, your career is not just a job but a journey of growth. Benefit from ongoing employee development programs, contribute to our impactful Community Relations initiatives, and enjoy a range of employee benefits that make your experience with us exceptional. Be part of a company proud of its heritage and excited about the future where together, we shape the future of mobility and drive success in every mile.

Summary of Role:

Mitsubishi Motors North America, Inc. (MMNA) is well on the path of its long term Momentum 2030 plan and at the heart of Momentum 2030 is a modernized retail model that puts the customer journey and experience front and center. As part of MMNA's transformation, the Customer Experience Department has recently become a wholly independent department, but one that is responsible for connecting Sales, Aftersales, and all other points on the customer journey.

As a customer-centric brand that puts the customer's entire lifestyle in mind, we believe that each step of the journey is critical. The ownership portion of the journey, which can last for many years, has the most opportunities for interactions and touchpoints with the customer, and in turn to earn their trust and loyalty. With that framework in mind, the Customer Experience Department is looking for a Manager, Customer Experience Aftersales to elevate and enhance the customer experience throughout the Aftersales side of our business, working cross-functionally with internal teams, and with our dealer partners throughout the country.

As the Manager, Customer Experience Aftersales, you will be a key leader in driving measurable, sustainable improvements in the customer experience, partnering with internal teams, external partners, and our independent dealer network. While this role is highly data-driven, you will also rely on your experience and knowledge of what is truly important to customers to enhance their experience. Leveraging internal and external sources of information and feedback, as well as dealer performance metrics, you will identify issues that impact the customer experience positively and negatively, from single dealer partners to network-wide. You will consult with members of the Aftersales team to increase their knowledge and expertise to further drive change. You will also create training programs, action plans, and devise and implement strategic initiatives, to initiate and sustain improvement and reward success.

Responsibilities:

Differentiate Mitsubishi Motors in the Service Drive

At Mitsubishi, we don't just want to support best practices. We want to truly differentiate ourselves from other brands, treating the customer as an individual and creating a sense of loyalty and brand ambassadorship. To that end, responsibilities include:

• Leading the charge to improve and sustain a high level of customer satisfaction in the service lane, developing strategic initiatives and programs to improve service, analyzing metrics, devising improvement methodology, and accountability for our dealer partners; collaborating with the Manager Customer Experience, Sales to ensure a holistic, seamless customer journey.
• Working with other members of management in the Aftersales Regions, Service, Warranty, Customer Connections, Dealer Development, Legal, and others to align initiatives, eliminate gaps in the customer journey, identify and report on Regional training needs, and prioritize and allocate resources.
• Developing network-wide insights both on systemic successes and systemic challenges that impact customer satisfaction both positively and negatively. Identifying target dealers and working closely with District and Region Aftersales Managers to conduct in depth assessments, identifying root causes, and creating/adjusting action plans. Additionally, working with our dealer partners where customer satisfaction is high to understand and respond to the needs of the Mitsubishi customer of today and tomorrow.
• Creating meaningful, impactful contests and award programs for customer satisfaction and training, working closely with the CX Manager for Sales to align programs where appropriate.
• Developing and implementing non-technical training for dealer partners' parts, service and other Aftersales personnel that will have the highest impact on a superior customer experience, including selling skills, enhancing trust, increasing use of digital tools, new programs, customer touchpoints and engagements, and more. This will include web-based training, webinars, video vignettes and more.
• Finally, our Momentum 2030 plan involves the introduction of exciting new product to our vehicle lineup. With more newcomers to the brand than ever, we must ensure that we are prepared to engage and retain those customers. To that end, working cross-functionally with key stakeholders across MMNA on the introduction of new models, including new vehicle training, accessory training, dealer certification, and other areas that increase customer satisfaction is key.

Listen to the Customer

To provide the superior customer experience our customers deserve, we must move beyond survey management to intelligence utilization. In this role, you will listen and help others learn. Responsibilities include:

• Managing and developing dealer processes to support and improve the customer journey, as indicated and measured by online reviews, CSI syndicated studies, internal surveys, data from the Customer Connections team, and others; using advanced analytics and platforms (such as Qualtrics) to analyze data and measure performance, and then act on that information to connect it to improving outcomes and experiences.
• Leading initiatives related to brand sentiment and brand reputation in the service drive, working closely with data gleaned from Reputation and other sources; helping to create the long-term vision for the brand, and devising related initiatives including timeline, training, and objectives.
• Overseeing CX dealer systems (such as Mitsubishi Academy) to optimize utilization and incorporation into internal and dealer partner improvements; determining necessary enhancements and associated impact, and consulting internally and with dealer partners on using tools to make meaningful improvements.

Leadership and Team Management

As a member of a small team within a small company, you will have opportunities to enhance your leadership skills, contribute to overall strategic direction, and have direct contact with the executive team. At the same time, you will manage business and operational direction within the CX Department. Responsibilities include:

• Making presentations to the Executive Committee and other members of MMNA leadership; participating in strategy discussions and meetings with cross-functional leadership.
• Leading, mentoring, and measuring performance of team members (this position currently has one direct report).
• Overseeing the budget and revenue accounts within the CX Aftersales area.
• In partnership with the Legal Department, managing contracts and related approvals within the CX Aftersales area.

Position Location and Schedule:

• This position is based at our Headquarters office in Franklin, TN and this team currently follows a hybrid work arrangement consisting of 3 days per week in office, which may evolve over time. A small amount of domestic travel will be required (2-3x per year). This role is not expected to involve international travel.
• This role requires a regular schedule working Monday through Friday, at least 40 hours per week.

Required Qualifications:

This role requires a high level of knowledge and understanding of how to provide an exceptional experience to customers, along with strong analytical ability, and ability to communicate at all levels of the company.

The ideal candidate will have a 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.

Other requirements and differentiators:

• 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
• Automotive Aftersales experience preferred; strong understanding of dealership operations, warranty and customer pay, and impact on the customer journey
• Demonstrated ability to motivate and influence others, including members of other teams and non-employees (such as dealer partners) without formal authority, building consensus and driving success across different areas is a differentiator
• Strong analytical and storytelling skills, including comprehensive knowledge of Microsoft Office and working knowledge of other tools such as VoC platforms and Learning Management systems for turning data and journeys into clear narratives and decisions is required; experience pulling information from a data warehouse and experience with AI tools utilization or improvement in a customer-facing environment are differentiators
• Experience in the development and deployment of training and other related content (communications, learning materials) and/or direct experience training others is a differentiator
• Ability to work independently, without significant oversight or direction, and ability to effectively manage multiple priorities and meet deadlines are required
• A sense

Mitsubishi Motors North America, Inc.