Manager, Aftersales Customer Experience - Training & Voice of Customer

Join the Mitsubishi Motors North America (MMNA) Team!  

Summary of Role:

Responsibilities:

• Manage and develop dealer processes to support and improve customer experience as measured by online review management, CSI syndicated studies and internal surveys.  Includes overseeing internal survey operation and analysis to drive improvements and actionable results.
• Develop, implement, and deploy Dealer Training for retail personnel and processes.
• Subjects include new vehicle launches, MY change overs, customer experience enhancements, selling skills, delivery, follow up, new programs, CX systems, and more. 
• Deployment methods include web-based training, webinars/vILT, video vignettes, AR/VR devices and programs, and more.
• Lead the ongoing management of Reputation.com, MMNA’s Online Review and Survey platform.  Includes creating and upholding long-term vision, benefits, timeline, training, objectives, and KPIs, and more.
• Help oversee all aspects of the CX Dealer Systems (examples include MiSHOWROOM and MiDELIVERY,  etc.), including ongoing management, reporting, implementing enhancements, and introducing dealer processes to support increased utilization.
• Manage Mitsubishi Academy (LMS) site, including system enhancements, user support and reporting of dealer training and resources.  
• Manage dealer award programs for SSI/CSI and Training, seeking ways to enhance and align Sales and Aftersales award programs where appropriate.
• Work cross-functionally with the key stakeholders of the EV Certification program to ensure safety education and a positive customer experience in both sales and aftersales.
• Collaborate with Manager, Customer Experience-Sales to create holistic and complete customer journey
• Support Regional reporting and training needs for Dealers and Region personnel.
• Support Aftersales divisions with regards to data on performance KPIs and relationship to SSI/CSI, training, recognition programs, etc. 
• Build, develop and support the Customer Experience team.
• Oversee budget expenses and revenue accounts.
• Meet stated deadlines while delivering quality results.
• Regular attendance at work on a full-time schedule of at least 8 hours daily and 40 hours weekly.
• Perform other duties as assigned.

Required Qualifications:

• 8 + years progressive, exempt-level automotive retail/OEM experience 
• Automotive Aftersales experience preferred
• BA/BS Degree in Business/Marketing or equivalent combination of education and experience 
• Comprehensive working knowledge of MS Word, Excel, and PowerPoint
• Strong verbal and written, communications, and presentation skills
• Strong interpersonal skills
• Strong business acumen
• Strong organization skills
• Ability to effectively manage multiple priorities
• Ability to meet deadlines while delivering quality results
• Strong attention to detail a must
• Ability to work independently

Pay Transparency: 

The base salary for this position ranges between $85,000 to $100,000. The base salary will be based on a number of factors including the role offered, the individual's job-related knowledge, skills, and qualifications. In addition to base salary, we are proud to offer a comprehensive and competitive benefits package for all eligible employees which also includes 401k with company match, Mitsubishi Lease Program, and a full range of medical, financial, and other perks and benefits.

Perks and Benefits:

• Family First: Enjoy comprehensive healthcare coverage, including medical, dental, and vision plans.
• Be a Proud Mitsubishi Ambassador: Take advantage of our Discounted Employee Lease Car program, covering insurance, maintenance, and registration fees, with no down payment or credit check required.
• Drive with Perks:  This position comes with monthly a car allowance, contingent upon a satisfactory driving record.
• Secure Your Future: Benefit from our 401(k) with Company match and annual contributions based on years of service.
• Fuel Your Growth: Access professional development opportunities, including training, tuition reimbursement, and employee resource groups.
• Take Time for Yourself: Enjoy up to 30 days of paid time off, including holidays, vacation, and other leave options.
• Hybrid Working Environment: Enjoy the best of remote and in-office work in our modern office located in the trendy area of Franklin, TN.
• Thrive in an Open Environment: Experience our collaborative workspace where ideas flow freely.

The MMC Way:

Our values form the foundation of everything we do. At Mitsubishi Motors, we are committed to a set of core principles that guide our actions, decisions, and interactions. Our values reflect who we are as a company, how we collaborate, and the impact we aspire to make. These values are what we call the MMC Way:

• Think of Our Customers, Strengthen Trust
• Enrich Society
• Welcome All Facts, Share Difficult News First
• Conduct and Challenge Yourself Professionally
• Respect All, Work as a Broader Team

Diversity and How to Apply:

At MMNA, we embrace the strength that diverse perspectives and experiences bring to our team. Our application process is designed to champion inclusion and equity. We're on the lookout for the ideal fit for each role, valuing skills and experiences over traditional education or specific company backgrounds. Feel encouraged to apply, even if your profile doesn't precisely match the job description. We invite you to delve into a few thought-provoking questions in our application, offering you the opportunity to showcase your unique talents and insights right from the start.

Once you've submitted your application, expect to hear from us within 7 business days. We're committed to keeping you informed about the status of your application, ensuring transparency and open communication throughout the process. We understand that perfection is a journey, and if you ever have questions about your application or the process itself, don't hesitate to reach out to your recruiter. 

Mitsubishi Motors is proud to be an equal-opportunity employer, excited about collaborating with talented individuals of all identities. We do not discriminate based on identity, aligning with our commitment to fostering a diverse workplace. Our code of conduct serves as a guiding light for the company we aspire to be, celebrating our differences as the driving force behind a product that serves a global user base. 

We welcome applications from individuals with disabilities and is prepared to provide reasonable accommodations. If you require such accommodations for the job application or interview process, please email mmna-talent_acquisition@na.mitsubishi-motors.com.

We hope you will join us on this journey where your dedication aligns with our values, creating an environment that fosters growth, collaboration, and meaningful contributions.

Click here to learn more about what it's like at MMNA!