Manager, Aftersales Performance

Join the Mitsubishi Motors North America (MMNA) Team!  

About the Job:

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. 

As the Manager, Aftersales Performance, You Will:

Aftersales Performance Achievement & Business Development

• 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.

Aftersales Performance Management

• 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.

Leadership/People Development:

We are looking for someone who is passionate about people – who can foster growth and development of direct reports, inspiring them to success in their own roles, and who can assist in coaching and mentoring MMNA’s Aftersales field team members.

• 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.

Generally, the person is this role will be a team player within the Aftersales Department and cross-functionally to provide expertise and support where needed to ensure overall team success. This job description includes representative responsibilities, and other duties may be assigned from time to time. 

Location of Position, Travel, and Schedule:

This full time (M-F, 40+ hours per week) position is located at the Company’s Franklin, TN Headquarters. Domestic travel to Regions/dealerships will be necessary approximately 10-15% of the time. International travel is not expected. In conjunction with MMNA’s strong work from home culture, it is expected that the person in this role will be able to work from home 2-3 days per week (sometimes more, sometimes less), depending on what is happening in office that week. However, please note that this role cannot be performed remotely; the successful candidate will live in or be willing to relocate to the Middle TN area.

Ready to Join The Team? You Should Have:

• 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.

Extra Horsepower (Profile Differentiators): 

• 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.

Pay Transparency: 

The base salary for this position ranges between $110,000 to $130,000. 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: 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.
• 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!