Manager, Aftersales Performance

Role Overview

• 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.
• 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.

Requirements

• 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.

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.
• Hybrid working environment, 2-3 days remote available.