Retail Enablement Manager- Customer Experience

Holman is a family-owned, global automotive services organization anchored by our deeply rooted core values and principles that have enabled us to continue Driving What’s Right throughout the last century. Our teams deliver the Holman Experience by treating our customers and each other as we would like to be treated, and creating positive, rewarding relationships all around.

The automotive markets Holman serves include fleet management and leasing; vehicle fabrication and upfitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States.

Holman is currently accepting applications for the position of Manager- Retail Enablement

As Retail Enablement Manager, you will play a key role within the Retail Central Operations team at Holman, working to support retail leadership, customer experience and our internal partners. As a part of our CX Strategy team, you will direct initiatives such as training, best practices, content, tools and technology.  Work directly with sales and store leadership, Holman University, marketing, and our IT teams to drive our ability to provide an exceptional customer experience by optimizing processes within our current Digital Retail and CRM tools. An ideal candidate will have a passion to help others succeed and a desire to work in a role that is continuously evolving in a fast paced dynamic organization.

Primary Tasks:

• Innovate, Design & Consult on all aspects of digital retail and CRM affecting sales and customer experience
• Manage vendor responsible for deploying digital retail and CRM tools
•  Serve as internal project manager for implementation and maintenance of business-wide rollout of key software applications
• Understand success factors and requirements of the applications being implemented.
• Develops and refines project and communication plans for each store based on unique needs.
• Communicate timelines, success factors, contact points, and dependencies to all stakeholders, participants, and affected staff.
• Coordinate 3rd party application staff to implement at our dealership operations.
• Coordinate dealership staff and support resources to assist implementation and assure success.
• Optimize, validate, and test configurations to assure they meet objectives and maximize effectiveness.
• Coordinate initial and ongoing user training and/ or vendor support at dealership, as necessary.
• Manages project plans to ensure all parties meet targeted deadlines. Identifies and documents best practices and recommendations to refine implementation and support processes.
• Acts as main point of contact for applications for escalations acting as a liaison between store and vendor.
• Follow-up with operations leadership and staff to assure applications are fully implemented, configurations are optimized, application is being used effectively, and KPIs are being hit.
• Perform all other duties and special projects as assigned.

Relevant Work Experience:

• ·         7-10+ years’ experience, including 3+ at a leadership level
• ·         Breadth and depth of technical or functional expertise in own area of responsibility or department; may be acquiring knowledge of other related areas of departments.
• ·         Developing and implementing processes, methods, and tools to increase efficiency and accuracy.
• ·         Reviewing and improving processes, methods, and tools to increase efficiency and accuracy.
• ·         Previous large-scale project management experience

Education and/or Training:

·         Bachelor’s degree Required

·         Additional education, certifications, or other distinctions are a plus

·         PMP (Project Management Professional) certification preferred

·         Proficient in various desktop tools including MS Office Programs (i.e. Outlook, Excel, Word, PowerPoint, Project, Visio, SharePoint etc.)

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At Holman, we exist to provide rewarding careers and better lives for employees and their families. We hire, train, empower, and reward exceptional people. Our journey is guided by our desire to get it right every time and the acknowledgement that we have an opportunity to be better. To be better, we have to do better, and to do better we must know better. That’s why we are listening, open to learning new things – about ourselves and each other. We will never stop striving for improved diversity, equity,