Manager, Aftersales Customer Experience - Training & Voice of Customer

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 (MMNA) is seeking a dynamic and innovative Manager of Customer Experience - Aftersales to help lead our mission in transforming the customer journey at both corporate and dealership levels. This role is pivotal in elevating the performance of our regional personnel and dealership network through the development and implementation of cutting-edge operating standards, processes, and skill-based training initiatives. The ideal candidate will have a proven track record in creating customer-centric experiences that not only enhance satisfaction but also drive parts & accessory sales, loyalty, and retention.   As the Manager, Customer Experience - Aftersales, you will be responsible for crafting strategies and managing the execution of objectives aimed at providing a seamless and consistent experience across all aftersales customer touchpoints. This includes overseeing a dedicated team, managing budgets, and ensuring the successful deployment of strategies that align with MMNA’s vision for superior customer experience. If you are passionate about driving change and fostering excellence in customer experience, we invite you to join our team and make a significant impact on the future of MMNA.   Position Location:

• This position is based at our Headquarters office in Franklin, TN and follows a hybrid work arrangement. In-office attendance requirements at this time is 3 days a week in-office but may evolve over time. 

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 + yea