Director, Manufacturer Relations
Director, Manufacturer Relations
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Job Description
Oversees the strategy for Sonic Automotive EchoPark and Powersports Customer Experience and Hospitality initiatives. Directs policies objectives and initiatives related to the customer experience and OEM requirements. Develops procedures policies and playbooks for OEM-provided initiatives and oversees independent initiatives vendor management and survey development. Acts as the primary interface for customer experience metrics in sales and service for Sonic Automotives retail network. Leads and directs data mining information analysis troubleshooting and action planning to improve scores to meet or exceed benchmarks.
Key Responsibilities
- Oversee team in identifying underperforming dealerships using reports to pinpoint issues and prepare improvement analysis. Shares findings with VP of Manufacturer Relations Executive VP and field leadership.
- Conduct site visits at underperforming stores. Collaborate with management to review analytics and observations in order to formalize action plans to improve performance. Monitor and assess the implementation of these plans to determine their success rate. Schedule Teams Meetings post visits to review analytics with the team and follow up on teammates Moments of Truth training.
- Manage relationships with OEM partners act as the main corporate contact for their national and regional reps and establish metrics and targets for CSI reporting (green standard).
- Oversee the collection reconciliation reporting and correspondence of CSI data. Administer dealership and teammate recognition for outstanding guest experience performance.
- Responsible for month-end close CSI performance reporting for all divisions.
- Assist Brand Vice Presidents with CSI performance by providing tracking and forecasting reports conducting in-depth analysis and making informed recommendations.
- Administer and develop surveys unrelated to OEMs for independent analysis as needed.
- Oversee and improve Echo Parks strategy for customer satisfaction and experience. Conduct monthly EchoPark Teams Call with General Managers and Guest Loyalty Specialists.
- Partners with the Training team to facilitate manufacturer relations training across all of Sonics academies.
- Collaborates with Corporate Communications to provide CSI content for the monthly company video.
Qualifications :
- Bachelors Degree with 7-10 years of demonstrated experience in market research and Customer Satisfaction Index (CSI) performance management.
- Experience in automotive powersports and/or OEM is required.
- Must be able to build and maintain relationships with all levels of the organization and OEM partners.
- Must have an unreasonable hospitality mindset.
- Strong analytical skills with the ability to interpret complex data.
- Articulate speaker with strong written and presentation skills.
- Skilled in MS Office Works Excel PowerPoint
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
