District Manager Aftersales

2 weeks ago

Halifax, Canada General Motors Full time

This role is categorized as remote. This means the successful candidate should be based in the Halifax region of Nova Scotia and is not expected to report to a GM worksite unless directed by their manager. This role requires regular in-person dealer contact.

The District Manager Aftersales (DMA) - Eastern Region (Halifax) primary responsibility is Service and Parts Sales Growth with an emphasis on Dealer process improvement. This position serves as a key liaison between GM, our Dealer Network, and our customers.

The Manager Aftersales - Eastern Region will lead the Dealer to continuously improve the Customer Experience and establish robust Customer Retention processes to improve both Dealer and GMCC Customer Care and Aftersales profitability/sales. The District Manager Aftersales - Eastern Region will hold their Dealers accountable to implement action plans and work with their Dealers and key managers to generate ideas to grow fixed throughput, improve both Dealer’s fixed operation business processes and Dealer parts purchase loyalty. The person in this position is responsible for all GMCC customer experience and service retention activities, GMCC parts, and accessory sales/initiatives in their district. A critical aspect of this position is to have regular face to face Dealership contacts, as such regular travel within the assigned district is required and the incumbent will utilize a company assigned vehicle. and holds themselves and others accountable for demonstrating GMs values and cultural behaviors. Performs other related duties as assigned.

Service Development and Customer Retention Processes

Ensure Dealer Activation Of Key Growth Processes Including

  • Retention improvement processes
  • Work with Dealers to grow their Parts Purchases from GMCC using reports/analysis and parts purchasing/booking programs
  • Implement marketing plans with Dealers to increase customer pay business
  • Ensure Dealers are providing a positive sales experience for customers in the service lane leveraging GM software (Online Service Scheduling/eVHC)/process in an effort to grow part sales.
  • Robust utilization of online service scheduling appointment booking
  • Implementation of “high impact” action plans to build positive customer experiences using customer satisfaction reports/verbatims
  • Monitor and provide recommendations to improve service retention using GMCC programs such as Complementary maintenance Program
  • Ensure Dealers engage all New Retail Customers and execute “win-backs”
  • Sales –to- Service Handoff for new and used vehicle sales
  • Walk-around Processes & Strategies
  • Customer Follow up via the Customer Sales & Service Retention Process
  • Host and present at District Business/Performance Meetings
  • Create a retail environment within Service facilities.
  • Ensure dealership process exist to keep retail displays and Point-Of-Purchase seasonally correct, up- to-date and complete
  • Complete periodic analysis of dealership fixed operations including financial performance. Share recommendations to increase fixed revenue and profits.
  • Assess dealer training needs and facilitate process and product training as well as education of fixed operations reports/analysis.

Customer Satisfaction/Retail Performance Standards

  • Improve Regional Dealer Service Satisfaction and Customer Experience processes in collaboration with District Manager - Customer Care and Service Process.
  • Liaison with Customer Care Ambassadors as the need arises to manage customer issues related to Customer Pay.

Customer Pay (Parts sales to customers)

  • As part of Develop and execute a business plan to achieve district Customer Pay objective with priority placed on GM Parts year-over-year growth.
  • Ensure dealer activation of Certified Service DMA marketing campaigns including “Good-Better-Best” strategy
  • Support dealership development and execution of an annual marketing plan with monthly tactics/initiatives that leverage DMA/National marketing plan

Parts and Accessories (Parts sales to dealers)

  • Execute business plan to achieve district net parts sale’s objective with key focus on, ‘around the wheel’ and wholesale strategy where applicable, including, collision and power-train products
  • Develop Dealer “Retail” stocking plan to support “Good-Better-Best” strategy, and marketing activities
  • Increase “Genuine GM Parts (loyalty) Percentage” and Tire purchase loyalty for all dealers and show Dealers of benefits re purchasing directly from GM Parts (incentives and discounts)
  • Assist Parts Managers with Retail Inventory Management compliance process, service center contacts and parts issues.
  • Counsel Dealers with Inventory Management Practice and Customer Special Order processes
  • Provide competitive product program feedback to Oshawa Marketing team
  • Support Cross functional and special initiatives as required

Other Qualifications

  • Valid drivers license
  • 2-4 years related experience
  • Type of experience: Sales/Related Field/Dealership Operations.

Skills And Abilities

  • Strong interpersonal and relationship building skills
  • Ability to influence others and gain consensus
  • Ability manage time and work remotely with minimal supervision while meeting objectives
  • Ability to clearly communicate goals and objectives
  • Ability to solve problems
  • Ability to work co-operatively within a team environment
  • Computer skills required, Microsoft office suite.
  • Bilingual skills are good to have but not mandatory
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