Consultant, Customer Retention

2 weeks ago

Toronto, Canada Toyota Full time

Job Description

Consultant, Customer Retention - 12 Month Contract/Acting

Rank 4

Scarborough, ON (Hybrid)

Toyota Canada Inc. (TCI) currently has an exciting opportunity for a customer experience-focused individual to support the Customer Retention department. This is a 12-month contract/acting opportunity reporting to the Manager of Customer Retention & VOC, located at our head office and requires travel to Toyota & Lexus dealerships in the Central region (Ontario).

What We’ll Bring:

- Company & Culture_- A hybrid work environment- A work environment built on teamwork, flexibility and respect- Professional growth and development programs to help advance your career- A focus on respect for people and continuous improvement- Summer Hours - condensed work week during the summer
- Benefits_- Competitive compensation package- Extended health care and dental benefits effective immediately- Company demo vehicle- Associate vehicle discount program- Paid holiday shutdown and competitive paid time off benefits

What You’ll be Doing:
- Provide customer experience expertise to dealers by leveraging performance & customer data and dealer-level insights to help dealers improve their customer experience- Conduct in-dealership assessments, establish collaborative action plans with measurable KPIs, share best practices, and deliver training in support of achieving identified action items- Conduct regular dealer visits to review action plan progress and performance related to the Sales and Service Customer Experience with dealership management- Prepare and distribute timely contact reports following dealer visits which clearly identify agreed-upon action items using the TBP (Toyota Business Practices) format- Provide customer experience expertise to Zone teams by leveraging performance data analysis to present opportunities for zone-wide customer experience improvement initiatives- Identify opportunities and present action plans to dealers to help them achieve their Toyota Presidents program targets and achieve a high-performance culture- Support Zone customer experience improvement efforts with ad-hoc dealer visits as required- Perform frequent customer survey audits and strategic analysis to ensure the legitimacy of data and results across the dealer network- Focus on owner retention as a critical aspect of the customer experience to maintain/increase service retention- Deploy grassroots countermeasures with dealers to improve retention and monitor performance to determine impact of countermeasures- Inform, educate, support, and train all levels of dealer staff in the use and understanding of the Customer Experience Survey Program- Provide ongoing support of National and Zone level initiatives designed to maintain and increase customer retention- Initiate and implement appropriate “kaizen” (continuous improvement) efforts which result in work efficiencies relating to cost reduction or avoidance, improved time and process efficiencies- Standardize process and share successes across the team through the sharing of best practices- Form strong working relationships with Zone field teams (Sales, Parts & Service, Marketing and Training)- Participate in departmental/zone meetings, team events, and activities

What You’ll Bring:
- College Diploma or University Degree in business, automotive-related or relevant discipline- 3+ years of experience in automotive wholesale, retail or dealership sales and service operations- Excellent written and verbal communication skills- Strong decision-making, planning and problem-solving abilities- Advanced proficiency in Microsoft Office Suite (Excel, PowerPoint, etc.)- Excellent interpersonal skills and team-oriented mindset- Ability to initiate & improve work processes to increase efficiencies- Business partnering skills- Previous field experience is an asset- Bilingual (French and English) is an asset

About Us

Toyota Canada Inc. is the exclusive Canadian distributor of Toyota and Lexus vehicles. Toyota Canada's head office is in Toronto, with regional offices in Vancouver, Calgary, Montreal and Halifax. Toyota parts and accessories are distributed through TCI's Parts Distribution Centres in Bowmanville and Vancouver. TCI supports over 287 Toyota and Lexus dealers in Canada with services that include training, sales, marketing, environmental and customer satisfaction initiatives.

What Sets Us Apart?

A focus on people, passion for Toyota, innovation and continuous improvement have made us an award-winning company, recognized worldwide for our technological leadership and superior standards of quality, community involvement and environmental responsibility.

What You Should Know:
Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. We are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business. Applicants for our positions are considered without regard

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