Lexus Experience Field Manager

1 week ago

Toronto, Canada Toyota Full time

Job Description

Lexus Experience Field Manager

Rank 5

Scarborough, ON

Toyota Canada Inc. (TCI) currently has an exciting opportunity for a Lexus Experience Field Manager to join our new Lexus Experience Centre of Excellence. This is a full-time field opportunity reporting to the Manager, Lexus Experience. This role will be responsible for elevating the Guest experience by working alongside our dealer network. This encompasses achieving exceptional Guest Experience results, adhering to Guest Experience standards, excelling in operational and experience performance within the Pursuit of Excellence rewards program framework, providing training focused on the Guest Experience, and maintaining compliant dealership facilities.

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 including bonus- Extended health care and dental benefits effective immediately- Company pension plan with additional employer contributions- Company demo vehicle- Associate vehicle discount program- Reimbursement programs (tuition & fitness)- Paid holiday shutdown and competitive paid time off benefits- Sabbatical leave program

What You’ll be Doing:

- Lexus Dealer Performance_- Consolidate and analyze all dealer related customer experience data points, leveraging them to lead and design individual customer experience action plans while consulting with other relevant TCI field staff- Lead the Lexus Experience Standards Payment Program (LESP), to ensure dealer compliance on all standards (including auditing, control, and reporting) for the delivery of an elevated and consistent retail luxury brand experience- Lead the dealer follow-up on Lexus Pursuit of Excellence Program KPIs, and support the rewards program design and reporting- Collaborate with Guest Retention Consultant to consult on Lexus Purchase Recommendation (LPR) and Lexus Service Recommendation (LSR) gaps, customer relations insights, and in-dealer evaluations- Conduct thorough in-dealership assessment, verification, evaluation and reporting. Collaborate with the Dealer Standards & Sales Operations (DSSO) department to ensure facility compliance to brand image and operational effectiveness- Support Lexus Business Innovations (BI) project implementations related to Lexus Guest Experience
- Lexus Academy 2.0_- Participate in building an elevated Lexus Academy 2.0 program which will be focused on equipping Lexus dealers with the proper skills and knowledge to deliver an exceptional retail luxury brand experience- Collaborate in the development of Lexus Academy Training curriculum for Sales, Lexus Experience and Professional Leadership- Deliver and support third party Lexus Academy training events- Develop, support, and deliver Lexus Academy electrification training events

What You’ll Bring:
- University degree in business management and leadership, with data analysis, social sciences, education and/or training as additional assets- 7+ years of relevant experience; automotive experience is considered an asset- Solid knowledge of the Canadian automotive marketplace and/or luxury retail- Passion for customer experience- Ability to persuade and lead organizational change management, with effective collaboration skills- Exceptional communication abilities, including strong presentation and facilitation skills- Ability to operate under pressure and independently, with proven strength in multi-tasking- Ability to be assertive with diplomacy- Fluent in data analysis- Bilingual (French/English) is an asset- Frequent travel in Canada is required

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 to race, ethnicity, national origin, sex, sexual orie

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