Retention Subject Matter Expert

2 months ago

Markham, Canada Honda Canada Full time

**Job Description**:
The role of Retention Subject Matter Expert is to keep Honda and Acura dealer network accountable for the key business objectives (revenue/profit/retention) in their respective markets. This role will provide tactics to improve dealer revenue/profit by focusing on dealers with greatest improvement opportunity. They will work with opportunity dealers to identify gap root causes and gain buy-in of Dealer Principals & General Managers in order to establish a sustainable customer retention improvement action plans.

**Responsibilities**
- Focus on prioritizing & working with top performing dealers for "best practice" identification, and 25% opportunity dealers who are not achieving KPI's in their respective markets and impacting the overall national plan by informing each dealer of their subpar performance;
- Provide the Strategic Planning group any business insights in market conditions / trends, industry conditions / trends and dealer trends / feedback;
- Assist in creating the key assumptions for kilometer's driven, warranty impact, marketing impact, dealer traffic impact & overall Repair Order & Customer Pay Repair Order forecasting;
- Work with the Strategic Planning group to gain consensus on overall RO & CPRO annual plan broken into Nariyuki (baseline) and effort categories; Special attention to effort category which the Retention SME team is responsible for achieving;
- Support the Strategic Planning team in reviewing, updating & gaining consensus with Retention SME team; Submit overall RO & CPRO annual plan so plan can be incorporated into overall Sales & Profit plans;
- Once overall RO & CPRO annual plan provided by the Strategic Planning team, develop tactical plan in detail for effort component of CPRO plan; Execute all tactics in the plan by working with all key stakeholders (CRM, CE, ISD, Dealers, etc);
- Illustrate the financial impact of retention opportunity to the dealer, hold dealer accountable for an action plan to improve dealer results and monitor dealer progress on the action plan. Leverage Zone Dealer Operations Management & General Management if needed for support;
- Complete the monthly CAPDO document with a monthly review of targets vs actual for overall RO & CPRO annual plan and gaps identified;
- Perform a detailed gap analysis and countermeasure development plan for your respective area(s) of focus.

**Qualifications**
- University/College degree/diploma in Business or an automotive related discipline;
- 3-5 years automotive retail dealership management experience an asset;
- Previous territory management an asset;
- Customer Handling, Marketing Insights & Analytics experience;
- Experience with Microsoft Programs (PPT, Excel, Word, One note), Outlook;
- This role will work with other groups to make decisions on identifying priority dealers and possesses the ability to provide direction to dealer managers;
- Well-developed communication, interpersonal, analytical, administrative, and problem solving skills, self-motivation required;
- Decision making considered to be referred to higher authority include; dealer escalations & program exceptions;
- Weekly status meetings with Retention manager who provides clear & concise direction on weekly priorities.
- Honda Canada Inc. is committed to providing accommodation in its recruitment processes to applicants with disabilities, upon request. The accommodation will take into account the applicant’s accessibility needs.-
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