Consultant Customer Retention

Job Description

Consultant Customer Retention

Rank 4

Scarborough, ON

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:
- Analyze performance data from variety of sources to identify opportunities for dealership Sales and Service Customer Experience improvement- Leverage performance data analysis to present opportunities to Zone teams and obtain their support to work with identified dealerships- Conduct in-dealership assessments with identified dealerships, establish collaborative action plans with measurable KPI, 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- Support Zone Customer Experience improvement efforts with “ad-hoc” dealer visits as required- Focus on owner retention as a critical aspect of the Customer Experience to maintain/increase service retention- Deploy grassroots counter measures with dealers to improve retention and monitor performance to determine impact of countermeasures- Train and support 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 (i.e., Make A Date Every 8 program, Connected Services enrolment, etc.)- Prepare and distribute timely contact reports following dealer visits which clearly identify agreed upon action items using TBP (Toyota Business Practices) format- 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 as required

What You’ll Bring:
- College or University education in business or an automotive related discipline- 3-5 years’ experience in automotive wholesale, retail or dealership sales and service operations- Excellent written and oral communication skills- Strong decision-making, planning and problem-solving abilities- Previous experience working in a field role with automotive dealers is an asset- Solid working knowledge of Excel and PowerPoint required- Excellent interpersonal skills with a team oriented mindset- Proven ability to initiate & improve work processes to increase efficiencies- Ability to partner with various business units- Willingness to travel for dealer visits

About Us

Toyota Canada Inc. (TCI) 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 Make Things Better has 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 orientation, gender identity or expression, age, disability, religion, or any other characteristics protected by law.

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