Retention Data Analyst

Job Description

Retention Data Analyst

Rank 4

Scarborough, ON (Hybrid)

Deadline: This posting will close by November 20th at 11:59 PM EST.

Toyota Canada Inc. (TCI) currently has an exciting opportunity for a Consultant, Retention Analyst to assist our Service Retention team. This is a full-time opportunity and will report to the Manager of Service Process Development and Retention. The selected candidate will provide insights within After Sales customer and vehicle data that drive targeted retention initiatives and contribute to the continuous improvement of TCI's After Sales efforts.

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
• 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:

• Align retention efforts with broader business goals, ensuring that retention strategies contribute strategically to the success of TCI
• Foster collaboration among various departments, ensuring a holistic approach to customer retention that considers Sales, Marketing, Product Planning, Zones, and Customer Service perspectives
• Influence result-driving processes by providing data-driven insights and recommendations for enhancing retention programs and activities
• Continuous monitoring of industry trends and competitor activities positions TCI to remain vigorous and responsive to evolving customer expectations
• Utilize advanced analytical tools to dissect Service customer data, including service and maintenance history (CVSH), purchase history, and customer feedback
• Identify patterns, trends, and key drivers influencing service customer retention
• Differentiate lead versus lag indicators (qualitative and quantitative) to create opportunities to drive retention
• Development and maintenance of National Dealer service capacity model
• Segment service customer data to identify distinct groups with varying retention behaviours
• Collaborate cross functionally to tailor retention strategies for different customer segments
• Contribute to the design and implementation of targeted service retention programs, including personalized communication campaigns, loyalty programs, and service initiatives
• Ensure that retention efforts align with TCI's overall business goals and the specific needs of service customers
• Establish key performance indicators (KPIs) for Service retention initiatives and continuously monitor and evaluate program performance
• Provide regular reports and insights (Service Efficiency, VIN Retention, etc.) to TCI's After Sales Leadership and Zone Management Teams, highlighting successes and areas for improvement
• Collaborate extensively across the TCI organization to share insights and drive coordinated efforts to enhance customer retention
• Provide guidance for cross-functional After Sales related projects that impact customer loyalty and satisfaction
• Collaborate and assist Annual Dealer Review and Objectives/Target setting process through making recommendations on appropriate Dealer retention tasks
• Oversee the Maintenance Committee and Service Hub system to ensure all new model year vehicle maintenance schedule set ups are completed alongside Product Quality and Service Support (PQSS) and Warranty departments
• Stay informed about industry trends, competitor activities, and market dynamics affecting customer retention in Service
• Conduct periodic market research specific to Service to identify emerging opportunities and threats

What You'll Bring:

• University Degree or College diploma in an Automotive Program, Business Administration, or related discipline
• 3-5 years of related work experience, preferably in retail and wholesale operations
• Proven experience in data analysis, customer retention, or related roles within the automotive industry, with a specific focus on After Sales
• Strong knowledge of customer relationship management (CRM) fundamentals and strategies, particularly in the context of After Sales services
• Proficiency in data analysis tools such as Excel, PowerBI, SQL, and statistical software
• Strong command of Microsoft Office, with expertise in the PowerPoint application
• Excellent communication skills with the ability to convey complex data-driven insights related to After Sales in a clear and actionable manner
• Excellent prioritization, organizational, time management, problem solving, and analytical skills

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 orientation, gender identity or expression, age, disability, religion, or any other characteristics protected by law. Please advise us at any point during the recruitment and selection process or your employment if you require accommodation.