Senior Manager, Customer Centricity – Business Cards & Payments
Capital One
District Manager – Parts & Service
General Motors
full-time
Posted on:
Location Type: Remote
Location: Remote • Massachusetts • 🇺🇸 United States
Visit company websiteSalary
💰 $78,000 - $105,700 per year
Job Level
JuniorMid-Level
About the role
- Extreme ownership of District Revenue, Retention & Customer Experience
- Serve as a trusted advisor to dealership leadership
- Responsible for driving revenue growth, achieving Key Performance Indicators (KPIs) and effective execution of all Customer Care & Aftersales (CCA) programs, initiatives and related activities
- Expected to thoroughly prepare for and conduct the standardized dealer contact process with an emphasis on dealer priorities/needs and GM performance goals
- Responsible for analyzing dealer’s marketing and merchandising plans and provide effective recommendations to drive service lane traffic
- Responsible for creating and executing annual Business Plans and implementing effective countermeasures to mitigate headwinds
- Responsible for successfully addressing and resolving aftersales customer needs, including but not limited to: resolution of Service Parts Assistance Center (SPAC)/Customer Assistance Center (CAC)/Technical Assistance Center (TAC) cases, Goodwill/Warranty/Policy requests KPIs: Sales Reporting Tool (SRT) sales objective, Net Promoter Score (NPS), Retention, Service Training Standards (STS) Training, EV Training & Compliance
Requirements
- Bachelor’s Degree or Equivalent Experience
- 2+ years of experience leading, guiding and improving dealership Fixed Operations
- Proficient automotive industry knowledge and business acumen including service operations, warranty administration and customer experience
- Proficient knowledge of Dealership Service & Parts Operations: Automotive Parts and Service Systems Dealer Operating Report & Fixed Analysis Tools Dealership profit department’s structure and interconnectivity
- Consultative Selling Skills
- Effective oral and written persuasive and informative communication skills
Benefits
- Medical
- Dental
- Vision
- Health Savings Account
- Flexible Spending Accounts
- Retirement savings plan
- Sickness and accident benefits
- Life insurance
- Paid vacation & holidays
- Tuition assistance programs
- Employee assistance program
- GM vehicle discounts
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
KPI achievementBusiness Plans creationService Parts Assistance Center (SPAC)Customer Assistance Center (CAC)Technical Assistance Center (TAC)Sales Reporting Tool (SRT)Net Promoter Score (NPS)Service Training Standards (STS)EV TrainingWarranty administration
Soft skills
consultative sellingeffective communicationpersuasive communicationinformative communicationleadershipguidingimproving customer experienceproblem resolutionanalytical skillstrusted advisor
Certifications
Bachelor’s Degree
