Regional Customer Experience Manager

With a focus on Mobility, Operational Excellence, Value to our Customers and the Electrification of vehicles, you can expect to be part of something exciting. From the sleek design of our vehicles to the unique opportunities we offer around the globe, Nissan exemplifies ingenuity in everything we do. Our people are what drive the business forward.
Job Summary
Responsible for driving Nissan retail sales through improving the customer experience, reducing rejection/defection, and increasing retention and loyalty within an assigned region. Leads tracking and analysis to identify target dealers to improve the customer experience during all touch points in dealership sales and service processes. Conducts in-dealership deep dives on process and creates action plans with dealer staff to effect change in dealerships and reduce lost sales. Monitors Consumer Affairs and Quick Pulse/ Voice of Customer to identify and incorporate positive practices into dealerships and escalate patterns of customer issues for company action. Supports implementation, communication and administration of national programs that incent and reward top-performing dealerships’ sales associates and owners on improving and maintaining the highest levels of customer sales and customer service quality.
Job Functions
The following job +function statements describe the general nature and level of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. The statements reflect the expectations of the fully trained, proficient incumbent who meets all performance criteria.
1. Routinely analyzes sales satisfaction survey results and all customer contact sources to evaluate the feedback and customer interaction information within region. Assesses execution of customer interaction within dealerships utilizing customer satisfaction information and leveraging other information-gathering programs. Evaluates customer satisfaction information and other touch point sources such as Consumer Affairs and Market Intelligence studies. Links the customer experience to brand and dealership loyalty to advance sales.
2. Conducts in-dealership deep dives and works to develop corrective action plans with DOM and FOM for improvement within assigned dealerships. Focuses on preventing customer defection to grow retail sales and increase loyalty in both Sales and Aftersales. Proposes, maintains, and communicates regional plans for prioritizing corrective actions to solve gaps in current dealerships’ customer experience operating procedures and practices. Ensures DOMs and FOMs understand and incorporate assessment and training of best customer experience practices into their site visits. Informs DOMs/FOMs of changes to recommended operating procedures. Informs and trains DOMs/FOMS on real-time technology tools to assist them and dealer management in the monitoring of dealer employee performance with customer interface.
3. Tracks and analyzes the progress of action plans. Identifies occurrences where improvements in the customer experience resulted in building brand and dealership loyalty and increasing short and long term sales with dealerships. Assists DOMs/FOMs in demonstrating these correlations to dealership management.
4. Coordinates with Aftersales Dealer Support team to ensure regional Dealer Technical Specialist staff are dispatched both appropriately and efficiently to assist dealers in hard-to-fix customer issues, Incident Investigation Reports, third party arbitration hearings and final repairs. Supports the efforts to ensure dealership vehicle repair processes and technical capabilities are aligned with the Nissan’s technician training standards, including facility and technician readiness. Collaborates with the National Dispute Resolution Team (DRT) on all regional vehicle buybacks/replacements and trade assistance. Helps facilitate the timely processing of vehicle buybacks (acquisition and disposal) and may support negotiating trade assists to optimize customer satisfaction and expense control.
5. Identifies and addresses major, recurring or unattended issues with AGM and RVP and assist in developing prioritized plans with regional management on addressing and improving dealership performance.
6. Prioritizes dealer reviews/actions plans for Bottom 15% with DOMs & FOMs based upon nationally established criteria. Reviews reports, identifies issues and ensures timely presentation to Dealer Principals.
7. Provides effective and timely communication, training and support regarding dealer reward programs such as Owner First Award of Excellence QGP IITB, etc. Develops communications and serves as point of contact for dealerships on rules, effective dates, payments, etc.
8. Manages the regional customer satisfaction reviews with National held every quarter. Works with National on format and oversees creation of all data. Reviews inbound regional Consumer Affairs file volume. Addresses “Hot Alerts” immediately and ensures customers’ issue(s) are resolved as soon as possible. Ensures timely follow-up by regional field/parts and service personnel with dealers on all open files, stressing appropriate and rapid resolution of customer issues and repairs. Reviews file volume trends and customer survey data to aid field personnel in identifying dealer process issues. Addresses recurring issues or patterns of problems with action plans and with the Rgl Aftersales Development Manager to address with training or development of new processes.
9. Works with Rgl Aftersales Development Manager to evaluate impact of service certifications on customer satisfaction and retention. Tracks and analyzes impact of certification of sales associates, service associates and technicians in dealerships to inform DOM, FOM and Dealer Support Manager of deficiencies and need for action. Assists in communication of the benefits of certification to encourage participation.
10. Works with various vendors to coordinate and provide support for NNA initiated programs across the CE spectrum. Provides direction and coordination between vendor AGM, DOM & FOM for dealer visits & prioritization.
11. May perform other related duties as assigned.
Minimum Qualifications and Demonstrated Knowledge, Skills & Abilities
The following qualification statements reflect the minimum skills and abilities required of the qualified applicant.
1. Education: Bachelor's degree from a 4-year college or university in a related field required
2. Experience: A total of 6 years of progressive Marketing and Sales experience including:
At least one successful rotation in a field support position, such as DOM, FOM, or FSM role, and at least one rotation within the Customer Satisfaction and Customer Loyalty area. One additional prior assignment such as mentioned below is also required:
Sales Ops
Sales Reporting
Distribution, car mix
Car flow
Dealer Agrmts
Mkt Rep - Market Analytics
Customer Satisfaction/Experience
Facilities/Merchandising
Marketing
Pricing
Advertising & Promotions
CMM/ML
Contests & Incentives
Product Planning
Parts & Serv
Consumer Affairs
Warranty
Manufacturing
Prior work may be a combination within a dealership, region, headquarters, or manufacturing facility and may be at the Specialist, Analyst or Regional Manager level or similar type of position.
Previous experience supervising others and previous experience in a sales capacity is desirable.
3. Knowledge/Skills/Abilities:
In-depth understanding of customer service quality within the Sales and service operations of the dealerships and all other customer touch points.
Ability to develop action plans to address gaps and produce improvement in customer quality.
Working knowledge of word processors, spreadsheet, other PC applications, or mainframe applications to produce non-standard, creative products. Additional knowledge of sales related systems.
Ability to prioritize own schedules and organize work load effectively with minimal daily supervision.
Ability to function effectively and remain productive in a virtual office environment
Ability to focus on the best interests of the dealership and Nissan. Can remain objective in the course of building relationships.
Dedication to meeting the expectations and requirements of internal and external customers.
Attentive to others opinions and perspectives.
Ability to influence the actions of others by building credibility through dealership knowledge, effective recommendations, clear communications, honesty, and demonstrated follow-up on promises.
Result driven even in the face of resistance or setbacks.
Ability to present ideas and analysis in an effective manner.
Ability to understand the complexities of situations and solicit assistance from others as needed.
Physical Requirements
The physical requirements described below are representative of those an employee must normally meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable otherwise qualified individuals with disabilities to perform the essential job functions.
Travel:
Approximately 75% or more day and overnight domestic travel.
Must reside within the assigned region, specific location at the discretion of regional
Welcome to an open lane of possibility. Drive your career forward and join the company leading the technology and business evolution of the automotive industry by applying today.
Nissan is committed to a drug-free workplace. All employment is contingent upon successful completion of a drug screen for roles based in the United States and background screening for all positions.
All of us at Nissan – regardless of functional area or expertise – share a passion to design, manufacture, and sell high-performance vehicles. It is Nissan’s policy to provide Equal Employment Opportunity (EEO) to all persons regardless of race, gender, military status, disability, or any other status protected by law. Candidates for this position must be legally authorized to work in the United States and will be required to provide proof of employment eligibility at the time of hire; Nissan uses E-Verify to validate employment eligibility. **Visa sponsorship for this position is not available at this time.**
Salary Range Estimate: Annual Salary: $83,789 to $169,441. This compensation range represents the minimum and maximum base salary rates at Nissan for jobs assigned to this particular grade level. Please note that it is uncommon for an employee to be placed at either end of the range. Rather, an employee’s actual base salary generally may fall somewhere in between and reflect the employee’s unique skills, work experience, education, work location, and market norms. Additionally, pay may be based on comparisons to the base salary rates of other employees with similar backgrounds working in comparable roles.
NISSAN FOR EVERYONE
People are our most valuable assets, and diversity and inclusion are the key to maximizing the power of each individual member of our team. When everyone belongs, the power of NISSAN is undeniable. Our Corporate Diversity Initiative aims to improve business results by ensuring that our workplace and core businesses meet the unique needs of our employees and customer base.
Nissan is committed to creating a culture where everyone belongs and employees, customers, and partners feel respected, valued, and heard. We have over 10 Business Synergy Teams (BSTs) across the U.S. and Canada that connect employees – with shared characteristics or interests – build allies, and foster a company culture where all employees feel supported and included.
Nissan also values inclusion in all areas of our business as we strive to mirror the diversity of our customer base and the communities where we do business. We are committed to procuring innovative goods and services, retailing our products and communicating from a diverse perspective which will help us continue to offer our customers competitively designed, market-driven products.
Join us as we carry our commitment to diversity and inclusion into the future.
Irvine California United States of America