Job Description:
Interface with approximately 30 – 40 assigned dealerships to proactively consult and provide support. Build strong relationships with dealer operators, dealer managers, regional offices and zone teams. Dealership contacts utilizing various communication devices and technologies (phone, text, email, screen share, FaceTime and IM). Thoroughly prepare for each remote standardized dealer contact by identifying dealer priorities/needs, reviewing relevant reports, and preparing an agenda that addresses GM’s and the dealer’s sales, retention and revenue priorities. Consult with dealership to increase the fixed operations overall customer retention and profitability and identify follow-up or action items for next contact. Achieve sales objectives for district by consulting with dealerships on how to grow their fixed operations and maximize the Part and Service Excellence (PASE) program. Focus one’s efforts on evaluating the parts department inventory management processes to eliminate waste, increase parts loyalty and profitability and improve efficiencies. Coordinate resolution to warranty and customer related issues by working with the Warranty Support Center, Regional Warranty team and Customer Assistance following GM policies & procedures. Focus one’s efforts on evaluating the dealership’s service customer experience based on customer data and observations and assist in continuous improvements / problem resolution to build customer loyalty, including CSI performance, service lead close rates, etc. Work with dealership and digital district manager (if applicable) to analyze marketing and merchandising plan, including dealership’s digital presence, against GM brand direction, current market trends and dealership’s customer needs to identify business opportunities. Set priorities to execute assigned responsibilities independently, and willingly takes on any task to grow fixed operations by acting as the dealerships trusted advisor. Stay abreast of changes in General Motors and industry to adapt quickly. Evaluate processes, systems and tools to make alterations. Integrate and communicate with all representatives that call on the dealership on behalf of GM to offer outstanding and cohesive support. For example: Work with your sales counterpart to create a dealer business plan and monitor progress to plan throughout the year. Efficiently and effectively deal with customer needs and issues as they arise. Determine key issues and resolutions. Maintain a working knowledge of the competitive service environment within assigned markets. Effectively manage time and projects and measure/prioritize work with limited supervision. Use knowledge of marketing fundamentals (Product, Price, Place, Promotion) to develop and execute retail marketing plans. Implement strategies - with MSXI Filed Team to grow the business, increase efficiency customer satisfaction, and customer service retention. Meet defined metric goals. Share best practices, ideas, success stories and analysis techniques. Complete other special assignments if necessary.
