Dealer Performance Metrics Manager

Customer Experience Dealer Performance Metrics Manager
The Customer Experience Dealer Performance Metrics Manager is responsible for developing an interwoven CX strategy with Mopar, TSO, Customer Care, Connected Services/Software Org, and Sales channels/stakeholders to collaborate, develop and communicate key customer experience initiatives across Stellantis. The Manager drives collaboration with internal stakeholder teams for ideation, development, and production of CX related initiatives.

Responsibilities

CX System Harmonization:

Oversee integration of CX systems such as Survey Dashboard, Text Analytics, Incentive Dashboards, etc. Develop a data strategy, including integration with Palantir, to improve analytic tools and identify emerging customer concerns in the field and internal improvement needs.

Strategic Alliances and CX Liaison:

Build alliances with Mopar sales, TSO, Customer Care, and Sales organizations. Serve as the CX liaison for multiple entities, ensuring cross-communication of annual strategic goals and priorities. Provide syndicated and in-market intelligence, CX needs/requirements, implemented solutions, and network realities throughout the calendar year. Engage in continuous learning of CX trends, technologies, and professional networking.

Field Operations and Incentives Management:

Manage and communicate CX department expectations with Commercial Field Teams. Lead communication and facilitation of incentive program processes and payments. Serve as the communication channel between HQ CX and dealership personnel.

Research, Development, and Data Analysis:

Analyze data flows using Qlik, PowerBI, and Palantir to identify trends and develop next-generation control algorithms. Develop scalable machine learning solutions to address automotive challenges and enhance value across the automotive value chain. Apply advanced visualization techniques to communicate data insights clearly to technical and non-technical audiences. Monitor key Sales and After Sales performance metrics and J.D. Power performance gaps, driving action with critical stakeholders.

Customer Journey Insights:

Analyze customer journey insights to determine CX, Mopar, TSO, Customer Care, Connected Services, Software, and key internal and external process steps, interactions, and resources needed to strengthen the customer experience in key channels.

Support Annual Goals:

Support Mopar, TSO, Customer Care, and Sales annual department goals and objectives.

Performance Institute Collaboration:

Collaborate with the Performance Institute's CX Training Brand Manager to incorporate annual CX goals and messaging throughout the Performance Institute Sales and After Sales curricula, processes, and technologies.

Stakeholder Communication:

Interface with all stakeholders and organizational levels to communicate CX objectives and manage projects to completion.

Budget and Quality Management:

Ensure support and development services are within budget and meet quality criteria and business needs.

Field Visits:

Visit Stellantis dealerships and assembly plants as necessary to identify opportunities/gaps, gather intel, and assess operational effectiveness.

Workshop Participation:

Attend CX Sales and After Sales related workshops to collaborate with stakeholders and share best practices.

Basic Qualifications

Bachelor's degree

7+ years of relevant, related experience

Interface with all stakeholders and levels of the organization to communicate Customer Experience objectives and manage projects to completion

Business Center Tracking and Ranking Performance

Area Manager Training initiatives

CX Daily Support

Expertise in CX data

Support Dealership and internal communications

Lead coordination, communication, and execution in assigned Business Centers

Support Sales/Aftersales annual departmental goals and objectives

Support development and implementation of annual certification plans

Support tracking and analysis of training activities through reporting and certification dashboards

Attend all required/ongoing CX meetings

At Stellantis, we assess candidates based on qualifications, merit, and business needs. We welcome applications from all people without regard to sex, age, ethnicity, nationality, religion, sexual orientation, disability, or any characteristic protected by law. We believe that diverse teams reflect our identity as a global company, enabling us to better address the evolving needs of our customers and care for our future.

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