Customer Experience Manager- Maple Nissan

Customer Experience Manager

Maple Nissan is currently looking for a Customer Experience Manager to join their growing team. We provide extensive training and knowledge to ensure you are equipped for success. If you feel you have what it takes, Apply Today!

Responsibilities:

• Be the Chief Customer Advocate: experience and interpret each customer touchpoint through the eyes of the Nissan customer.
• Be the leader in implementing the “Nissan Sales and Service Way” process standards at the dealership, ensuring training certification and regular follow-up assessments of the dealership in relation to the NSSW, and monitor/communicate the results.
• Utilize data reports and information: Develop, implement and monitor strategies to inform dealership managers of relevant customer satisfaction reports and other analysis data to bring about change.
• Identify Key Process Opportunities: Monitor and direct a Continuous Improvement Process to identify and resolve problems and correct dealership processes for sustainable improvement. (Sales process, Service process, Customer engagement and Dealership Reputation Management)
• Organize and Lead Process Improvement Meetings: Plan and conduct weekly Cross Functional Team (CFT) meetings or action planning meetings that involve team members to address issues and actions.
• Monitor and Act on Nissan Customer Feedback Tools: Assure that customer survey results as well as online reviews are monitored. Respond to customer feedback received through the Quick Pulse and Diagnostic customer surveys, and Social Media sources, to engage with customers and correct any issues or concerns.
• Monitor Dealership Social Media Reputation: Utilize available technology tools, such as the Reputation Management Dashboard, to build Social Reputation in Dealer's social community
• Monitor Customer Satisfaction Training: Monitor and arrange for customer satisfaction training using dealership or OEM provided training manuals and materials. This also includes New Employee Orientation.
• Conduct meetings on a regular basis to collaborate on performance trends, dealership and Nissan Canada initiatives and process changes.
• Liaise with Nissan Customer Care team: Act as point of contact for NCI’s Customer Care Senior & Executive escalation teams, to coordinate dealership response and needed actions to resolve customer escalations and concerns.
• Communicate Progress: Communicate with Dealer Principal, EM, Regional team, and dealership manager and team members on Program progress and issues such as completed action plans, Customer comments and goals achieved etc.

Qualifications:

• 3+ years previously working in a customer-facing role.
• 3+ years previous experience managing a team.
• Previous experience in a dealership is considered an asset.
• Must have a Valid Driver's License with a clean driver's abstract.
• Enthusiastic with high energy throughout the sales workday.
• Outgoing with a friendly personality.
• Quality customer service skills.
• Possess strong communication skills.

What We Offer:

• Welcoming Culture
• Competitive Compensation
• Employee Group Benefits
• Discounts on Products and Services
• Endless Opportunities for Growth

If you think you have what it takes to join our Team, Apply Today!

The Zanchin Automotive Group is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodations for a disability during the recruitment process, please indicate this in your application.

*All candidates must be eligible to work in Canada. We thank all applicants for their interest, however, only those selected for an interview will be contacted.