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 Customer Experience Dealer Performance Metrics Manager serves as the individual driving collaboration with internal stakeholder/stakeholder teams for the overall ideation, development, and production of CX related initiatives. Additional responsibilities will include:

• CX System Harmonization: Oversee the integration of various 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 strategic alliances with Mopar sales, TSO, Customer Care, and Sales organizations. Serve as the CX liaison for Mopar, TSO, Customer Care, Quality and Connected Services, Software organizations. Ensure cross-communication of annual strategic goals and priorities to facilitate cross-functional integration. Provide syndicated and in-market situation intelligence, CX needs/requirements, implemented solutions, and other relevant network realities throughout the calendar year. Continuous Learning: Engage in continuous learning and stay updated on CX trends, technologies, and professional CX automotive/non-automotive networking.
• Field Operations and Incentives Management: Manage and communicate CX department expectations with Commercial Field Teams. Lead communication and facilitation of incentive program process, and incentive payments. Manage communication channel between HQ CX and Dealership Personnel

• Research, Development, and Data Analysis:  Analyze data flows, utilizing tools like 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 both 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 ensure annual CX goals and messaging are incorporated throughout the Performance Institute Sales and After Sales curricula, processes, and technologies.
• Stakeholder Communication: Interface with all stakeholders and levels of the organization as required 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, etc.
• Workshop Participation: Attend CX Sales and After Sales related workshops to collaborate with stakeholders

Basic Qualifications: 

• Bachelor's degree
• 7+ years of relevant related experience
• Interface with all stakeholders and levels of the organization as required 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 the development and implementation of annual certification plans 
• Support the tracking and analysis of training activities through the development of reporting and certification dashboards
• Attend all required /ongoing CX meetings