District Aftersales Manager

Job Summary

MMNA is seeking a District Aftersales Manager to join the South Region team. The DAM will work directly with dealer partners, focusing on developing long-term professional relationships, improving Aftersales performance, and optimizing the customer experience.

Responsibilities

• Regularly communicate with and visit dealer partners to serve as a consultant on Aftersales operations.
• Identify revenue generating opportunities and develop operations improvement plans.
• Review dealer partner financial statements and systems to proactively identify and recommend opportunities.
• Ensure dealer partner management and leadership understand available tools and programs to maximize Aftersales operations.
• Assist dealer partners in resolving problems and challenges, including working with external vendors and internal teams.
• Provide ad hoc training and guidance to dealer partner staff on best practices in various areas.
• Drive Aftersales performance for both MMNA and dealer partners by consulting on achieving profitability targets, growing customer pay business, improving customer experience, increasing customer retention and loyalty, optimizing marketing efforts, and boosting parts and accessory sales.
• Work cross-functionally with Parts Distribution, Customer Relations, Warranty, Product Quality, Legal, and other departments to improve operations and mitigate risk.
• Advise on Aftersales strategies and best practices for new dealers in the District, and collaborate with the Dealer Development team.
• Consult with dealer partners on opportunities holistically, and look for unique opportunities within the District to improve operations and increase sales.
• Advise Regional Management and/or Dealer Development on issues with dealer partners related to policies, procedures, or the Dealer Agreement.

Requirements

• 5+ years of professional exempt level automotive retail/wholesale experience.
• Prior automotive retail sales experience, such as Service Representative, Service/Parts Manager, etc.
• Deep understanding of customer behavior, improving the customer experience, increasing sales out of the service drive, and increasing retention and loyalty.
• Understanding of dealership operations and systems on the Aftersales side, including profit drivers, loyalty drivers, and retention drivers.
• Ability to communicate effectively with a broad range of individuals, from customers to members of MMNA leadership.
• Working knowledge of vehicle technology, vehicle systems, maintenance, and parts and accessories functionality.
• Maintain a valid unconditional driver’s license and an approved driving record.
• Bilingual, Spanish speaking (extra horsepower).

Desired Profile Differentiators

• Automotive retail sales experience on the Sales Operations side.
• Automotive OEM experience in a corporate department, such as Marketing, Warranty, Customer Service or Customer Experience.
• ASE certification in four or more areas (ability to consult directly with service advisors and technicians and understand their role in the customer experience is a huge plus).

Pay & Benefits

The base salary for this position ranges between $90,000 to $100,000. Additional benefits include a comprehensive and competitive benefits package, including 401k with company match, Mitsubishi Lease Program, and a full range of medical, financial, and other perks and benefits.