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← Mitsubishi Motors North America, Inc.

Manager, Customer Experience - Aftersales

Mitsubishi Motors North America, Inc.
Location
Franklin, TN (Hybrid Position)
Posted
24 days ago
Department
Customer Experience
Salary
$105,000 to $115,000
What they actually want (must-haves)
  • 8+ years progressive, exempt-level automotive retail/OEM experience
  • BA/BS Degree in Business, Communications, Marketing, Automotive Technology, or equivalent combination of relevant education and experience
  • Strong analytical ability and ability to communicate at all levels of the company
  • Proven track record of success in initiating customer experiences that enhance satisfaction, increase loyalty and retention, and boost service lane traffic and parts and accessories sales
  • Demonstrated ability to motivate and influence others, including members of other teams and non-employees
  • Strong analytical and storytelling skills, including comprehensive knowledge of Microsoft Office and working knowledge of other tools such as VoC platforms and Learning Management systems
Nice to have
  • Automotive Aftersales experience preferred; strong understanding of dealership operations, warranty and customer pay
  • Experience in the development and deployment of training and other related content
  • Experience pulling information from a data warehouse and experience with AI tools utilization or improvement in a customer-facing environment
What the job really is

The Manager, Customer Experience - Aftersales at Mitsubishi Motors North America will lead initiatives to enhance customer satisfaction and loyalty in the aftersales service area. This role involves analyzing data, collaborating with internal teams and dealer partners, and developing training programs to improve the customer journey. The manager will also oversee dealer processes and create strategic initiatives to drive measurable improvements in customer experience.

Benefits
  • Comprehensive healthcare coverage, including medical, dental, and vision plans
  • Discounted Employee Lease Car program
  • Monthly car allowance contingent upon a satisfactory driving record
  • 401(k) with Company match and annual contributions based on years of service
  • Professional development opportunities, including training, tuition reimbursement, and employee resource groups
  • Up to 30 days of paid time off, including holidays, vacation, and other leave options
Things to weigh
  • Role requires a high level of knowledge and understanding of customer experience, which may be challenging for candidates without a strong background in this area.
  • The position involves a small amount of domestic travel (2-3 times per year), which may not suit all candidates.
  • The job is highly data-driven, requiring comfort with analytics and metrics, which may not appeal to all candidates.
Job score4.4/5
Benefits4/5
Freshness4/5
Career value4/5
Role clarity5/5
Pay transparency5/5

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