Nissan Motor Corporation
Senior Dealer Operations Manager - Charlotte
Nissan Motor Corporation, Atlanta, Georgia, United States, 30383
Senior Dealer Operations Manager - Charlotte
Location: Charlotte
Job Schedule: Full-time
Education Requirement: Bachelor's
Sponsorship: No
Shape the Future of Mobility at Nissan: Launch Your Career, Drive Innovation
We are currently looking for a Senior Dealer Operations Manager (SR DOM) to join our team in Charlotte. The SR DOM supports assigned dealerships to deliver top‑tier customer experience, retention, dealer profitability, and purchase loyalty through efficient operations, sales effectiveness, and OEM representation efforts.
Key Responsibilities (A Day in the Life)
Conduct routine dealership visits with Sales & Aftersales staff, dealership management and Dealer Principal to assess all aspects of Aftersales operations. Provide consultative coaching and action plans geared towards improving Accessories, Parts, & Service (APS) opportunities.
Identify areas of improvement and partner with assigned dealerships to implement corrective actions that drive Customer Experience, Retention, Dealer Profitability, and Loyalty.
Assess accessories, parts and service operations through routine contact and site visits using the 5 Mindsets approach (Convenience, Quality, Competitiveness, Transparency and Friendliness) to build a consumer value proposition. Coordinate and align on Aftersales Core Processes.
Deliver training and program implementation by recommending NNA supporting tools, technologies and proven service processes (Initiation, Reception, Communication, Delivery, and Follow-up).
Work with the Regional Aftersales Manager (RAM) to monitor service staff expertise and training levels. Promote Technician Certification training and support recognition and achievements.
Review and monitor marketing and advertising plans for dealerships and assess current effectiveness of efforts.
Align dealership marketing, CRM, Social, website, eCommerce and BDC platforms with NNA National and Regional marketing initiatives. Recommend, support and execute use of NNA tools and technologies, tablets, and marketing platforms. Introduce new marketing programs and techniques.
Demonstrate potential positive impact to dealerships' financial statements to achieve dealership "buy-in" and support. Routinely review APS sales reports demonstrating success or failure of marketing efforts and expenditures. Understand other external consultants' services currently utilized or considered by dealership.
Encourage use of Nissan/Infiniti approved parts vendors to improve dealer costs and supply.
Demonstrate the business case for Nissan/Infiniti programs and advise on comparisons.
Develop advertising and promotion plans to counter negativity resulting from any warranty issues.
Perform dealer financial statement and operational analysis to identify and recommend performance improvement opportunities in process, throughput, capacity, staffing, facilities, sales effectiveness, marketing, and industry best practices.
Utilize Key Ratio management to align with NNA and industry benchmarks. Implement consultative sales techniques to develop, present, and implement action plans that drive key growth KPIs.
Improve sales effectiveness through reviewing relevant NNA and industry benchmark data to uncover sales/profit opportunities in accessories, service lane commodity sales, internal, and wholesale.
Identify and actively develop dealer engagement in Parts, Wholesale and Accessory business.
Routinely review APS performance reports with Dealer Principal and functional management regarding APS operations and compliance with company standards and agreements.
Monitor cash flow, inventory, and capital as pertains to APS.
Question accuracy and accounting if needed.
Assist AGM and dealership management to improve financial strength through increased APS sales and operations.
Work with Dealer Principal to establish goals to improve Fixed Absorption Rate and ROS, and identify plans to achieve them. Identify and evaluate human resource issues in dealerships.
Assess staffing levels, competencies and training needs. Advise and assist management with correcting management and staff performance through documentation, feedback, coaching, and training plans.
Identify causes for high staff turnover and address issues with appropriate level of management. Educate dealership personnel on current incentive programs for customers, sales associates and dealership. Assist management with implementation and proper application of programs.
Ensure compliance with rules and requirements for incentive payments.
Analyze reports and sales results and demonstrate programs' financial impacts on dealerships to management. Monitor parts inventories and understand dealership tracking systems.
Ensure inventory control and levels are efficient to provide timely service for customers. Ensure service operations are ready to support commercial vehicles, fleet vehicles, electric vehicles and other specialty lines. Support and encourage NNA Technologies in parts inventory management and sales operations.
Evaluate and analyze dealership sell‑out and sell‑in data and onsite inspections to determine dealership parts loyalty. Identify roadblocks and develop action plans to improve dealership profitability, sales effectiveness, and client retention through brand loyalty.
Coordinate with DTM's and DTM Management on analysis of quality of customer interface and service practices in dealerships' P&S operations.
Participate in CSI focused reviews and address identified issues with dealerships. Identify and clone best practices. Develop action plans with dealerships to enhance customer satisfaction.
Administer Goodwill decision and authorizations. Monitor staff performance through real‑time technology tools and customer satisfaction scores.
Understand sources of customer complaints and address with management.
Assist AGM with Market Representation related issues and actions within assigned dealerships as requested.
Maintain awareness of competing dealerships in assigned market. Assist with analysis of market information and incorporate market expansion opportunities into assigned dealerships to maximize P&S sales.
Incorporate impact of newly opened and closed dealerships in assigned district into P&S marketing and sales plans to maximize dealership P&S sales. Understand dealer agreements and required performance/policy compliance for dealerships. Support AGM in documentation and communications on matters of good standing.
With support and direction of AGM, may deliver official communications to APS Managers and Dealer Principal regarding standing as it may relate to APS operations.
Understand "do's and don'ts" when dealing with dealership on matters of standing. Assist AGM and dealerships with logistics related to opening and closing of dealership operations.
Support dealership, district, region and national efforts by presence and assistance at auto shows and special events promoting brands and sales.
Who we're looking for
Bachelor's Degree in Business or related field required.
Minimum of 6 years of progressive Marketing and Sales experience at senior level, including a minimum of 3 years of analytical experience in various specialties of the automotive industry.
Prior work may be a combination within a dealership, region, headquarters, or manufacturing facility and may be at the Analyst or Regional Manager level or similar type of position.
At least 2 or more years of experience within a previous dealer contact support role such as WDM, FOM, FSM or DOM role (or equivalent dealer contact) is required for advancement to the senior level.
Previous experience supervising others and previous experience in a sales capacity is desirable.
Knowledge, Skills and Abilities
Working knowledge of word processor, spreadsheet, other PC applications, or mainframe applications to produce non‑standard, creative products. Additional knowledge of sales related systems.
Ability to prioritize own schedules and organize workload effectively with minimal daily supervision.
Ability to function effectively and remain productive in a virtual office environment.
Ability to focus on the best interests of the dealership and Nissan. Can remain objective in the course of building relationships.
Dedication to meeting the expectations and requirements of internal and external customers.
Attentive to others opinions and perspectives.
Ability to influence the actions of others by building credibility through dealership knowledge, effective recommendations, clear communications, honesty, and demonstrated follow‑up on promises.
Result driven even in the face of resistance or setbacks.
Ability to present ideas and analysis in an effective manner.
Ability to understand the complexities of situations and solicit assistance from others as needed.
Travel: More than 75% day and overnight domestic travel.
Position requires residence within the assigned district.
Nissan is committed to a drug‑free workplace. All employment is contingent upon successful completion of drug and background screenings in accordance with Nissan policies and in compliance with federal, state, and local laws, including the California Fair Chance Act and the Los Angeles County Fair Chance Ordinance. Nissan will consider qualified candidates with arrest or conviction records for employment in a manner consistent with these laws.
It is Nissan's policy to provide Equal Employment Opportunity (EEO) to all persons regardless of race, gender, military status, disability, or any other status protected by law. Candidates for this position must be legally authorized to work in the United States and will be required to provide proof of employment eligibility at the time of hire; Nissan uses E‑Verify to validate employment eligibility.
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Job Schedule: Full-time
Education Requirement: Bachelor's
Sponsorship: No
Shape the Future of Mobility at Nissan: Launch Your Career, Drive Innovation
We are currently looking for a Senior Dealer Operations Manager (SR DOM) to join our team in Charlotte. The SR DOM supports assigned dealerships to deliver top‑tier customer experience, retention, dealer profitability, and purchase loyalty through efficient operations, sales effectiveness, and OEM representation efforts.
Key Responsibilities (A Day in the Life)
Conduct routine dealership visits with Sales & Aftersales staff, dealership management and Dealer Principal to assess all aspects of Aftersales operations. Provide consultative coaching and action plans geared towards improving Accessories, Parts, & Service (APS) opportunities.
Identify areas of improvement and partner with assigned dealerships to implement corrective actions that drive Customer Experience, Retention, Dealer Profitability, and Loyalty.
Assess accessories, parts and service operations through routine contact and site visits using the 5 Mindsets approach (Convenience, Quality, Competitiveness, Transparency and Friendliness) to build a consumer value proposition. Coordinate and align on Aftersales Core Processes.
Deliver training and program implementation by recommending NNA supporting tools, technologies and proven service processes (Initiation, Reception, Communication, Delivery, and Follow-up).
Work with the Regional Aftersales Manager (RAM) to monitor service staff expertise and training levels. Promote Technician Certification training and support recognition and achievements.
Review and monitor marketing and advertising plans for dealerships and assess current effectiveness of efforts.
Align dealership marketing, CRM, Social, website, eCommerce and BDC platforms with NNA National and Regional marketing initiatives. Recommend, support and execute use of NNA tools and technologies, tablets, and marketing platforms. Introduce new marketing programs and techniques.
Demonstrate potential positive impact to dealerships' financial statements to achieve dealership "buy-in" and support. Routinely review APS sales reports demonstrating success or failure of marketing efforts and expenditures. Understand other external consultants' services currently utilized or considered by dealership.
Encourage use of Nissan/Infiniti approved parts vendors to improve dealer costs and supply.
Demonstrate the business case for Nissan/Infiniti programs and advise on comparisons.
Develop advertising and promotion plans to counter negativity resulting from any warranty issues.
Perform dealer financial statement and operational analysis to identify and recommend performance improvement opportunities in process, throughput, capacity, staffing, facilities, sales effectiveness, marketing, and industry best practices.
Utilize Key Ratio management to align with NNA and industry benchmarks. Implement consultative sales techniques to develop, present, and implement action plans that drive key growth KPIs.
Improve sales effectiveness through reviewing relevant NNA and industry benchmark data to uncover sales/profit opportunities in accessories, service lane commodity sales, internal, and wholesale.
Identify and actively develop dealer engagement in Parts, Wholesale and Accessory business.
Routinely review APS performance reports with Dealer Principal and functional management regarding APS operations and compliance with company standards and agreements.
Monitor cash flow, inventory, and capital as pertains to APS.
Question accuracy and accounting if needed.
Assist AGM and dealership management to improve financial strength through increased APS sales and operations.
Work with Dealer Principal to establish goals to improve Fixed Absorption Rate and ROS, and identify plans to achieve them. Identify and evaluate human resource issues in dealerships.
Assess staffing levels, competencies and training needs. Advise and assist management with correcting management and staff performance through documentation, feedback, coaching, and training plans.
Identify causes for high staff turnover and address issues with appropriate level of management. Educate dealership personnel on current incentive programs for customers, sales associates and dealership. Assist management with implementation and proper application of programs.
Ensure compliance with rules and requirements for incentive payments.
Analyze reports and sales results and demonstrate programs' financial impacts on dealerships to management. Monitor parts inventories and understand dealership tracking systems.
Ensure inventory control and levels are efficient to provide timely service for customers. Ensure service operations are ready to support commercial vehicles, fleet vehicles, electric vehicles and other specialty lines. Support and encourage NNA Technologies in parts inventory management and sales operations.
Evaluate and analyze dealership sell‑out and sell‑in data and onsite inspections to determine dealership parts loyalty. Identify roadblocks and develop action plans to improve dealership profitability, sales effectiveness, and client retention through brand loyalty.
Coordinate with DTM's and DTM Management on analysis of quality of customer interface and service practices in dealerships' P&S operations.
Participate in CSI focused reviews and address identified issues with dealerships. Identify and clone best practices. Develop action plans with dealerships to enhance customer satisfaction.
Administer Goodwill decision and authorizations. Monitor staff performance through real‑time technology tools and customer satisfaction scores.
Understand sources of customer complaints and address with management.
Assist AGM with Market Representation related issues and actions within assigned dealerships as requested.
Maintain awareness of competing dealerships in assigned market. Assist with analysis of market information and incorporate market expansion opportunities into assigned dealerships to maximize P&S sales.
Incorporate impact of newly opened and closed dealerships in assigned district into P&S marketing and sales plans to maximize dealership P&S sales. Understand dealer agreements and required performance/policy compliance for dealerships. Support AGM in documentation and communications on matters of good standing.
With support and direction of AGM, may deliver official communications to APS Managers and Dealer Principal regarding standing as it may relate to APS operations.
Understand "do's and don'ts" when dealing with dealership on matters of standing. Assist AGM and dealerships with logistics related to opening and closing of dealership operations.
Support dealership, district, region and national efforts by presence and assistance at auto shows and special events promoting brands and sales.
Who we're looking for
Bachelor's Degree in Business or related field required.
Minimum of 6 years of progressive Marketing and Sales experience at senior level, including a minimum of 3 years of analytical experience in various specialties of the automotive industry.
Prior work may be a combination within a dealership, region, headquarters, or manufacturing facility and may be at the Analyst or Regional Manager level or similar type of position.
At least 2 or more years of experience within a previous dealer contact support role such as WDM, FOM, FSM or DOM role (or equivalent dealer contact) is required for advancement to the senior level.
Previous experience supervising others and previous experience in a sales capacity is desirable.
Knowledge, Skills and Abilities
Working knowledge of word processor, spreadsheet, other PC applications, or mainframe applications to produce non‑standard, creative products. Additional knowledge of sales related systems.
Ability to prioritize own schedules and organize workload effectively with minimal daily supervision.
Ability to function effectively and remain productive in a virtual office environment.
Ability to focus on the best interests of the dealership and Nissan. Can remain objective in the course of building relationships.
Dedication to meeting the expectations and requirements of internal and external customers.
Attentive to others opinions and perspectives.
Ability to influence the actions of others by building credibility through dealership knowledge, effective recommendations, clear communications, honesty, and demonstrated follow‑up on promises.
Result driven even in the face of resistance or setbacks.
Ability to present ideas and analysis in an effective manner.
Ability to understand the complexities of situations and solicit assistance from others as needed.
Travel: More than 75% day and overnight domestic travel.
Position requires residence within the assigned district.
Nissan is committed to a drug‑free workplace. All employment is contingent upon successful completion of drug and background screenings in accordance with Nissan policies and in compliance with federal, state, and local laws, including the California Fair Chance Act and the Los Angeles County Fair Chance Ordinance. Nissan will consider qualified candidates with arrest or conviction records for employment in a manner consistent with these laws.
It is Nissan's policy to provide Equal Employment Opportunity (EEO) to all persons regardless of race, gender, military status, disability, or any other status protected by law. Candidates for this position must be legally authorized to work in the United States and will be required to provide proof of employment eligibility at the time of hire; Nissan uses E‑Verify to validate employment eligibility.
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