POSITION SUMMARY

As a key member of the Infiniti Canada team, the Guest Experience & Operations specialist is responsible for supporting all aspects of National sales, aftersales and guest experience operations. This role reports into the National Guest Experience & Operations Manager position and provides key support on all initiatives in this department. This includes, but is not limited to, helping to develop strategies in the following areas:

• Sales and Service Operations
• Wholesale and Retail Performance
• Parts and Accessories Sales
• CSI and Training
• Performance Management / Market Representation
• Retailer Business Planning
• Retailer Profitability

POSITION FUNCTIONS

Sales(50%)

• To work collaboratively with the Senior Planner, Guest Experience and operations and the Manager, Guest Experience and operations to support the many platforms used to manage Infiniti Sales Operations.
• This includes preparation and collaborations with Finance (Winshuttle) and Purchasing in the creation of Shopping Baskets (Zycus) for various vendor programs (Dealer incentive programs CarltonOne), bonus payments, and target setting.
• Assist with the vehicle allocation process with the latest production and inventory information and make proposals as to the allocations by Region and Retailer. Work collaboratively with the Vehicle Planning team to transmit the final allocations by Model by Retailer. (Monthly).
• Manage the retailer target setting process by model and communicate to the network (Monthly).
• Prepare month end reports for ICAN Executives including Sales Attainment by Retailer by Model by Month, quarter and CYTD/FYTD. This data will be coming in from a variety of sources so cross-functional collaboration with CMM, C-Planning and National Sales teams is required. 
• Maintain the 5-Star tracker (weekly) and distribute to DOM/FOM. Manage the roll-up of DOM/FOM exceptions that come in for the 5-Star program (quarterly) to keep tabs on the exceptions made each quarter and FY by Retailer.  Plan and track the Quarterly IBP Sales program and 5- Star component.
• Maintain the Order of Distinction (OOD) Tracker (monthly) and distribute to ICAN Executives and DOM/FOM Teams. Prepare annual communication of the OOD program to the Network.
• Maintain the Infiniti Empowered Performers Program (IEPP) monthly and supply KPI’s to the vendor (CarltonOne). Prepare annual communication bulleting of the IEPP program to the Network.
• Maintain/ Develop reports for use in month end and quarter end presentations with ICAN, IUSA and IML Executives. Support National General Manager with support for OR-M&S deck, PDCA file, PRM scorecard and other adhoc reports as required.
• Support to the Network and field team operations by preparing and releasing weekly/monthly communication/bulletins, KPIs ranking, preparing monthly business review meetings, monthly National webinars, quarterly Infiniti Advisory Board (IAB) meetings, Semi-annual Fieldstaff meetings and yearly Infiniti Dealer Meeting IDM) and Regional grassroots meetings.
• Coordinate Sales events such as the National Sales Incentive Trip, National CEM Seminars, the bi-yearly induction of new retailers’ General Managers. This includes preparing purchasing requisitions in Zycus and development of Power Point decks to support the program(s) for presentation the ICAN and Finance executives.

Aftersales(25%)

• Works directly with the National Guest Experience Manager and Senior planner to develop parts and service programs with the goal of driving increased customer pay work and overall INFINITI service operations profitability.
• Provides support for the National Field Manager, the National Guest Experience & Operations Manager and the Fixed Operations Managers on developing strategies and tools to reach their objectives.
• Provides reporting to Senior Management on a weekly basis. Works with the Fixed Operations Managers to ensure proper marketing and sales tactics are in place each month at all Infiniti retailers across Canada.

Guest Experience(25%)

• Provides key support to the INFINITI team on key brand initiatives grouped under the INFINITI Distinction.
• Provides reporting to Senior Management on a weekly basis. Works with the Fixed Operations Managers to ensure proper Guest Experience processes are in place each month at all Infiniti retailers across Canada.
• Many projects will require working directly with the vendors and dealers to establish contracts, manage payments, oversee the roll-out timing and schedules in order to ensure alignment, efficiency and effectiveness

Such projects and initiatives may include:

• INFINITI Sales & Service Way.
• Upfront Pricing/ Single Point of Contact.
• INFINITI Valet Service.
• INFINITI Signature Scent & Sound.
• Customer Journey / eCommerce.
• ICAR-X.
• Membership.
• MyINFINITI.
• INFINITI Q-Store.

MINIMUM QUALIFICATIONS

Knowledge:

• Bachelor's degree in Business, Marketing, Management or equivalent.
• High level of proficiency in Microsoft Excel and PowerPoint is a must.
• Detail oriented and solid analytical skills.
• Must have a passion for cars.
• Minimum of 1-3 years of work experience including marketing or data analyst roles. 
• 1 to 2 years automotive marketing or analysis experience would be an asset.

                                   

Interpersonal Skills:

• Collaboration, diplomacy, effective listening, organized, negotiation and presentation skills in establishing/communicating plans and programs to sales team, management and external contacts. These topics can be highly complex, sensitive and contentious.

Complexity and Problem Solving:

• Job-related problems are often non-routine and diverse, requiring market assessment analysis and creativity to identify potential solutions. For example, brand performance metrics are below expectations, the incumbent must perform market and competitor analysis to inform potential tactical pivots and recommend solutions to management.
• Excellent decision-making skills required with the ability to impact the company in a positive manner.

Decision-making/Impact of the Position:

• Instilling standardized processes in regard to creative approval processes and brand/event meetings across various departments.
• Decisions requiring management input include content of creative approvals; budget planning; event planning.

Nissan (NMEX, NRFS, NRFM and ANZEN) hires based on the fulfillment of the job profile in the vacancy, without distinction or discrimination based on gender, gender identity and/or expression, sexual orientation, race, color, language, religion, political or any other opinion, national or social origin, economic position, birth or any other condition.

By applying for the advertised position, candidates acknowledge that Nissan Mexicana and its subsidiaries reserve the right to conduct a public conduct search due to the sensitive nature of the assets and information involved in the role. This includes, but is not limited to, proprietary information, financial data, and other assets requiring safeguarding. Nissan Mexicana and its subsidiaries assure confidentiality and compliance with all legal requirements regarding the use of such information.  By applying for this position, you are consenting to this check.

Mexico City Mexico