Location(s): Somerset
Job Schedule: Full-time
Degree Level: Bachelor's
Sponsorship: No

Shape the Future of Mobility at Infiniti: Launch Your Career, Drive Innovation

At Infiniti, we’re not just building cars, we’re revolutionizing mobility. We’re a global leader with a heritage of innovation, and we’re searching for talented individuals like you to join us on this exciting journey. We believe that every individual possesses a unique set of skills and passions that can be harnessed to drive innovation and shape the future of the automotive industry. Our diverse range of program areas and career paths offer exciting opportunities for adventurers like you to embark on a thrilling professional journey.  

We are currently looking for a Senior Dealer Operations Manager to join our team in Somerset.

Conducts routine dealership visits with Sales & Aftersales staff, dealership management and Dealer Principal to assess all aspects of Aftersales operations. Provides consultative coaching and action plans geared towards improving Accessories, Parts, & Service (APS) opportunities.

Identifies areas of improvement and partners with assigned dealerships to make improvements and take corrective actions to drive Customer Experience and Retention, Dealer Profitability, and Loyalty.Customer Experience and Retention:

A Day in the Life:

• Assesses accessories, parts and service operations through routine contact and site visits by utilizing the 5 Mindsets approach (Convenience, Quality, Competitiveness, Transparency and Friendliness) to build a consumer value proposition.

• Coordinates and aligns on Aftersales Core Processes. Actively delivers training and program implementation by recommending NNA supporting tools, technologies and proven service processes (Initiation, Reception, Communication, Delivery, and Follow up).

• Works with the Regional Aftersales Manager (RAM) to monitor levels and amount of service staff expertise and training.  Actively promote Technician Certification training and supports recognition and achievements.

• Reviews and monitors marketing and advertising plans for dealerships and assesses current effectiveness of their efforts. Aligns dealership marketing, CRM, Social, website, eCommerce and BDC platforms with NNA National and Regional marketing initiatives.

• Recommends, supports and executes the use of NNA tools and technologies, tablets, and marketing platforms. Introduces new marketing programs and techniques.  Demonstrates potential positive impact to dealerships’ financial statements to achieve dealership “buy-in” and support. Routinely reviews APS sales reports demonstrating success or failure of marketing efforts and expenditures.

• Understands other external consultant’s services currently utilized or considered by dealership.  Encourages use of Nissan/Infiniti approved parts vendors to improve dealer costs and supply.  Demonstrates the business case for Nissan/Infiniti programs and advises on comparisons. Develops advertising and promotion plans to counter negativity resulting from any warranty issues.

Dealer Profitability:

• Performs dealer financial statement and operational analysis to identify and recommend performance improvement opportunities in the areas of process, throughput, capacity, staffing, facilities, sales effectiveness, marketing, and industry best practices. Utilizes Key Ratio management to align with NNA and industry benchmarks. Implements consultative sales techniques to develop, present, and implement action plans to drive key growth KPI’s.

• Improves sales effectiveness through reviewing relevant NNA and industry benchmark data to uncover sales/profit opportunities in accessories, service lane commodity sales, internal, and wholesale. Identifies and actively develops dealer engagement in Parts, Wholesale and Accessory business.

• Routinely reviews APS performance reports with Dealer Principal and functional management regarding APS operations and compliance with company standards and agreements.  Monitors cash flow, inventory, and capital as pertains to APS.  Questions accuracy and accounting if needed.  Assists AGM and dealership management to improve financial strength through increased APS sales and operations.  Works with Dealer Principal to establish goals to improve Fixed Absorption Rate and ROS, and identifies plans to achieve them.

• Identifies and evaluates human resource issues in dealerships. Assesses staffing levels, competencies and training needs. Advises and assists management with correcting management and staff performance through plans for documentation, feedback, coaching, and training. Identifies causes for high levels of staff turnover and addresses issues with appropriate level of management.

• Educates and enlightens dealership personnel on current incentive programs for customers, sales associates and dealership.  Assists management with implementation and proper applications of programs.  Ensures that they comply with rules and requirements for incentive payments.  Analyze reports and sales results and demonstrate programs’ financial impacts on dealerships to management.

• Monitors parts inventories and understands dealership tracking systems.  Ensures inventory control and levels are efficient to provide timely service for customers.  Ensures that service operations are ready to support commercial vehicles, fleet vehicles, electric vehicles and other specialty lines. Supports and encourages NNA Technologies in parts inventory management and sales operations.

Loyalty

• Evaluates and analyzes dealership sell-out and sell-in data and onsite inspections to determine dealership parts loyalty. Identifies roadblocks and develops action plans to improve dealership profitability, sales effectiveness, and client retention through brand loyalty.  

• Coordinates with DTM’s and DTM Management on analysis of quality of customer interface and service practices in dealerships’ P&S operations. Participates in CSI focused reviews and addresses identified issues with dealerships.  Identifies and clones best practices.  Develops action plans with dealerships to enhance customer satisfaction. Administers Goodwill decision and authorizations. Monitors staff performance through real time technology tools and customer satisfaction scores.  Understands sources of customer complaints and addresses with management. 

Assists AGM with Market Representation related issues and actions within assigned dealerships as requested:

• Maintains awareness of competing dealerships in assigned market. Assists with analysis of market information and incorporates market expansion opportunities into assigned dealerships to maximize P&S sales.  Incorporates impact of newly opened and closed dealerships in assigned district into P&S marketing and sales plans to maximize dealership P&S sales.

• Understands dealer agreements and required performance/policy compliance for dealerships.   Supports 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.  Understands “do’s and don’ts” when dealing with dealership on matters of standing.

• Assists AGM and dealerships with logistics relating to opening and closing of dealership operations.

• Supports 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:

Education: Bachelor’s Degree in Business or related field required. 

Experience:

Sr. Fixed Operations Mgr: A minimum of 6 years of progressive Marketing and Sales experience for the senior level, including a minimum of 3 years of analytical experience in various specialties of the automotive industry:

• Sales Ops

• Dealer Agreements

• Marketing

• Parts & Service

• Sales Reporting

• Mkt Rep

• Market Analytics

• Pricing

• Consumer Affairs

• Distribution

• Customer Satisfaction/Experience

• Advertising & Promotions

• Warranty

• Carflow, Mix Mgmt

• Facilities/Merchandising

• CMM/ Contests & Incentives

• Manufacturing

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.

Fixed Operations Mgr: A minimum of 4 years of progressive Marketing and Sales experience, including a minimum of 2 years of analytical experience in various specialties of the automotive industry including:

• Sales Ops

• Dealer Agreements

• Marketing

• Parts & Service

• Sales Reporting

• Mkt Rep

• Market Analytics

• Pricing

• Consumer Affairs

• Distribution

• Customer Satisfaction/Experience

• Advertising & Promotions

• Warranty

Facilities/Merchandising

CMM/ Contests & Incentives

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.

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.

Physical Requirements

The physical requirements described below are representative of those an employee must normally meet to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable otherwise qualified individuals with disabilities to perform the essential job functions.

Travel:
More than 75% day and overnight domestic travel.

Position requires residence within assigned district.      

Infiniti is committed to a drug-free workplace. All employment is contingent upon the successful completion of drug and background screenings in accordance with Infiniti policies and in compliance with federal, state, and local laws, including the California Fair Chance Act and the Los Angeles County Fair Chance Ordinance. Infiniti will consider qualified candidates with arrest or conviction records for employment in a manner consistent with these laws.

It is Infiniti'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; Infiniti uses E-Verify to validate employment eligibility.

Nissan is committed to a drug-free workplace. All employment is contingent upon the 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.

NISSAN FOR EVERYONE

People are our most valuable assets, and diversity and inclusion are the key to maximizing the power of each individual member of our team.  When everyone belongs, the power of NISSAN is undeniable.  Our Corporate Diversity Initiative aims to improve business results by ensuring that our workplace and core businesses meet the unique needs of our employees and customer base.

Nissan is committed to creating a culture where everyone belongs and employees, customers, and partners feel respected, valued, and heard.  We have over 10 Business Synergy Teams (BSTs) across the U.S. and Canada that connect employees – with shared characteristics or interests – build allies, and foster a company culture where all employees feel supported and included.

Nissan also values inclusion in all areas of our business as we strive to mirror the diversity of our customer base and the communities where we do business. We are committed to procuring innovative goods and services, retailing our products and communicating from a diverse perspective which will help us continue to offer our customers competitively designed, market-driven products.

Join us as we carry our commitment to diversity and inclusion into the future.

Somerset New Jersey United States of America