Manager, Customer Experience - Aftersales

Manager, Customer Experience - Aftersales

Franklin, TN (Hybrid Position)

At Mitsubishi Motors NA, we are driving innovation, quality, and excellence in the automotive industry. Our commitment to delivering cutting-edge vehicles goes hand in hand with our dedication to fostering a dynamic and inclusive work environment.

Our team members are the driving force behind our success, and we believe in empowering individuals to contribute their unique skills and perspectives. We are a collaborative and forward-thinking team that values diversity, creativity, and continuous improvement.

At MMNA, your career is not just a job but a journey of growth. Benefit from ongoing employee development programs, contribute to our impactful Community Relations initiatives, and enjoy a range of employee benefits that make your experience with us exceptional.

Be part of a company proud of its heritage and excited about the future where together, we shape the future of mobility and drive success in every mile.

Summary of Role:

Mitsubishi Motors North America, Inc. (MMNA) is well on the path of its long term Momentum 2030 plan – and at the heart of Momentum 2030 is a modernized retail model that puts the customer journey and experience front and center. As part of MMNA’s transformation, the Customer Experience Department has recently become a wholly independent department, but one that is responsible for connecting Sales, Aftersales, and all other points on the customer journey.

As a customer-centric brand that puts the customer’s entire lifestyle in mind, we believe that each step of the journey is critical. The ownership portion of the journey, which can last for many years, has the most opportunities for interactions and touchpoints with the customer, and in turn to earn their trust and loyalty. With that framework in mind, the Customer Experience Department is looking for a Manager, Customer Experience – Aftersales to elevate and enhance the customer experience throughout the Aftersales side of our business, working cross-functionally with internal teams, and with our dealer partners throughout the country.

As the Manager, Customer Experience – Aftersales, you will be a key leader in driving measurable, sustainable improvements in the customer experience, partnering with internal teams, external partners, and our independent dealer network. While this role is highly data-driven, you will also rely on your experience and knowledge of what is truly important to customers to enhance their experience. Leveraging internal and external sources of information and feedback, as well as dealer performance metrics, you will identify issues that impact the customer experience positively and negatively, from single dealer partners to network-wide.

You will consult with members of the Aftersales team to increase their knowledge and expertise to further drive change. You will also create training programs, action plans, and devise and implement strategic initiatives, to initiate and sustain improvement and reward success.

Responsibilities:

Differentiate Mitsubishi Motors in the Service Drive

At Mitsubishi, we don’t just want to support best practices. We want to truly differentiate ourselves from other brands, treating the customer as an individual and creating a sense of loyalty and brand ambassadorship. To that end, responsibilities include:

• Leading the charge to improve and sustain a high level of customer satisfaction in the service lane, developing strategic initiatives and programs to improve service, analyzing metrics, devising improvement methodology, and accountability for our dealer partners; collaborating with the Manager – Customer Experience, Sales to ensure a holistic, seamless customer journey.
• Working with other members of management in the Aftersales Regions, Service, Warranty, Customer Connections, Dealer Development, Legal, and others to align initiatives, eliminate gaps in the customer journey, identify and report on Regional training needs, and prioritize and allocate resources.
• Developing network-wide insights both on systemic successes and systemic challenges that…