Dealer Operations Manager

Location(s): Brampton, ON

Job Schedule: Full-time, Hybrid, M - Th onsite, F-Remote

Education Requirement: University Degree preferred in Business/Marketing

Sponsorship: No   

Come Drive Innovation with Us. 

We are currently looking for a Dealer Operations Manager to join our team in Brampton, ON. 

A Day in the Life:     

Reporting to the Regional Operations Manager (ROM), the Dealer Operations Manager (DOM) is responsible for working directly (in-person, phone, and video calls) with an assigned group of dealerships and will act as Nissan’s primary point of contact on Vehicle Sales related topics to deliver on the business objectives as defined by the ROM in the following areas:

Customer Experience:

• Deliver on the expectations of the ‘Nissan Customer Promise’ in both sales and service as measured by internal and external survey benchmarks.
• Ensure Network is retail ready – physical and digital experience points are aligned with the Nissan Sales and Service Way (NSSW) processes, Marketing Policies, and basic facility representation requirements (clean, orderly, current POS etc.)

Retail and Wholesale Revenue Generation:

• Plan and Deliver Retail and Wholesale Sales, Vehicle Personalization, and accessory penetration objectives.
• Deliver Wholesale Vehicle volume objectives in accordance with a well-balanced demand-vs-inventory model.
• Lead, Develop and Deliver Regional and Dealer Marketing activations.  Assess performance as measured by vehicle leads and adjust as necessary.

Network and Operational Support:

• Become the ‘Easiest OEM for Dealers to do Business with’ as measured by Dealer Satisfaction in the annual CADA DSI Survey. Simple, Transparent, Supportive (reachable, helpful, proactively following up on open questions or issues)
• Develop a profitable, network that maintains New and Used Vehicle Profitability at or above objective.

POSITION FUNCTIONS.

Customer Experience:

• Drive dealership understanding, adoption and execution of NSSW (Nissan Sales & Service Way) Service process guidelines, including consistent delivery of Key Focus processes.
• Analyze Dealer Voice of Customer KPI trends, results, and verbatim feedback, identify areas in need of improvement & support dealership staff in understanding results, as well as developing and executing action plans to deliver improved performance.
• Act as escalation point for Dealer Hot Alerts to ensure customer issues are quickly addressed.

Revenue Generation:

• Analyze Dealer sales operations, proactively develop monthly/quarterly plans and execute planned activities to achieve new vehicle, CPO, and vehicle personalization objectives.
• Educate, train and support dealers to implement conquest marketing and loyalty capture strategies to achieve sales objectives.
• Deliver wholesale volumes that support a well-balanced stock position and the achievement of retail sales objectives.
• Implement Strategies to improve VCS/CCS customer activation to unlock future revenue opportunities.

Operational Support:

• Support engagement in Nissan motivational programs.
• Support implementation of technologies offered by NCI to improve operational efficiency and customer experience.
• Assist & guide dealers on program enrollments, including enrollment forms and changing/update of individual program variables.
• General dealer support with navigating NCI systems and processes.
• Review financial statements and provide meaningful recommendations that drive dealership profitability.

MINIMUM QUALIFICATIONS.

• Knowledge:  A University Degree preferred in business/marketing or equivalent experience plus a minimum of five years business experience with at least 2 years in the automotive industry. Well developed consultancy skills in the areas of retail awareness; business plan development & process; continuous dealership improvement; automotive marketing principles; financial statement analysis and team development (HR basics). Fluency in Microsoft Office (Word, Excel, PowerPoint).

• Interpersonal Skills:  Well developed communications skills are key (both verbal and written). Ability to communicate at all levels of the organization, from technicians to business owners including one-on-one, group facilitation/presentations in both favourable and adverse/contentious situations). Ability to persuade others and manage by influence. Ability to foster a positive team-building environment by demonstrating own high energy, motivation, agent of change and commitment to organization. Ability to develop and foster a network of contacts both inside and outside the organization. Ability to drive customer satisfaction improvement.

• Complexity and Problem Solving: Problems are often non-routine and diverse, requiring considerable analysis and creativity to identify potential solutions. Ability to analyse and interpret financial reports for patterns (consistencies/inconsistencies) and prepare accurate and detail reports. Considerable skill and ability to multi-task and maintain high level of organization affect complexity in role. 

• Physical and Sensory Demands: Role is highly demanding for multi-tasking & focused listening/concentration skills – telephone calls, email, data analysis and travel. Moderate visual effort required in monitoring video display. 

• Decision-Making/Impact of the Position:  Ability to function independently and make decisions when required in the areas of allocation, targets and co-op advertising impact sales results and profitability of the Dealership network, retail customers, and Region and Nissan Canada Inc. Decisions have a significant impact on financial loss/waste and reduce customer/client service and company image. Anticipating daily changes as well as forward thinking are key to decision-making process. Please refer to Appendix A for empowerment in relation to decision-making.

• People Management: Although this position has no formal management responsibilities the incumbent is required to provide ongoing guidance to dealers regarding NCI policies, advise dealers regarding performance in dealership and provide orientation and training to new dealer staff.

WORKING CONDITIONS.

Ability to meet multiple and/or conflicting deadlines. Travel 80% within territory. Infrequent noise, isolation, and exposure to disagreeable weather conditions.

PRIVACY STATEMENT

It is the responsibility of each Manager to ensure that all conditions of the Privacy Act are upheld within Nissan. This includes ensuring employees clearly understand and formally consent to the gathering and usage of any personal information and that such information shall be kept strictly confidential within the confines of its intended use.

What You’ll Look Forward to at Nissan: 

Career Growth and Continuous Learning Opportunities: Benefit from diverse career paths, cross-departmental moves, and innovative learning platforms. Enhance your skills through seminars, leadership training, and tuition reimbursement programs, all while playing a vital role in shaping the future of transportation. From day one, you'll have the support to tackle challenges and contribute to impactful solutions across our organization. 

Rewards: Be supported with a Comprehensive Benefits Package, including medical, mental health, parental leave, retirement savings & unique Nissan perks, including discounts on lease vehicles as part of our Employee Lease Program and a Vehicle Purchase Program (VPP). For more information, access our Nissan Benefits Overview Guide. 

Built for Your Best:  

https://www.youtube.com/watch?v=PXuame0vwiw&list=PLki2k0CDxrPe8V6WmEeEdhj1fosRD-JQa 

All employment is contingent upon successful completion of background screenings in accordance with Nissan policies and as permitted by applicable statutes and regulations.

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 Canada and will be required to provide proof of employment eligibility at the time of hire.

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.

Salary Range:

This compensation range represents the minimum to midpoint base salary rates at Nissan for jobs assigned to this particular grade level. Please note that an employee’s base salary may occasionally be set above the midpoint of the salary band for this grade level, in recognition of the employee’s unique skills, work experience, education, work location, or market conditions. Compensation decisions also consider internal equity and comparisons with the base salary rates of other employees with similar backgrounds working in comparable roles. Note: Bonus, benefits, and other forms of variable compensation are not included in the base-salary range shown above.