Director, Corporate CSI, Customer Relations, and Manufacturer Relations

Sonic Automotive operates franchised dealerships coast-to-coast. We also represent over 20 different automotive brands with the majority of our dealerships being luxury and import brands. We are an industry-leading automotive retailer committed to providing our guests and teammates with an experience unmatched by our competitors.

Our team are happy to work here because:

• We have beautiful state of the art facilities
• We provide award winning training 
• We are committed to developing and promoting within the company
• We are technology based - most jobs use iPads or iPhones that we provide
• Our Benefits are extremely competitive with Medical, dental, vision, HSA, 401k with a 4% employer match and PTO
• We encourage peer to peer teamwork and recognition

Why Join Us:

• Play a pivotal role in transforming the digital experience in an exciting, fast-paced vertical.
• Be part of a team that values innovation, collaboration, and customer obsession.
• Work on products that directly impact customer experience and business performance.

Oversees the strategy for Sonic Automotive, EchoPark and Powersports Customer Experience and Hospitality initiatives. Directs policies, objectives, and initiatives related to the customer experience and OEM requirements. Develops procedures, policies, and playbooks for OEM-provided initiatives, and oversees independent initiatives, vendor management, and survey development. Acts as the primary interface for customer experience metrics in sales and service for Sonic Automotive's retail network. Leads and directs data mining, information analysis, troubleshooting, and action planning to improve scores to meet or exceed benchmarks.

Key Responsibilities

• Oversee team in identifying underperforming dealerships, using reports to pinpoint issues and prepare improvement analysis. Shares findings with VP of Manufacturer Relations, Executive VP, and field leadership.

• Conduct site visits at underperforming stores. Collaborate with management to review analytics and observations in order to formalize action plans to improve performance. Monitor and assess the implementation of these plans to determine their success rate. Schedule Teams Meetings post visits to review analytics with the team and follow up on teammate’s Moments of Truth training.

• Manage relationships with OEM partners, act as the main corporate contact for their national and regional reps, and establish metrics and targets for CSI reporting (green standard). 
• Oversee the collection, reconciliation, reporting, and correspondence of CSI data. Administer dealership and teammate recognition for outstanding guest experience performance.

• Responsible for month-end close CSI performance reporting for all divisions.
• Assist Brand Vice Presidents with CSI performance by providing tracking and forecasting reports, conducting in-depth analysis, and making informed recommendations.

• Administer and develop surveys unrelated to OEMs for independent analysis as needed.

• Oversee and improve Echo Park's strategy for customer satisfaction and experience. Conduct monthly EchoPark Teams Call with General Managers and Guest Loyalty Specialists.

• Partners with the Training team to facilitate manufacturer relations training across all of Sonic’s academies. 

• Collaborates with Corporate Communications to provide CSI content for the monthly company video.

• Bachelor's Degree with 7-10 years of demonstrated experience in market research and Customer Satisfaction Index (CSI) performance management.
• Experience in automotive, powersports, and/or OEM is required.
• Must be able to build and maintain relationships with all levels of the organization and OEM partners.
• Must have an unreasonable hospitality mindset.
• Strong analytical skills with the ability to interpret complex data.
• Articulate speaker with strong written and presentation skills.
• Skilled in MS Office, Works, Excel, PowerPoint

All your information will be kept confidential according to EEO guidelines.