General Motors Hiring For District Manager Aftersales Vancouver Island & Northern BC at Canada Full Time

This posting will close on Jan. 8, 2022 @ 11:59 PM.

The District Manager Aftersales (DMA) – Vancouver Island & Northern BC Region is primary responsibility is Service and Parts Sales Growth with an emphasis on Dealer process improvement. This position serves as a key liaison between GM, our Dealer Network, and our customers.

The expectation is the District Manager Aftersales will lead the Dealer to continuously improve the Customer Experience and establish robust Customer Retention processes to improve both Dealer and GMCC Customer Care and Aftersales profitability/sales. The District Manager Aftersales will hold their Dealers accountable to implement action plans and work with their Dealers and key managers to generate ideas to grow fixed throughput, improve both Dealer’s fixed operation business processes and Dealer parts purchase loyalty. The person in this position is responsible for all GMCC customer experience and service retention activities, GMCC parts, and accessory sales/initiatives in their district. A critical aspect of this position is to have regular face to face Dealership contacts, as such regular travel within the assigned district is required and the incumbent will utilize a company assigned vehicle.

Service Development and Customer Retention Processes

Ensure dealer activation of key growth processes including:

• Retention improvement processes
• Work with Dealers to grow their Parts Purchases from GMCC using reports/analysis and parts purchasing/booking programs
• Implement marketing plans with Dealers to increase customer pay business
• Ensure Dealers are providing a positive sales experiences for customers in the service lane leveraging GM software (echeck-in/eMPVI)/process in an effort to grow part sales
• Robust utilization of online service scheduling appointment booking
• Accurate tracking to support part sales on the current visit and follow up on declined services
• Implementation of “hi impact” action plans to build positive customer experiences using customer satisfaction reports/verbatims
• Monitor and provide recommendations to improve service retention using GMCC programs such as the 2YR/48K Complementary Lube Oil Filter Program
• Use ‘Negative Impact’ Retention reports to generate specific dealer direct & digital campaigns
• Ensure Dealers engage all New Retail Customers and execute “win-backs”
• Sales -to- Service Handoff for new and used vehicle sales
• Walk-around Processes & Strategies
• Customer Follow up via the Customer Sales & Service Retention Process
• Process Dealer Maintenance Notifications sign-ups at delivery
• GM branded protection plan and maintenance plan penetration reviews
• Host and present at District Business/Performance Meetings
• Create a retail environment within Service facilities.
• Ensure dealership process exist to keep retail displays and Point-Of-Purchase seasonally correct, up- to-date and complete
• Ensure process exists to quote “Good-Better-Best” & “Family Price” offers
• Complete periodic analysis of dealership fixed operations including financial performance. Share recommendations to increase fixed revenue and profits.
• Assess dealer training needs and facilitate process and product training as well as education of fixed operations reports/analysis.
• Ensure dealer understanding of GMCC Service Customer Care & Aftersales Policies and Procedures.

Customer Satisfaction/Retail Performance Standards

• Improve Regional Dealer Service Satisfaction and Customer Experience processes in collaboration with District Manager – Customer Care and Service Process.
• Liaison with Customer Care Ambassadors as the need arises to manage customer issues related to Customer Pay.

Customer Pay (Parts sales to customers)

• As part of Develop and execute a business plan to achieve district Customer Pay objective with priority placed on GM Parts year-over-year growth.
• Ensure dealer activation of Certified Service DMA marketing campaigns including “Good Better Best” strategy
• Support dealership development and execution of an annual marketing plan with monthly tactics/initiatives that leverage DMA/National marketing plan

Parts and Accessories (Parts sales to dealers)

• Execute business plan to achieve district net parts sales objective with key focus on, ‘around the wheel’ and wholesale strategy where applicable, including, collision and power-train products
• Develop Dealer “Retail” stocking plan to support “Good-Better-Best” strategy, and marketing activities
• Develop plan to increase dealer “fleet” parts throughput and wholesale volume where applicable
• Develop and execute a business plan (include LPO) to achieve accessory objective in conjunction with District Sales Manager.
• Increase “Genuine GM Parts (loyalty) Percentage” and Tire purchase loyalty for all dealers and show Dealers of benefits re purchasing directly from GM Parts (incentives and discounts)
• Assist Parts Managers with Retail Inventory Management compliance process, service centre contacts and parts issues.
• Counsel Dealers with Inventory Management Practice and Customer Special Order processes
• Provide competitive product program feedback to Oshawa Marketing team
• Support Cross functional and special initiatives as required

Additional Job Description

Required skills and Experience:

• Strong communication and leadership capabilities
• Superior analytical abilities combined with great decision-making skills
• Ability to work independently and in cross-functional team environments
• Valid G level Driver’s License
• Willingness to travel
• Automotive retail or wholesale industry experience

Education and Training:

• Post Secondary Education, preferably in Business or Marketing.

About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us

We aspire to be the most inclusive company in the world. We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

Diversity Information

General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteeropportunities.

We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.

Equal Employment Opportunity Statement

Accommodation is available for applicants with disabilities. Should you be contacted by General Motors of Canada, please advise if you require accommodation. General Motors of Canada values diversity and is an equal opportunity employer.