Nissan Loyalty Manager

Nissan Owner Loyalty Manager Job Description

Mission: Monitor and manage the Customer Experience and dealer reputation through various processes and tools with the goal of producing higher customer loyalty, service retention and customer advocacy. The Owner Loyalty Manager is the prime dealership position responsible for evaluating and improving processes that not only meet but exceed customer expectations.

Responsibilities include the following:

* Be the Chief Customer Advocate: experience and interpret each customer touch point through the eyes of the Nissan customer.

* Identify Key Process Opportunities: Monitor and direct a Continuous Improvement Process to identify and resolve problems and correct dealership processes for sustainable improvement. (Sales process, Service process, Customer engagement and Dealership Reputation Management)

* Organize and Lead Process Improvement Meetings: Plan and conduct weekly Cross Functional Team (CFT) meetings or action planning meetings that involve team members to address issues and actions.

* Monitor and Act on Nissan Advocacy Tools: Assure that customer survey results as well as online reviews are monitored. Respond to customer feedback received through Owner First Survey (OFS), Quick Pulse feedback and Social Media sources to engage with customers and correct any issues or concerns.

* Utilize data reports and information: Develop, implement and monitor strategies to inform dealership managers of relevant customer satisfaction reports and other analysis data to bring about change (OFS, Quick Pulse, NCAR, Loyalty, Customer Behavior Dashboard, Service Retention)

* Communicate Progress: Communicate with Dealer Principal, EM, Regional team, and dealership team members on Program progress and issues such as completed action plans, Customer comments and goals achieved etc.

* Monitor Dealership Social Media Reputation: Utilize available technology tools, such as the Reputation Management Dashboard, to build Social Reputation in Dealer's social community

* Assess the dealership against the CEE criteria: Conduct regular assessments of the dealership in relation to the CEE standards and monitor/communicate the results.

* Implement the CEE Assessment and Action Plans: Implement and monitor the CEE initiatives that are appropriate to the dealership's needs and resources.

* Monitor Customer Satisfaction Training: Monitor and arrange for customer satisfaction training using dealership or OEM provided training manuals and materials. This also includes New Employee Orientation.

* Meet with DOM and FOM on a regular basis to collaborate on performance trends, dealership and NNA initiatives and process changes.

* Utilize Nissan Tools and Training to develop and enhance dealership approach. NCAR, Reputation.com, Virtual Academy, etc. are all tools that should be utilized daily to enhance dealership performance. OGP and 11TB programs should be followed regularly to maximize performance and earnings opportunities.

Requirements

· Proven interpersonal skills demonstrating a commitment to strengthen the dealership brand through building and maintaining a loyal long-term customer base

· Excellent written and verbal communication skills.

· Proven ability to think strategically and evaluate performance metrics to identify trends

· Ability to effectively communicate with dealership management team members

· Strong organizational skills suited for staying current on multiple focus areas through performance evaluation and socialization with appropriate teams

· Working knowledge of Nissan and third-party customer service software, databases and tools

· Troubleshooting and multi-tasking skills

· Preferred BS degree in Business Administration or related field

· Excel and Word proficiency

· Flexibility to work in an ever changing and improving environment.

Available Benefits 

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• Paid time off
• Employee discounts