District Manager, Customer Experience & Insurance Relations
Kharfan Group Carstar Automotive
Calgary, AB

TITLE: District Manager, Customer & Insurance Relations

REPORTS TO: Director of Business Development & Procurement

DEPARTMENTS: Management

GENERAL ACCOUNTABILITIES

The Manager, Customer & Insurance Relations is responsible for leading the day-to-day front end operationsand plans, implements, and evaluates all aspects. You will also assign ownership of responsibilities to the team, monitor and manage performance, and maintain familiarity with all aspects of coaching including the development of employees. A portion of this role will include developing key growth sales strategies, tactics and action plans. Successful execution of these strategies is required to achieve financial targets, including reaching annual targets, building relationships and understanding customer trends.

As the District Manager, Customer & Insurance Relations, your goal will be to drive customer service to a superior level while remaining accountable for the compliance of all budgetary objectives and timelines. You will play an integral part in ensuring objectives are clear and that quality standards, continuous improvement initiatives and other performance indicators are achieved. You will also be responsible for maximizing the performance of the team through strong leadership, training and mentoring. You will oversee supervisory responsibility for team members in order to create and maintain a highly functioning team environment, maintain high customer satisfaction, and ensures a quality-oriented workforce.

This role requires a high degree of team leadership, business acumen, master organization and a high degree of effective communication at all levels in your team. As the Director, Customer & Insurance Experience you will lead by focusing on developing and implementing best practices and specific performance improvement initiatives and become an integral part to lead change within the organization.

PRINCIPAL ACCOUNTABILITIES

  • Drive results—consistently achieve KPI targets
  • Lead and Coach Others—a visible leader who creates a culture of collaboration and inclusion
  • Strengthen Customer Relationships—customer orientation balancing growth vs. business risk
  • Business Acumen—utilize financial benchmarks and statistical tools to measure performance and develop appropriate operating plans
  • Lead Change—help achieve alignment with the entire company as a whole, relentlessly pursue continuous improvement and lead the team to adapt to changing environments

This includes:

  • Support to managers
  • Visibility in the business
  • Champion of senior leadership team
  • Coaching/mentoring
  • Creating empowerment
  • Direct line/ clarity of direction
  • Brand management across the company
  • Relationship Management with existing and new stakeholders
  • Ensure best practices are implemented across the company
  • Actively partner with Director, Business Development & Procurement to assess competitive threats and sales plan
  • Develop and implement successful strategies regarding labour, business growth, revenue growth, expense control, and quality of services, and review and redirect activity, if necessary.
  • Build a high performing team and keep morale high.
  • Identifying key priorities and activities and developing annual business plans to support those priorities and activities
  • Working within the leadership team to develop and grow their business potential
  • Improve and manage business operations by supporting the development of KPI’s and other metrics
  • Responsible for recruitment, training and mentoring current and new team members within assigned area
  • Working with leadership of front end employees to facilitate our commitment of excellent customer service
  • Develop annual business plans identifying key activities and priorities
  • Promotes and supports health and safety programs, leading to reduce incidents of injury or lost-time. Actively supporting return-to-work and modified work programs to assist those returning from accident or illness
  • Collaborate with peers to solve issues and capture opportunities that are in the best interests of the company
  • Assist in the development of budgets and capital requirements
  • Work with team to identify issues/gaps and establish and execute an effective improvement plan to achieve excellence
  • Lead employees and encourage professional development within the company
  • Set clear expectations, recognize successes and challenges, and manage performance quickly and effectively – and ensure managers are emulating these actions
  • Define and prioritize strategies to achieve the highest levels of customer service excellence—meeting or exceeding customer needs and company goals
  • Drive continuous improvement and identify clear actions to lower costs and improve efficiencies/productivity

FUNCTIONAL QUALIFICATIONS

  • University degree in a related operational or business program is preferred
  • Eight or more years of senior management experience, preferably in an automotive environment
  • Experience in sales, customer service and promotional marketing is a major plus
  • Superior verbal and written communication skills
  • Strong leadership, coaching and change management skills
  • Self-motivator and efficient time-management skills
  • Professional and positive while maintaining sound planning, decision-making and judgment skills
  • Strong ability to form and strengthen customer relationships paired with the ability to assess business risk
  • Ability to communicate, present and influence all levels of the organization, including executive and C-level
  • Exceptional communication and interpersonal skills
  • Excellent listening, negotiation and presentation skills
  • Have a strong business acumen
  • Have the ability to lead change through continuous improvement initiatives and lead others through changing environments

Job Type: Full-time

Experience:

  • Automotive Repair: 2 years (Preferred)
  • Sales Management: 2 years (Required)
  • Senior Management: 8 years (Preferred)

Education:

  • Bachelor's Degree (Preferred)