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This posting will close on May 7, 2021 @ 11:59 PM.
The District Manager Aftersales Saskatchewan 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 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 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.
Additional Job Description
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 grow 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
Proper tracking to support part sales on the current visit and follow up on declined services
Implementation of “hi impact” action plans to create positive customer experiences leveraging 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. Provide 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 required 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 center contacts and parts issues.
Counsel Dealers with Inventory Management Practice and Customer Special Order processes
Provide competitive product program feedback to Oshawa Marketing team
Required skills and Experience:
Willingness to relocate
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
Education and Training:
Bachelor’s Degree, preferably in Business or Marketing.
Automotive retail or wholesale industry experience an asset
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 volunteer opportunities.
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.