• District Service Manager - Hybrid

    Job Locations US-IL-Oakbrook Terrace
    Job ID
    2018-1178
    Category
    Region Sales
    Travel Required
    None
  • Overview

    Position Summary: 

     

    District Service Managers are the direct interface with Mazda dealers. DSMs are responsible for helping the dealers in their assigned territory via phone/visit improve the Mazda customer experience, grow revenue and profit for their dealers and for Mazda, and ultimately increase service retention and repurchase loyalty in accordance with Mazda BVM philosophies.

    Responsibilities

    Revenue Generation

    • Make recommendations and provide consultation to dealers to drive increased service traffic and increased wholesale parts and accessory business.
    • Assist in the development and execution of marketing messages and in dealer merchandising inclusive of execution of marketing messages across multiple platforms including digital/SEM/social.
    • Support and implement national and regional service and parts marketing plans and initiatives.
    • Achieve assigned parts sales objectives.

    Consultant Activities

    • Develop effective relationships with assigned Mazda dealers (dealer principal, general manager, service manager, parts manager) and with Mazda colleagues (DM, ZM, etc.) to advance dealer service and parts operations resulting in higher customer satisfaction, service retention and profitability.
    • Working with dealership management, develop and assist in the execution of action plans to improve the customer experience, service retention, and dealer profitability (service drive training, Mazda Full Circle, customer arrival and write-up, service selling skills, first service, next appointment process, vehicle redelivery, explanation of work, workshop capacity improvement, shop efficiency, etc.)
    • Perform profitability analysis, reviews, and consultation with dealership management to help dealers drive increased revenue and profits, and control costs while maintaining focus on service retention and an exceptional customer experience
    • Review reports, scores, trends, and customer comments to identify gaps and recommend implementation of best practices, sustainment and follow up.

    General Administration

    • Review available reports and results regularly in preparation to make recommendations while visiting dealers each week.
    • Assist dealer in being compliant with MNAO policies
    • Direct dealers to resources for the resolution of concerns including but not limited to; parts supply, customer experience, Mazda programs, vendor and supplier issues, etc.
    • Documentation of Contacts- The Dealer Business Contact System must be utilized for the documentation of regular, timely dealer contact reports.
    • Other region-specific duties as assigned by management

    Qualifications

    Education (Minimum)  

    • Bachelor's degree in business administration, automotive technology, marketing, or related discipline preferred (or equivalent experience)

    Experience

    • 1 plus year experience in a sales/service capacity. Strongly Desired
    • 2-4 years overall work experience
    • Demonstrated Leadership capabilities

    Knowledge/Skills/Abilities

    • Ability to plan, organize, and manage multiple projects simultaneously
    • Strong business acumen in dealership operations
    • Communicate effectively, both orally and in writing
    • Establish and maintain effective relationships with dealers, staff and senior management
    • Computer knowledge including spreadsheet and internet applications

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