CCA Regional Manager

Description

Work Arrangement

The key role and responsibility of this position will cover the key areas below:

CCA business implementation and deployment with dealership

• Closely work with dealers to improve GMPI CCA business and retain/enhance customers’ and dealers’ loyalty with GM brand.
• Closely work with GMPI CCA central team to deliver the business plan in field, including but not limited to aftersales revenue/profit, customer retention/loyalty, customer experience/satisfaction, service quality, remote service program, accessory, insurance, etc.
• Communicate and implement GMPI CCA policies/program/standard to dealer on regular basis, to ensure field and central well connected. Implement the central-driven campaigns and activities per business plan and request.
• Coordinate dealer resource to support urgent request from central when needed and ensure proper follow up as a close loop.

Authorized Service Outlet (ASO) performance management

• Develop annual plan of ASO management including business target, priority, visit plan, resource, etc.
• Align the business plan and priority with dealer group leaders and investors annually and keep regular connections.
• Regular ASO on-site visits. Request and implement improvement actions if finding shortfalls on service facilities, personnel, equipment, process, technical capabilities, and operation issue.
• Analyze ASO performance on regular basis and report out to dealer principle, group leaders and investors for individual ASO performance.
• Follow up and track action plans of dealer performance improvement, identify any potential risk and escalate in time.
• Attend the dealer performance review committee and lead the conversion for allocated dealer.
• Provide necessary coaching to dealer to ensure their capability and behavior strong enough to meet customer needs and GMPI request.

Lead Coordination in Field with Dealer to Support Customer Care Process

• Be the first contact touch point in the field to receive, filter and handle customer complaint representing GMPI by following standard customer care & complaint management process.
• Coordinate with dealer to close the simple case by leverage regional resource which under GM policy, to eliminate any risk of level up.
• Participate the Customer Care committee when necessary to provide valuable input which helps to accelerate the progress.
• Follow up the leadership for special case management to ensure the effectiveness of deployment. Coordinate in field when additional steps required to close the customer case.

Support Dealer Business Operation & Growth as Contact Window of Field team

• Collect the voice from dealer and customer in the field. Filter and make proper judgement per clear criteria. Provide feedback to central team to solve issues for dealer and customer per reasonable request.
• Understand the industry trend of local market and provide information to central team for strategy decision.
• Coordinate necessary resource from central X-functional team and get aligned, to support dealer request and demand in long term perspective.

[Additional Description]

Your Skills & Abilities (Required Qualifications) ​​   

• Broad Knowledge of automotive customer service.
• Knowledge and experience of work with dealer and manage field business.
• Knowledge and experience of dealer business and understand their way of business operation.
• Knowledge and experience of tracking monitoring, coaching and steering dealer business with different approaches.
• Knowledge and experience of handling customer complaint.
• Have good experience to manage kinds of conflict in the field.
• Understand the customer needs and pain points along the whole customer journey.
• Bachelor’s degree or above.
• 8+ years’ experience of customer service business.
• 5+ years' experience of regional manager role.
• 5+ years’ experience of working with dealer/dealer group directly.
• 5+ years’ experience of business operation.
• Experience of premium brand is preferred.
• Experience of premium NEV brand is preferred.
• Proficient in English listening, speaking, reading and writing.
• Have a strong affinity, interpersonal communication and coordination skills and a sense of teamwork
• Strong capability to handle data calculation and analysis
• Familiar with Microsoft Office software

Renseignements sur la diversité

General Motors est résolue à être un lieu de travail qui est non seulement exempt de discrimination illégale, mais aussi un endroit qui favorise véritablement l'inclusion et l'appartenance. Nous sommes convaincus que la diversité de la main-d'œuvre permet de créer un environnement dans lequel nos employés peuvent s'épanouir et développer de meilleurs produits pour nos clients. Nous encourageons les candidats intéressés à consulter les principales responsabilités et compétences requises pour chaque rôle et à postuler à tout poste qui leur correspond. Dans le cadre du processus de recrutement, les candidats peuvent devoir, le cas échéant, réussir une évaluation liée au poste ou une présélection d'emploi avant d'être embauchés.  Pour en savoir plus, consultez notre processus de recrutement.

Déclaration concernant l'égalité d'accès à l'emploi (É.-U.)

General Motors est fière d'être un employeur souscrivant au principe de l'égalité d'accès à l'emploi.  Tous les candidats qualifiés seront pris en compte, sans égard à la race, à la couleur, à la religion, au sexe, à l'orientation sexuelle, à l'identité de genre, à l'origine ethnique, aux situations de handicap ou au statut protégé d'ancien combattant. 

Aménagements (É.-U. et Canada)

General Motors offre des occasions à tous les chercheurs d'emploi, y compris les personnes handicapées. Si vous avez besoin d'un accommodement raisonnable pour vous aider dans votre recherche d'emploi ou la soumission de votre candidature, envoyez-nous un courriel à l'adresse Careers.Accommodations@GM.com ou appelez-nous au 800 865-7580. Veuillez inclure dans votre courriel une description spécifique du type d'accommodement demandé, ainsi que le titre d'emploi et le numéro de demande du poste auquel vous postulez.