[Skip To Content]

CCA Regional Manager

  • 위치
    • Shanghai, Shanghai
  • 일정 Full time
  • 게시됨

설명

Work Arrangement

This role requires an employee to be onsite on a full time basis.

What You’ll Do

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

다양성 정보

General Motors는 법적으로 금지된 차별을 배제하는 것은 물론 포용성과 소속감을 진정으로 장려하는 직장이 되기 위해 노력하고 있습니다. 당사는 다양성이 보장되는 환경에서 직원들이 역량을 발휘하고 우리 고객을 위한 더 좋은 제품을 개발할 수 있다고 믿습니다. 따라서 입사에 관심 있는 사람이 있다면 포지션별 주요 업무와 자격을 확인하고 본인이 보유한 기술과 능력에 부합하는 모든 포지션에 적극적으로 지원하기를 장려합니다. 지원자는 채용 과정에서 역할 관련 평가(해당하는 경우) 및/또는 채용 전 스크리닝을 통과해야 합니다.  자세한 정보는 GM 채용 과정 안내를 참고하십시오.

공평한 취업 기회 선언 (미국)

General Motors는 공평한 기회를 제공하는 고용주임을 자부합니다.  자격을 만족하는 지원자는 인종과 피부색, 성별, 성적 지향, 성별 정체성, 국적, 장애, 재향 군인 보호법 적용 여부와 상관없이 채용 후보로서 심사를 받습니다. 

숙소 (미국 및 캐나다)

General Motors는 장애인을 포함한 모든 구직자들에게 취업 기회를 제공합니다. 구직이나 취업 지원에 도움이 되는 합리적인 숙소가 필요한 경우 Careers.Accommodations@GM.com으로 이메일을 보내시거나 800-865-7580으로 전화주십시오. 이메일에, 귀하가 요청하는 특정한 숙소에 대한 설명과 귀하가 지원하는 직무와 채용 요청서 번호를 포함해주세요.