Senior Planner, INFINITI, Customer Quality Sales Operations

Job description

Position Title

Senior Planner, INFINITI, Customer Quality Sales Operations

Function

Sales

Site / Location of Position

US - Franklin, TN

Legal Entity

Nissan North America, Inc. (NNA)

Posting Description

Manages initiative development to improve all facets of dealership processes, enhance customer satisfaction, and improve retention. In collaboration with related work groups and departments, translates analytical assessments into operational procedures for Infiniti Division. Launch, manage and ongoing development of the TouchPoint Reviews (TPR). (TPR and compliance are a requirement for 1% “reserve” Retailer payout under TOE Performance Fund, which supports Retailer profitability.) TPR and DOM/FOM quality reviews are critical to maintaining INFINITI brand guidelines. Manages budget and resources for TPR vendor, including retailer contact staff of 8. Coordinate TPR data and deviations for ISSI / ICSI and qualifiers for the Total Ownership Experience Performance Fund.Job Functions1. Works with regional staff to identify and address dealership process deficiencies in order to improve dealer performance and customer satisfaction survey ratings based on analysis of survey scores.2. Develops strategic plans to implement elements of the Infiniti TOE Performance Fund program / Infiniti Personal Assistant / Touchpoint Reviews and other customer satisfaction related initiatives.3. Functions as the subject matter expert (SME) and key contact for the customer satisfaction operations team. Manages implementation of refinement or modification initiatives and processes in response to changing needs.4. Supports the executives in the Customer Quality and Infiniti sales division (IBU) on the ongoing development of presentation materials for quarterly CSI regional review meetings.5. Assesses Infiniti policies and their impact on customer satisfaction measurements. Identifies further needs, provides recommendations, and supports change implementation.6. Acts as department spokesperson when required at regional and national meetings.7. Supports the operational needs of national and regional management by working cross-functionally with sales operations, parts and service division, corporate training, and program vendors.8. Coordinates customer satisfaction initiatives with various national departments.9. Supports other areas of Infiniti division parts, service and sales operations.Minimum Qualifications1. Job Knowledge and Skill: Thorough understanding of dealer operations management, and dealer parts and service management processes, and best practices. Thorough conceptual understanding of the types of tools that would aid dealers in improving customer experience. Demonstrated excellence in oral, written and interpersonal communication skills. Strong collaborative, consensus building and team building skills. Strong presentation development and delivery skills. Strong customer/marketplace focus; profit focus. Desired competencies include: project management, strategic planning and advanced management skills.2. Experience: Seven or more years of directly related professional-level experience, including dealer operations management, and dealer parts and service management experience. Direct dealer contact experience required. Retail automotive sales or service experience preferred.3. Supervisory Experience: One to two years in a work leader role coordinating the work of other employees or contractors. This includes training new employees, assigning work, and checking the timeliness and quality of work. May have provided input into performance reviews. Most time in work leader role would have been spent performing work similar to that performed by the people whose activities the position coordinates.4. Education: Bachelor's degree in a general business discipline.5. Computer Skills: Thorough computer knowledge such as word processor, spreadsheet, other PC applications, or mainframe applications to resolve complex problems in day to day situations Demonstrated self-sufficiency in PowerPoint, Excel and Word. Familiarity with dealer software systems helpful.Physical RequirementsTravel: Occasional day or overnight travel.