Manager Customer Focus at Nissan Motor Corporation

Job description

Purpose of the job:

• Manage and Monitor Customer Satisfaction within the entire RAF-S Dealer Network
• Identify high impact underperforming areas
• Direct and manage resources to resolve identified problems and areas of concern
• Ensure full implementation and process adherence of Nissan Sales and Service Way within the Dealer Network (NSSW)

KEY PERFORMANCE INDICATORS

• Achieve Top 3 CCE category
• Achieve CS targets
• Achieve Dealer Satisfaction Index Ratings
• Achieve successful implementation and adherence to NSSW
• Ensure on time distribution of relevant reports to stakeholders
• Accurate analysis of all related Customer Response’s and feedback to Dealer Network on time
• Ensure delivery of relevant projects on time

MAJOR ACTIVITIES

• Customer Focus Strategy
• Transform Customer Focus strategy into actions
• Liaise with NML on CS strategy and related issues
• Identify and implement optimum solutions for Customer Focus
• Create and implement policies and procedures aligned with best practice
• Finance
• Formulate Customer Focus planning parameters for the budget
• Manage Customer Focus budget
• Contracts
• Liaise with relevant Service Provider Companies regarding various Contracts and services rendered to Nissan South Africa
• Ensure Contracts are up to date and maintained accordingly
• Ensure all deliverables are met as stipulated in the relevant Contracts
• Customer Data Quality
• Accurate analysis, understanding and interpretation of all Data and deliverables
• Conduct an in-depth Customer and Dealer audits
• Measure, report and present on data quality
• Customer Satisfaction Analysis
• Provide usable analysis to direct resources to the high impact underperforming dealers and issues (Daily CRA’s Daily Progress Report andTrend Analysis)
• Liaise with relevant departments and stakeholders to develop appropriate activities or processes to ensure CS target achievement
• Develop and update CS procedures based on results obtained from CS survey
• Provide Survey company with daily data
• Inform the CS board members on the National CS score and achievements
• Manage CS specialist program in conjunction with Regional Management
• People Management
• Contract performance with employees and provide support for employees to help them achieve objectives
• Assist HR with identifying high potential employees
• Develop employees
• Customer Satisfaction Monitoring
• Monitor Dealer CS scores
• Identify low performing dealers and liaise with respective APM and SPM to develop concrete action plans
• Analyze causes for low scores and implement corrective actions
• Improvement of CS and NSSW
• Chair kick off meeting at underperforming dealers
• Evaluate current Customer focus practices
• Create CS PDCA for the Dealership
• Present action plan to stakeholders
• Implement interventions such as coaching, training, mentoring and policy improvements
• Monitor and evaluate action plans
• Ensure successful implementation and adherence of NSSW and track accordingly

QUALIFICATIONS and EXPERIENCE

• Minimum qualification: A Bachelor’s Degree in Marketing OR any related qualification
• 5 - 10 years experience in sales and aftersales in the Automotive industry
• Experience in Dealer Network and customer services
• Project Management qualification would be an advantage
• Managing and coordinating employees and other professionals

SPECIAL REQUIREMENTS

CRITICAL KNOWLEGDE

CRITICAL ATTRIBUTES & SKILLS

• Thorough knowledge of Dealer Operations on all Processes & Procedures
• Statistical Concepts (Advanced Statistics level)
• Data analysis
• Customer Handling Standards
• Theory on motivation
• Finance
• Advanced Excel & understanding of systems
• MS Office (Excel, Word, Power Point)
• Project Management Skills
• Excellent Problem Solving and decision making skills
• Strong analytical skills
• Highly focused on attention to detail
• Highly Competitive
• Very Good Interpersonal Skills
• Negotiation skills
• Advanced Presentation skills
• Excellent Communication skills both written & verbal
• Be able to perform in a high pressured environment and remain professional
• Innovative and solution orientated
• Self-starter & be able to manage & operate independently
• Be able to travel as and when required
• Manage time effectively