There are those that are driven to see beyond. Those that look at the open road as a chance to prove what they are really capable of. At INFINITI, we build machines in pursuit of human potential. For both our cars and the people that drive them. We push our technology and it pushes back, inspiring us to move forward. We believe in empowering the drive.
INFINITI HQ is currently looking for a Senior Dealer Operations Manager to join our team in Phoenix, AZ.
Job Summary
Supports assigned dealerships’ sales operations to achieve all district’s new vehicle wholesale and retail sales objectives including commercial. In addition, promotes and supports all customer service and sales enhancing programs such as CPO and rental programs. Assesses sales operations through routine contact and site visits. Identifies areas of improvement and motivates dealership sales management to make improvements and take corrective actions to drive sales. Helps identify best in class dealerships’ practices and recommends incorporation into programs and policies. Works with Fixed Operations Manager counterpart to synergize operations. Provides logistical support relating to market representation changes and issues affecting assigned dealerships as directed by AGM. Cooperates with other districts to maximize national sales efforts.
Districts may consist of 8 to 19 Dealerships depending on complexity and geographic factors.
Job functions
The following job function statements describe the general nature and level of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. The statements reflect expectations of the fully trained, proficient incumbent who meets all performance criteria.
1. Drive vehicle wholesale objectives through effective retail operations consulting; demonstrating potential ROI on sales; accentuating special wholesale promotions and reward opportunities; promoting optimum car mix and car flow and negotiating special accommodations for dealerships.
2. Conducts routine dealership visits to review operations and to meet with vehicle sales staff, management and Dealer Principal to assess all aspects of sales operations to drive meeting of wholesale and retail objectives.
a. Routinely reviews sales reports and financial statements with dealer sales management to monitor financial strength and compliance with company standards and agreements. Monitors cash flow, inventory, and capital. Questions accuracy and accounting if needed. Assists AGM and dealership management to improve financial strength through increased sales vehicle sales and effective inventory management.
b. Reviews and monitors marketing and advertising plans for dealerships and assesses current effectiveness of their efforts. Suggests new marketing programs and techniques providing proven results. Demonstrates potential positive impact to dealerships financial statements to achieve dealership “buy-in” and support. Routinely reviews sales reports demonstrating success or failure of marketing efforts and expenditures.
c. Maintains awareness of competing dealerships in assigned market. Analyzes market registration information and incorporates market expansion opportunities into assigned dealerships to maximize sales. Incorporates impact of newly opened and closed dealerships in assigned district into marketing and sales plans to maximize dealership sales.
d. Understands other external consultant’s services currently utilized or considered by dealership. Demonstrates value of Nissan/Infiniti programs and advice in comparison. Develops advertising and promotion plans to counter negativity resulting from any warranty issues.
e. Educates and enlightens dealership personal on current incentive programs for customers, sales associates and dealership and ensures that they comply with rules and requirements for incentive payments. Analyze reports and sales results and demonstrate programs’ financial impacts on dealerships to management.
f. Promotes awareness of the commercial NV and incentives for the dealership. Ensure they understand the vehicles versatility and process for adapting the vehicle for the customer. Train dealership in processes and techniques for sourcing, tracking and promoting the vehicle.
g. Monitors inventories on dealership lots and review day supply reports with dealerships. Analyzes dealerships car mix demands. Proposes adjustments within 3 month ordering constraints to enhance future sales through improved car mix. Shares insights on assigned dealership changing model demands with Regional management and Vehicle Operations Manager to help achieve most efficient regional model allocations. Address aged inventory issues and discuss sales and marketing plans to move vehicles. Encourages sales of commercial vehicles, fleet vehicles, electric vehicles and other specialty lines. Alerts sales specialists regarding opportunities with assigned market.
h. Coordinates with Rgl Customer Experience team on analysis of quality of customer interface and service practices in dealerships’ vehicle sales operations. Participates in CSS reviews and addresses identified issues with dealerships. Identifies and clones best practices. Monitors staff performance through real time technology tools and customer satisfaction scores. Develops action plans with dealerships to enhance customer satisfaction and correct poor habits. Monitor levels and amount of service staff training and expertise. Promote Technician certification training and supports recognition and in achievements. Understands sources of customer complaints and addresses with management.
i. Assesses and monitors quality of customer interface and treatment practices in dealerships. Participates in CSS reviews and addresses identified issues with dealerships. Identifies and clones best practices and corrects poor habits and practices. Develops action plans for dealerships to enhance customer satisfaction. Conducts or contracts training of sales associates and monitors progress. Monitor levels and amount of staff training and expertise. Propose use of other available training. Monitor staff performance through real time technology tools and customer satisfaction scores. Understand sources of customer complaints and address with management.
j. Identifies and evaluates human resource issues in dealerships. Advises and assists management with correcting management and staff performance through plans for documentation, feedback, coaching, and training. Recommends staff changes and terminations as appropriate. Identify causes for high levels of staff turnover and addresses issues with appropriate level of management.
k. Supports dealership, district, region and national efforts by presence and assistance at auto shows and special events promoting brands and sales.
3. Assists AGM with Market Representation related issues and actions within assigned dealerships.
a. Maintains awareness of competing dealerships in assigned market. Assists with analysis of market information and incorporates market expansion opportunities into assigned dealerships to maximize vehicle sales. Incorporates impact of newly opened and closed dealerships in assigned district into vehicle marketing and sales plans to maximize dealership vehicle sales.
b. Understands dealer agreements and required performance and policy compliance for dealerships. Supports AGM in documentation and communications on matters of good standing. With support and direction of AGM, may deliver official communications to P&S Managers and Dealer Principal regarding standing as it may relate to P&S operations. Understands “do’s and don’ts” when dealing with dealership on matters of standing.
c. Assists AGM and dealerships with logistics relating to opening and closing of dealership operations
Knowledge, Skills and Abilities:
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Working knowledge of word processor, spreadsheet, other PC applications, or mainframe applications to produce non-standard, creative products. Additional knowledge of sales related systems.
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Ability to prioritize own schedules and organize workload effectively with minimal daily supervision.
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Ability to function effectively and remain productive in a virtual office environment
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Ability to focus on the best interests of the dealership and Nissan. Can remain objective in the course of building relationships.
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Dedication to meeting the expectations and requirements of internal and external customers.
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Attentive to others opinions and perspectives.
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Ability to influence the actions of others by building credibility through dealership knowledge, effective recommendations, clear communications, honesty, and demonstrated follow-up on promises.
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Result driven even in the face of resistance or setbacks.
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Ability to present ideas and analysis in an effective manner.
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Ability to understand the complexities of situations and solicit assistance from others as needed.
NISSAN FOR EVERYONE
People are our most valuable assets, and diversity and inclusion are the key to maximizing the power of each individual member of our team. When everyone belongs, the power of NISSAN is undeniable. Our Corporate Diversity Initiative aims to improve business results by ensuring that our workplace and core businesses meet the unique needs of our employees and customer base.
Nissan is committed to creating a culture where everyone belongs and employees, customers, and partners feel respected, valued, and heard. We have over 10 Business Synergy Teams (BSTs) across the U.S. and Canada that connect employees – with shared characteristics or interests – build allies, and foster a company culture where all employees feel supported and included.
Nissan also values inclusion in all areas of our business as we strive to mirror the diversity of our customer base and the communities where we do business. We are committed to procuring innovative goods and services, retailing our products and communicating from a diverse perspective which will help us continue to offer our customers competitively designed, market-driven products.
Join us as we carry our commitment to diversity and inclusion into the future.
Irvine California United States of America
Salary Range:
$87,978.00 - $172,830.00
Salary Range Estimate: Annual Salary: (Minimum to Maximum of Salary Range noted here). This compensation range represents the minimum and maximum base salary rates at Nissan for jobs assigned to this particular grade level. Please note that it is uncommon for an employee to be placed at either end of the range. Rather, an employee’s actual base salary generally may fall somewhere in between and reflect the employee’s unique skills, work experience, education, work location, and market norms. Additionally, pay may be based on comparisons to the base salary rates of other employees with similar backgrounds working in comparable roles.