Search jobs > Atlanta, GA > Operation manager

Aftersales Operations Manager, Dealer Performance Group

Mercedes-Benz
Atlanta, GA, US
Full-time

Tätigkeitsbereich : Marketing / Vertrieb / KommunikationFachabteilung : Dealer Performance (S) - Zone CGesellschaft : Mercedes-Benz USA, LLCStandort : Mercedes-Benz USA Corporate Headquarters, Atlanta, GAStartdatum : sofortVeröffentlichungsdatum : .

4Stellennummer : MER3DKJArbeitszeit : Vollzeit BewerbenAufgaben

About Us

Mercedes-Benz USA, headquartered in Atlanta, GA is responsible for the sales, marketing and service of all Mercedes-Benz and Maybach products in the United States.

In our people, you will find tremendous commitment to our corporate values. Our products and employees reflect this dedication.

We are looking for diverse top-notch individuals to join the Mercedes-Benz Team and uphold these hallmarks.

Job Overview

Maximize the performance of the Mercedes-Benz USA dealers within the retail network by ensuring dealer partners within the Air, Land, and Sea dealer performance groups are high-performing, profitable, well trained, client / community focused, and positioned competitively within a current market.

Support the development of, and efficiently / effectively execute, policies, processes and programs that ensure a successful implementation, and sustainability, of the defined network strategy and achievement of the operational / business objectives of the DPG / MBUSA as defined by the Sales, Customer Services and Digital House business units.

Working in collaboration with MBUSA Network, Sales, Pre-Owned, Customer Services & Digital House teams, identify, apply and manage tactical resources and strategies for dealers and dealer groups that positively affect sales, profitability, market growth, and sustainability.

Ensure effective and consistent implementation of the market and industry leading retail network strategy that supports MBUSA’s and Mercedes-Benz AG’s sales, service, product, Customer Experience and digital strategies including development of collaborative solutions with Digital House that deliver an industry leading online-to-offline (O2O) experience to our customers.

Responsibilities

Tactical Performance Coaching (%)

  • Field based in Atlanta, travels to dealers and dealer groups % of the time
  • Works in partnership with key stakeholders within the MBUSA
  • Maintains strong working relationships with dealership management, support staff and dealer vendors
  • Executes MBUSA Performance Steering Board (PSB) strategy improvement decisions within individual dealers and dealer groups, focusing on specific performance initiatives, process improvements and business best practices
  • Counsels and supports dealer management on Aftersales performance improvement
  • Provides a laser focus approach to improving aftersales performance and steers the achievement of the Service and Parts business based on operational KPIs and CEI performance, with an emphasis on meeting and exceeding Network strategy objectives and driving revenue targets
  • Collaborates with the Network, Sales, Pre-Owned, Customer Services & Digital House teams daily, to analyze and interpret data to monitor low performance trends to provide real-time steering and coaching utilizing strategic measures to improve performance
  • Executes action plans utilizing consistent steering models to achieve DPG business unit objectives (Network, Sales, Pre-Owned, Customer Services & Digital House) as defined as part of annual planning processes
  • Recommends and follows-up on the execution of dealer staff training and development needs
  • Communicates frequently with dealership leadership and operational staff members to gain commitment & buy-in to ensure implementation, steering and sustainment goals are achieved
  • In collaboration with key stakeholders, steers and implements project scopes, communicates and manages timelines to internal teams and dealer partners to ensure measures are efficient and effective for both dealer partners and MBUSA
  • Gains dealer partner commitment and buy-in on action plans and ensures plans are executed with clearly defined process milestones
  • Manages short and long term sustainability objectives and KPIs
  • Executes project status and milestones with clear communication for all tactical steering process steps to include but not limited to;

the assessment and review process, project kick off & timelines, project status updates (weekly / monthly / quarterly as defined by project scope) project completion and summary review process, as well as the project follow-up and sustainability review process

New Dealer Onboarding (%)

  • Collaborates with the Network, Sales, Pre-Owned, Customer Services & Digital House teams to implement standardized Dealer Onboarding processes
  • Supports new dealer partners to ensure each new Dealer Point has all required and agreed upon inventories, trainings, tools, systems, etc.

on or before the official grand opening date or certificate of occupancy date(whichever comes first)

Process Development and Documentation (%)

  • Develops standardized processes for all projects and dealer performance steering actions defined within the MBUSA
  • Maintains timely, accurate and secure records of all Projects, Dealer Onboarding initiatives as well as all general or required Network steering processes as defined within MBUSA standards
  • Aligns frequently with internal stakeholders to ensure standardized processes are being executed to increase performance through consistency and peer accountability

Team / Cultural Development (5%)

  • Is an active and engaged employee, challenging the status quo and enabling a culture of open, transparent and respectful debate to achieve collaborative solutions that serve the best interests of the company and all employees
  • Steers projects and objectives with a positive outlook, focused on transformation, development of the team and the organization and long term success for the brand

Qualifikationen

Qualifications

Education

Degree in Automotive Management / Business Management / Finance / Economics / Retail Operations / Statistics / Engineering preferred;

or a minimum years combined experience in one or more of these disciplines.)

Automotive retail, knowledge of retail processes and procedures, with emphasis in new and pre-owned sales, accessories, parts and service.

General business, knowledge of fundamental businesses and concepts that affect the success and profitability of the organization.

Sales, knowledge of selling processes, procedures and techniques used by the industry to create a positive customer experience and encourage repeat business.

Dealer network operations, knowledge of franchise agreements, industry best practices, processes and procedures required to operate a successful franchise, knowledge of negotiation practices and market trend analysis

Experience

Proven performance record of >

7 years specifically within Sales & Aftersales Retail / Wholesale operations.

Experience of >

5 years with Mercedes-Benz USA or Mercedes-Benz AG

  • Comprehensive knowledge of automotive retail Sales, Aftersales and Marketing processes with experience steering with the retail ownership and management structures
  • Proven ability to effectively communicate with C-level executives
  • Proficient knowledge of fundamental business & investment principles; ROI, Capital, Value, Appreciation, Depreciation, Assets, Marketing, Staffing, Leadership, etc.

with the proven ability to coach and steer in each area.

Skills

  • Proficient at building and maintaining strong working relationships with a prioritized focus on collaboration with Sales, Marketing and Aftersales field teams as well as internal and external stakeholders
  • Passion and knowledge in automobile and automobile end customers; with a deep understanding of aftersales and fixed operations
  • Experience with market research sources, data analysis techniques and methodologies from various research tools / organizations.
  • Proven ability to analyze and interpret data to make sound decisions based on KPIs, Metrics and performance trends
  • Proven ability to forecast, asses problem areas and risk and proactively manage potential impacts or operational needs
  • Proven ability to set and manage multiple priorities and tasks
  • Proven ability to design and execute action plans as well as delegate resources steered with various levels of accountability and follow-up
  • Strong Planning and Organizational skills with ability to dissect and create order from chaos within project management environment
  • Proficient at communication design and storytelling delivering to both operational and executive audiences
  • Confident in public speaking, specifically delivering messages with candor and professionalism utilizing fact based content to steer business objectives
  • Displays diplomacy and relevance when responding to requests and providing feedback
  • Proven ability to steer and make decisions with a holistic view of business needs and resource allocation; national, organizational, key stakeholders, etc.

Additional Information

Special knowledge

  • Knowledge / awareness of federal & state Franchise laws a plus
  • Strong network within Mercedes-Benz USA beneficial particularly in Network, Sales, Customer Services, Marketing, Digital House

EEO Statement

Mercedes-Benz USA is committed to fostering an inclusive environment that appreciates and leverages the diversity of our team.

We provide equal employment opportunity (EEO) to all qualified applicants and employees without regard to race, color, ethnicity, gender, age, national origin, religion, marital status, veteran status, physical or other disability, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local law.

BenefitsMit arbeiter handy möglichMit arbeiter EventsGesund heits maß nahmenBetrieb liche Alters ver sorgungPark platzKinder betreuungKantine, Café

Wir benötigen Ihre Zustimmung, um den Youtube-Service zu laden!

Wir verwenden einen Service eines Drittanbieters, um Videoinhalte einzubetten. Dieser Service kann Daten zu Ihren Aktivitäten sammeln.

Bitte lesen Sie die Details durch und stimmen Sie der Nutzung des Service zu, um dieses Video anzusehen.

Dieser Inhalt darf aufgrund von Trackern, die Besuchern nicht offengelegt werden, nicht geladen werden. Der Besitzer der Website muss diese mit seinem CMP einrichten, um diesen Inhalt zur Liste der verwendeten Technologien hinzuzufügen.

Powered by

30+ days ago
Related jobs
Promoted
VirtualVocations
Decatur, Georgia

A company is looking for a Group Health Operations Manager (RN/LPN). ...

Promoted
Vectour Group
Atlanta, Georgia

The Operations Manager for Domestic Shuttle Operations is responsible for providing operational oversight and support to ensure the smooth execution of projects and day-to-day operations. Operations Manager, the Operations Manager plays a crucial leadership role overseeing the entire operation for t...

Promoted
Alvarez & Marsal Europe
Atlanta, Georgia

This includes performance-based career progression and promotion process, high quality practice-wide training programs, a global mobility program, rotation opportunities in other practice areas, employee resource groups, and a health and wellness program. Privately held since its founding in 1983, A...

Promoted
PureCars
Atlanta, Georgia

Track, analyze, create, and deliver relevant industry data and performance metrics through high-impact presentations to key automotive dealership executives including Dealer Group C-Suite, Corporate Marketing personnel, Corporate Regional Managers, Dealer Principals, General Managers, General Sales ...

Promoted
Alvarez & Marsal Europe
Atlanta, Georgia

Manager: Operations Group/Transformation Services - Retail Sector Focus. Alvarez & Marsal, a leading independent global professional services firm, specializing in providing turnaround management, performance improvement and corporate advisory services, is seeking to expand its Private Equity Pe...

Vectour Group
College Park, Georgia

ASSISTANT MANAGER DOMESTIC PARK-RIDE (HJAIA) Company Background Vectour Group (Vectour) is a leading transportation management, and facilities support services company. Duties & Responsibilities Include: Manage drivers, dispatchers, coordinators and fleet maintenance daily Daily inspection of un...

Crowe
Atlanta, Georgia

Operations Consultant Manager. Performance Improvement practice in the Strategy & Transaction Advisory Department. Leverage the flexibility of Lean, Six Sigma, and Performance Improvement tools to enhance productivity while reducing costs. Industrial Engineering or operations management degree, or r...

PVA Consulting Group
Atlanta, Georgia

Operations Consulting Project Manager. ...

MasTec Communications Group
Atlanta, Georgia
Remote

Directly supervise 4 to 8 Construction Managers, Project Managers, and Construction Supervisors. Able to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. At MasTec Communications Group we build for the future. Interface wit...

The O'Connor Group
Atlanta, Georgia

Conduct Operations PerformanceReviews (OPRs) to diagnose operational issues identify areas ofopportunity in the store and create a detailed action plan forimprovement in operations metrics and customer experience alongsidefranchise groupspersonnel. We are working with our Client on an Operations Man...