Senior Fixed Operations Manager-Central Virginia

Shape The Future of Mobility at Nissan : Launch Your Career, Drive Innovation

We are currently looking for a Senior FOM to join our team in Central Virginia.

Supports assigned dealerships to deliver top tier Customer Experience, Retention, Dealer Profitability and Purchase Loyalty through efficient operations, sales effectiveness and OEM representation efforts. Supports AGM with local logistical support for market representation decisions and related dealership implications. Works with district-facing Dealer Operations Manager to synergize operations. Partners with other districts to maximize regional and national Accessories, Parts, & Service (APS) opportunities.

Districts may consist of 8 to 19 Dealerships depending on complexity and geographic factors.

A Day in the Life :

• Conducts routine dealership visits with Sales & Aftersales staff, dealership management and Dealer Principal to assess all aspects of Aftersales operations. Provides consultative coaching and action plans geared towards improving Accessories, Parts, & Service (APS) opportunities.
• Identifies areas of improvement and partners with assigned dealerships to make improvements and take corrective actions to drive Customer Experience and Retention, Dealer Profitability, and Loyalty.
• Assesses accessories, parts and service operations through routine contact and site visits by utilizing the 5 Mindsets approach (Convenience, Quality, Competitiveness, Transparency and Friendliness) to build a consumer value proposition. Coordinates and aligns on Aftersales Core Processes.
• Actively delivers training and program implementation by recommending NNA supporting tools, technologies and proven service processes (Initiation, Reception, Communication, Delivery, and Follow up).
• Works with the Regional Aftersales Manager (RAM) to monitor levels and amount of service staff expertise and training. Actively promote Technician Certification training and supports recognition and achievements.
• Reviews and monitors marketing and advertising plans for dealerships and assesses current effectiveness of their efforts.
• Aligns dealership marketing, CRM, Social, website, eCommerce and BDC platforms with NNA National and Regional marketing initiatives. Recommends, supports and executes the use of NNA tools and technologies, tablets, and marketing platforms. Introduces new marketing programs and techniques.
• Demonstrates potential positive impact to dealerships' financial statements to achieve dealership "buy-in" and support. Routinely reviews APS sales reports demonstrating success or failure of marketing efforts and expenditures. Understands other external consultant's services currently utilized or considered by dealership.
• Encourages use of Nissan / Infiniti approved parts vendors to improve dealer costs and supply.
• Demonstrates the business case for Nissan / Infiniti programs and advises on comparisons.
• Develops advertising and promotion plans to counter negativity resulting from any warranty issues.
• Performs dealer financial statement and operational analysis to identify and recommend performance improvement opportunities in the areas of process, throughput, capacity, staffing, facilities, sales effectiveness, marketing, and industry best practices.
• Utilizes Key Ratio management to align with NNA and industry benchmarks. Implements consultative sales techniques to develop, present, and implement action plans to drive key growth KPI's.
• Improves sales effectiveness through reviewing relevant NNA and industry benchmark data to uncover sales / profit opportunities in accessories, service lane commodity sales, internal, and wholesale.
• Identifies and actively develops dealer engagement in Parts, Wholesale and Accessory business.
• Routinely reviews APS performance reports with Dealer Principal and functional management regarding APS operations and compliance with company standards and agreements.
• Monitors cash flow, inventory, and capital as pertains to APS.
• Questions accuracy and accounting if needed.
• Assists AGM and dealership management to improve financial strength through increased APS sales and operations.
• Works with Dealer Principal to establish goals to improve Fixed Absorption Rate and ROS, and identifies plans to achieve them. Identifies and evaluates human resource issues in dealerships.
• Assesses staffing levels, competencies and training needs. Advises and assists management with correcting management and staff performance through plans for documentation, feedback, coaching, and training.
• Identifies causes for high levels of staff turnover and addresses issues with appropriate level of management. Educates and enlightens dealership personnel on current incentive programs for customers, sales associates and dealership. Assists management with implementation and proper applications of programs.
• 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. Monitors parts inventories and understands dealership tracking systems.
• Ensures inventory control and levels are efficient to provide timely service for customers. Ensures that service operations are ready to support commercial vehicles, fleet vehicles, electric vehicles and other specialty lines. Supports and encourages NNA Technologies in parts inventory management and sales operations.
• Evaluates and analyzes dealership sell-out and sell-in data and onsite inspections to determine dealership parts loyalty. Identifies roadblocks and develops action plans to improve dealership profitability, sales effectiveness, and client retention through brand loyalty.
• Coordinates with DTM's and DTM Management on analysis of quality of customer interface and service practices in dealerships' P&S operations.
• Participates in CSI focused reviews and addresses identified issues with dealerships. Identifies and clones best practices. Develops action plans with dealerships to enhance customer satisfaction.
• Administers Goodwill decision and authorizations. Monitors staff performance through real time technology tools and customer satisfaction scores.
• Understands sources of customer complaints and addresses with management.
• Assists AGM with Market Representation related issues and actions within assigned dealerships as requested.
• Maintains awareness of competing dealerships in assigned market. Assists with analysis of market information and incorporates market expansion opportunities into assigned dealerships to maximize P&S sales.
• Incorporates impact of newly opened and closed dealerships in assigned district into P&S marketing and sales plans to maximize dealership P&S sales. Understands dealer agreements and required performance / 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 APS Managers and Dealer principal regarding standing as it may relate to APS operations.
• Understands "do's and don'ts" when dealing with dealership on matters of standing. Assists AGM and dealerships with logistics relating to opening and closing of dealership operations.
• Supports dealership, district, region and national efforts by presence and assistance at auto shows and special events promoting brands and sales.

Who We're Looking for :

Knowledge, Skills and Abilities :

Travel : More than 75% day and overnight domestic travel. Position requires residence within assigned district.

Nissan is committed to a drug-free workplace. All employment is contingent upon the successful completion of drug and background screenings in accordance with Nissan policies and in compliance with federal, state, and local laws.

It is Nissan's policy to provide Equal Employment Opportunity (EEO) to all persons regardless of race