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Loyalty Performance Manager

Location:	Mississauga, Central Toronto, Toronto, Ontario, Canada
Job Type:	Permanent
Posted:	24th Mar 2011
Closing Date:	21st Apr 2011
Posted By:	Kelly Services
Details:
Loyalty Performance Manager Description 1. Analyzes and interprets Customer Satisfaction data to understand consumer behavior in their assigned area. 2. Identifies opportunities for targeted dealership performance improvements, including enhanced customer retention strategies and dealer profitability. 3. Working with dealership management, conducts Retail Process Appraisals to identify opportunities for targeted performance improvement(s). 4. Recommends the necessary resources (such as mystery shops, subject matter expert involvement, product allocation, strategic marketing and advertising, customer focus groups, etc.) for dealership operational improvements. 5. Works with dealership management to develop and implement action plans to capitalize on the opportunities sited in the Retail Process Appraisal. 6. Monitors and tracks the results of the action plans, and where appropriate, develops metrics for tracking process improvement. 7. Utilizing the metrics, develops various reports for the dealer to show process improvement effectiveness. 8. Maintains ongoing communication with key dealership personnel (in addition to the AGM, DOM and FOM) to ensure that process improvement recommendations are being implemented effectively and to identify any additional resources or support needed. 9. Allocates resources to develop and conduct dealership training (product, sales and service process). Requirements Basic Qualifications: 1. Bachelor’s degree in a related discipline. Consider equivalent related college or technical courses, seminars and in-house classroom training 2. Thorough understanding of all aspects of dealership operations (sales, service, finance, management) 3. Experience developing and leading performance improvement and process consultation initiatives and executing performance improvement plans 4. Minimum of eight years of directly related professional-level automotive experience 5. Computer skills: including experience with MS Office Suite; with an emphasis on Excel 6. Bi-lingual in English and French Preferred Qualifications: 1. Excellent written and oral communication skills 2. Ability to work across all levels of an Organization in order to achieve desired results Ability to develop and nurture positive and productive relationships with all levels of dealership personnel Retail automotive sales or service experience is highly desired * Strong working knowledge of best practices to improve employee and customer satisfaction

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