Description

Work Arrangement

This role requires an employee to be onsite on a full time basis.

What You'll Do

The key role and responsibility of this position will cover the key areas below:

CCA business implementation and deployment with dealership

• Closely work with dealers to improve GMPI CCA business and retain/enhance customers' and dealers' loyalty with GM brand.
• Closely work with GMPI CCA central team to deliver the business plan in field, including but not limited to aftersales revenue/profit, customer retention/loyalty, customer experience/satisfaction, service quality, remote service program, accessory, insurance, etc.
• Communicate and implement GMPI CCA policies/program/standard to dealer on regular basis, to ensure field and central well connected. Implement the central-driven campaigns and activities per business plan and request.
• Coordinate dealer resource to support urgent request from central when needed and ensure proper follow up as a close loop.

• Develop annual plan of ASO management including business target, priority, visit plan, resource, etc.
• Align the business plan and priority with dealer group leaders and investors annually and keep regular connections.
• Regular ASO on-site visits. Request and implement improvement actions if finding shortfalls on service facilities, personnel, equipment, process, technical capabilities, and operation issue.
• Analyze ASO performance on regular basis and report out to dealer principle, group leaders and investors for individual ASO performance.
• Follow up and track action plans of dealer performance improvement, identify any potential risk and escalate in time.
• Attend the dealer performance review committee and lead the conversion for allocated dealer.
• Provide necessary coaching to dealer to ensure their capability and behavior strong enough to meet customer needs and GMPI request.

• Be the first contact touch point in the field to receive, filter and handle customer complaint representing GMPI by following standard customer care & complaint management process.
• Coordinate with dealer to close the simple case by leverage regional resource which under GM policy, to eliminate any risk of level up.
• Participate the Customer Care committee when necessary to provide valuable input which helps to accelerate the progress.
• Follow up the leadership for special case management to ensure the effectiveness of deployment. Coordinate in field when additional steps required to close the customer case.

• Collect the voice from dealer and customer in the field. Filter and make proper judgement per clear criteria. Provide feedback to central team to solve issues for dealer and customer per reasonable request.
• Understand the industry trend of local market and provide information to central team for strategy decision.
• Coordinate necessary resource from central X-functional team and get aligned, to support dealer request and demand in long term perspective.

• Broad Knowledge of automotive customer service.
• Knowledge and experience of work with dealer and manage field business.
• Knowledge and experience of dealer business and understand their way of business operation.
• Knowledge and experience of tracking monitoring, coaching and steering dealer business with different approaches.
• Knowledge and experience of handling customer complaint.
• Have good experience to manage kinds of conflict in the field.
• Understand the customer needs and pain points along the whole customer journey.
• Bachelor's degree or above.
• 8+ years' experience of customer service business.
• 5+ years' experience of regional manager role.
• 5+ years' experience of working with dealer/dealer group directly.
• 5+ years' experience of business operation.
• Experience of premium brand is preferred.
• Experience of premium NEV brand is preferred.
• Proficient in English listening, speaking, reading and writing.
• Have a strong affinity, interpersonal communication and coordination skills and a sense of teamwork
• Strong capability to handle data calculation and analysis
• Familiar with Microsoft Office software