Description
Work ArrangementThis role requires an employee to be onsite on a full time basis.What You'll DoThe key role and responsibility of this position will cover the key areas below:CCA business implementation and deployment with dealershipClosely 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.Authorized Service Outlet (ASO) performance managementDevelop 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.Lead Coordination in Field with Dealer to Support Customer Care ProcessBe 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.Support Dealer Business Operation & Growth as Contact Window of Field teamCollect 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.
Want more jobs like this?
Get jobs in Shanghai, China delivered to your inbox every week.
Additional Description
Your Skills & Abilities (Required Qualifications) 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 teamworkStrong capability to handle data calculation and analysisFamiliar with Microsoft Office software
About GM
Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.
Why Join Us
We aspire to be the most inclusive company in the world. We believe we all must make a choice every day - individually and collectively - to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.
Total Rewards | Benefits Overview
From day one, we're looking out for your well-being-at work and at home-so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources.
Diversity Information
General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire
Equal Employment Opportunity Statement (U.S.)
General Motors is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Accommodations (U.S. and Canada)
General Motors offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us Careers.Accommodations@GM.com or call us at 800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.