Mitsubishi Motors is looking for a Customer Experience Specialist. A successful candidate will have a training or instructional design background in order to provide consultative direction on projects or conduct trainings to personnel as needed. They will be comfortable and effective working cross-functionally with many roles that intersect with CX that include but are not limited to third-party vendors; dealer partners; fellow employees in Sales, Aftersales, IT, Regions and more. Most importantly, they will understand the critical role CX assumes in this organization and exemplify MMNA’s core values of “People First”, “Dream Big”, and “Enjoy the Challenge”. The primary objective of this team and its members is to elevate the purchase and service experience in retail spaces to improve customer satisfaction and increase brand loyalty. Analyze structured and organic customer feedback from SSI/CSI surveys and online reviews in order to propose micro- and macro-level process changes.

Salary range $60K - $70K, depending on experience

A representation of the responsibilities is outlined below:

Reporting and Impact Analysis:

• Track and provide reporting on department projects and initiatives, including but not limited to Sales (SSI) and/or Customer Satisfaction Index (CSI) scores, Training Certification, Dealer Recognition programs.
• Create and analyze reports to identify the need for new or enhanced service-related initiatives, programs, and solutions to improve dealership, regional, and national performance.
• Analyze reporting processes and make recommendations/improvements to reduce outside administrative costs and improve reporting functionality.
• Coordinate department budget oversight and management as needed

Training, Project, & Platform Support:

• Coordinate and act as the business unit’s liaison for database/platform/system processes, business requirements, and testing.
• Assist with creation, deployment, and management of soft-skill and process training resources as well as new model courses
• Facilitate online webinars/trainings for corporate, regional, and/or dealer staff as needed
• Validate and upload all online and facilitated courses, program rules, and training resources to the appropriate platforms, including LMS, extranet, etc.

Department, Field, and Dealer Communications & Administration:

• Assist Dealer personnel, District Managers, and Regional personnel with issues that may arise regarding department platforms or projects including training, LMS, or SSI/CSI.
• Communicate training availability, business plans, etc.
• Conceptualize, create, and deploy PowerPoint presentation decks as directed to communicate and showcase various department projects and timelines.
• Other administrative functions as needed

Additional:

• Meet stated deadlines while delivering quality results.
• Be creative and solution-oriented when accomplishing tasks and solving problems.
• Perform other duties as assigned or requested.

Note: The above description is only a list of representative duties. As a member of a small team, the successful candidate will be able and wants to “wear many hats,” jump in where needed, enjoys learning about business operations and contributing to the Company’s success.

Location of Position

This position is in the Franklin, TN area and the successful candidate must be in Franklin, TN. While this role will require some presence in the office, it will be a hybrid role with ability to work from home an average of 3/4 days per week.

Position Requirements and “Nice to Haves”:

• 3 - 5 years professional level experience, including data analysis and reporting experience.
• BA/BS; or equivalent combination of education or experience.
• Prior experience in development of programs, training, or other aftersales department initiatives preferred.
• Proficiency with Microsoft Office suite, including but not limited to Excel, Word, and PowerPoint.
• Prior OEM or dealer retail experience preferred

Benefits & Perks:

• Competitive compensation package
• Comprehensive healthcare coverage, including medical, dental, vision
• Wellness program
• Paid holidays and paid time off
• 401(k) savings plan with company match
• Professional growth and development programs, including tuition reimbursement
• Vehicle lease and purchase programs
• Open & collaborative work environment
  
  
  

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. If you require reasonable accommodation at any point in the selection process, please direct your inquiries to your recruiter.