Nissan Motor Corporation Looking for National Guest Experience Manager at Mississauga, Ontario, Canada Full Time

There are those that are driven to see beyond. Those that look at the open road as a chance to prove what they are really capable of. At INFINITI, we build machines in pursuit of human potential. For both our cars and the people that drive them. We push our technology and it pushes back, inspiring us to move forward. We believe in empowering the drive.

We are currently looking for a National Guest Experience Manager to join our team in Mississauga, Canada (Hybrid).

This role will be responsible for creating a culture of guest experience excellence within INFINITI and the dealer network. As the senior customer experience individual within the INFINITI team, this role will be responsible for the creation and implementation of all new brand initiatives across the network, driving continuous improvement on the guest experience, vendor management, training key individuals and helping INFINITI develop a reputation for delivering a best-in-class luxury guest experience. The National Guest Experience Manager will support the execution of the larger NCI Customer Experience strategy to build a cohesive, seamless and integrated end to end plan integrating both digital and physical strategies to deliver best in class luxury experiences.

Job functions include but are not limited to:

• INFINITI Brand Initiatives: Leads the INFINITI team on key brand initiatives grouped under the INFINITI Distinction and/or Horizon 8 umbrella projects.
• Performance Management: Leads performance tracking and evolution of key INFINITI guest experience metrics (IPI, ISI) and develops plans to ensure national targets are achieved.
• Guest Experience Managers: Leverage and train dealership personnel (Guest Experience Managers) to develop in-house expertise and process ownership
• Field Team Training: Provide support to the INFINITI Field Team (DOMs, FOMs) to develop their guest experience expertise, identify gaps within their regions and create action plans to improve scores. The National Guest Experience Manager will also lead the roll-out of new INFINITI brand initiatives with the field and act as the liaison between head office and the field team
• Dealer Escalation & Performance Improvement: Work to improve the performance of underperforming dealers

Minimum Qualifications:

• Knowledge: This position requires a university degree in business or equivalent discipline with a minimum of 5-10 years’ experience in automotive or luxury brand sales operations. Incumbents must have experience managing budgets and strong planning and organizational skills, along with knowledge of the Canadian automotive market. Field experience in Sales, Aftersales or Customer Experience is preferred. Languages: Bilingual (fluency in both English and French) is considered an asset.
• Interpersonal Skills: The incumbent in this position requires a broad range of professional interpersonal skills, as well as analytical skills. Incumbent requires strong interpersonal skills to build relationships within NCI, NNA and NML, and must have the political, diplomatic, and collaborative skills to persuade and influence others. Strong listening and facilitation skills are required when dealing with dealers and internal stakeholders. Advocacy, collaboration, diplomacy, effective listening, moderation, negotiation and presentation skills in establishing/communicating plans and programs to sales team and management. These topics can be highly complex, sensitive, and contentious.
• Complexity and Problem Solving: Job-related problems are often non-routine and diverse, requiring market assessment analysis and creativity to identify potential solutions. For example, if Customer Experience scores are below expectations, the incumbent must perform market and competitor analysis to determine the cause and recommend solutions to management.
• Physical and Sensory Demands: The sensory effort required for this position is moderate typical of an office environment and include conference calls and regular meetings. Considerable computer work reviewing data, e-mails and reports. Physical effort is limited. The role will include an element of travel as the incumbent may be required to visit dealerships around the country and participate in meetings / workshops in other global business headquarters.

Welcome to an open lane of possibility. Drive your career forward and join the company leading the technology and business evolution of the automotive industry by applying today.

Nissan Canada, Inc. is proud to be recognized as a Great Place to Work for the fourth year in a row. This certification was made possible thanks to our employees who share a continued focus on building, sustaining, and being a part of a high-performing workplace culture. Join our winning team today.

All of us at Nissan and Infiniti – regardless of functional area or expertise – share a passion to design, manufacture, and sell high-performance vehicles. It is Nissan’s policy to provide Equal Employment Opportunity (EEO) to all persons regardless of race, gender, military status, disability, or any other status protected by law. Candidates for this position must be legally authorized to work in the United States and will be required to provide proof of employment eligibility at the time of hire; Nissan uses E-Verify to validate employment eligibility. Visa sponsorship for this position is not available at this time. Nissan is committed to a drug-free workplace. All employment is contingent upon successful completion of a drug screen for roles based in the United States and background screening for all positions.

NISSAN FOR EVERYONE

People are our most valuable assets, and diversity and inclusion are the key to maximizing the power of each individual member of our team. When everyone belongs, the power of NISSAN is undeniable. Our Corporate Diversity Initiative aims to improve business results by ensuring that our workplace and core businesses meet the unique needs of our employees and customer base.

Nissan is committed to creating a culture where everyone belongs and employees, customers, and partners feel respected, valued, and heard. We have over 10 Business Synergy Teams (BSTs) across the U.S. and Canada that connect employees – with shared characteristics or interests – build allies, and foster a company culture where all employees feel supported and included.

Nissan also values inclusion in all areas of our business as we strive to mirror the diversity of our customer base and the communities where we do business. We are committed to procuring innovative goods and services, retailing our products and communicating from a diverse perspective which will help us continue to offer our customers competitively designed, market-driven products.

Join us as we carry our commitment to diversity and inclusion into the future.

Mississauga Ontario Canada