About the role
- This is a national position - we are accepting applications nationally and can be worked out of your home region. **
The role of Retention Expert (RE)is to support the Honda and Acura dealer network in achieving key business objectives (revenue/profit/retention) in their respective markets by focusing on dealers with greatest improvement opportunity. They will work with opportunity dealers to identify gap root causes & recommended actions through facilitating a dealer led “Troubleshooting guide” approach and gain buy-in of Dealer Principals & General Managers to implement sustainable action plans for improvement. In addition to Dealer facing activities, each team member is assigned as Large Project Leader (LPL) for core business plan items and will lead the project development execution plan to achieve associated business objectives.
Responsibilities
- Leverage top performing dealers and Retention Expert experience for “best practice” identification to aid in troubleshooting guide & process development, work with fellow RE’s and other stakeholders to develop and execute process;
- Identify and engage opportunity dealers who are impacting achievement of national business plan KPI’s due to their subpar performance;
- Assume Large Project Leader (LPL) responsibility for various Service Operations core business plan items and develop detailed tactical plan to execute all tactics in the plan by working with key stakeholders (CRM, CE, CX, ISD, Dealers, etc);
- Visualize LPL project progress in Lucid, review status weekly including proactive identification of project blockers;
- Support fellow RE’s in the collaborative planning and execution of their LPL activity including dealer engagement, collection & summary of feedback etc;
- Work with other stakeholder teams such as the CES group as required to collaborate on process, key learnings, approach with Dealers etc;
- Support the Dealer Care Group in responding to various Dealer requests related to departmental activities and focus areas;
- Provide the Strategic Planning group any business insights on market conditions / trends, industry conditions / trends and dealer trends / feedback;
- Assist in creating the key assumptions for kilometer’s driven, warranty impact, marketing impact, dealer traffic impact & overall Repair Order & Customer Pay Repair Order forecasting;
- Work with the Strategic Planning group to gain consensus on overall CPRO annual plan broken into Baseline and effort categories; Special attention to effort CPRO and other business categories (promotable VIN, parts loyalty, tire/collision/battery sales etc) which the Retention Expert team is responsible for achieving;
- Support the Strategic Planning team in reviewing, updating & gaining consensus with Retention Expert team; Submit overall RO & CPRO annual plan so plan can be incorporated into overall Sales & Profit plans;
- Illustrate the financial impact of Fixed Operations retail and retention opportunities to the dealer, hold dealer accountable for an action plan to improve dealer results and monitor dealer progress on the action plan. Leverage Zone Dealer Operations Management & General Management if needed for escalation support;
- Complete monthly & quarterly CAPDO processes with review of targets vs actual for overall CPRO annual plan, core LPL activity, and any other business gaps identified. Perform a detailed gap analysis and countermeasure development plan for your respective area(s) of focus;
- Other tasks as assigned by manager.
Qualifications
- University/College degree/diploma in Business or an automotive related discipline;
- 3-5 years experience working directly with an automotive retail dealership an asset;
- Previous automotive dealer territory management an asset;
- Bilingualism (French) is an asset;
- Customer Handling, Marketing Insights & Analytics experience;
- Experience with Microsoft Programs (PPT, Excel, Word, One note), Outlook, Lucid;
- Well-developed communication, interpersonal, analytical, administrative, and problem solving skills, self-motivation required;
- This role will work with other groups to make decisions on identifying priority dealers and possesses the ability to provide clear direction to dealer managers on business opportunities; Sharing best practices and demonstrating clear ROI facilitates the completion of the job;
- Decision making considered to be referred to higher authority include; dealer escalations & program exceptions.
- Weekly status meetings with Retention Manager who provides clear & concise direction on weekly priorities.
Honda Canada Inc. is committed to providing accommodation in its recruitment processes to applicants with disabilities, upon request. The accommodation will take into account the applicant’s accessibility needs.
If you require accommodation at any time during the recruitment process, please email Human Resources at accessibility@honda.ca or call (905) 888-4331.
About Honda Canada Inc.
In 1969, when Honda came to Canada, we came as a small company with a dream. We began with motorcycles and power equipment and it took a lot of work to gain the confidence and trust of Canadians. But we worked hard and over time our products earned the respect of the marketplace. And so we grew. In 1986, we built a manufacturing facility in Alliston, Ontario. In 1998, we built a second plant at that same site, and in 2008, we completed the construction of a third facility, a $154-million engine plant. In May of 2010, Honda Canada moved into our new Gold Certified LEED® (Leadership in Energy and Environmental Design) Head Office in Markham, Ontario.
Today, we source nearly $2.1 billion in goods and services from Canadian-based suppliers each year, produce approximately 400,000 vehicles annually at our manufacturing facilities and we employ more than 19,000 Canadians in manufacturing, sales offices and dealerships across the country. Simply put, Honda is a remarkable Canadian success story that will celebrate it's 55th anniversary in 2024.
Thank you Canada.
Social media posting policy: https://www.honda.ca/en/social_posting_policy
Politique de Honda Canada Inc. sur les publications dans la communauté des médias sociaux: https://www.honda.ca/fr/politique_publications_medias_sociaux
About the role
- This is a national position - we are accepting applications nationally and can be worked out of your home region. **
The role of Retention Expert (RE)is to support the Honda and Acura dealer network in achieving key business objectives (revenue/profit/retention) in their respective markets by focusing on dealers with greatest improvement opportunity. They will work with opportunity dealers to identify gap root causes & recommended actions through facilitating a dealer led “Troubleshooting guide” approach and gain buy-in of Dealer Principals & General Managers to implement sustainable action plans for improvement. In addition to Dealer facing activities, each team member is assigned as Large Project Leader (LPL) for core business plan items and will lead the project development execution plan to achieve associated business objectives.
Responsibilities
- Leverage top performing dealers and Retention Expert experience for “best practice” identification to aid in troubleshooting guide & process development, work with fellow RE’s and other stakeholders to develop and execute process;
- Identify and engage opportunity dealers who are impacting achievement of national business plan KPI’s due to their subpar performance;
- Assume Large Project Leader (LPL) responsibility for various Service Operations core business plan items and develop detailed tactical plan to execute all tactics in the plan by working with key stakeholders (CRM, CE, CX, ISD, Dealers, etc);
- Visualize LPL project progress in Lucid, review status weekly including proactive identification of project blockers;
- Support fellow RE’s in the collaborative planning and execution of their LPL activity including dealer engagement, collection & summary of feedback etc;
- Work with other stakeholder teams such as the CES group as required to collaborate on process, key learnings, approach with Dealers etc;
- Support the Dealer Care Group in responding to various Dealer requests related to departmental activities and focus areas;
- Provide the Strategic Planning group any business insights on market conditions / trends, industry conditions / trends and dealer trends / feedback;
- Assist in creating the key assumptions for kilometer’s driven, warranty impact, marketing impact, dealer traffic impact & overall Repair Order & Customer Pay Repair Order forecasting;
- Work with the Strategic Planning group to gain consensus on overall CPRO annual plan broken into Baseline and effort categories; Special attention to effort CPRO and other business categories (promotable VIN, parts loyalty, tire/collision/battery sales etc) which the Retention Expert team is responsible for achieving;
- Support the Strategic Planning team in reviewing, updating & gaining consensus with Retention Expert team; Submit overall RO & CPRO annual plan so plan can be incorporated into overall Sales & Profit plans;
- Illustrate the financial impact of Fixed Operations retail and retention opportunities to the dealer, hold dealer accountable for an action plan to improve dealer results and monitor dealer progress on the action plan. Leverage Zone Dealer Operations Management & General Management if needed for escalation support;
- Complete monthly & quarterly CAPDO processes with review of targets vs actual for overall CPRO annual plan, core LPL activity, and any other business gaps identified. Perform a detailed gap analysis and countermeasure development plan for your respective area(s) of focus;
- Other tasks as assigned by manager.
Qualifications
- University/College degree/diploma in Business or an automotive related discipline;
- 3-5 years experience working directly with an automotive retail dealership an asset;
- Previous automotive dealer territory management an asset;
- Bilingualism (French) is an asset;
- Customer Handling, Marketing Insights & Analytics experience;
- Experience with Microsoft Programs (PPT, Excel, Word, One note), Outlook, Lucid;
- Well-developed communication, interpersonal, analytical, administrative, and problem solving skills, self-motivation required;
- This role will work with other groups to make decisions on identifying priority dealers and possesses the ability to provide clear direction to dealer managers on business opportunities; Sharing best practices and demonstrating clear ROI facilitates the completion of the job;
- Decision making considered to be referred to higher authority include; dealer escalations & program exceptions.
- Weekly status meetings with Retention Manager who provides clear & concise direction on weekly priorities.
Honda Canada Inc. is committed to providing accommodation in its recruitment processes to applicants with disabilities, upon request. The accommodation will take into account the applicant’s accessibility needs.
If you require accommodation at any time during the recruitment process, please email Human Resources at accessibility@honda.ca or call (905) 888-4331.
About Honda Canada Inc.
In 1969, when Honda came to Canada, we came as a small company with a dream. We began with motorcycles and power equipment and it took a lot of work to gain the confidence and trust of Canadians. But we worked hard and over time our products earned the respect of the marketplace. And so we grew. In 1986, we built a manufacturing facility in Alliston, Ontario. In 1998, we built a second plant at that same site, and in 2008, we completed the construction of a third facility, a $154-million engine plant. In May of 2010, Honda Canada moved into our new Gold Certified LEED® (Leadership in Energy and Environmental Design) Head Office in Markham, Ontario.
Today, we source nearly $2.1 billion in goods and services from Canadian-based suppliers each year, produce approximately 400,000 vehicles annually at our manufacturing facilities and we employ more than 19,000 Canadians in manufacturing, sales offices and dealerships across the country. Simply put, Honda is a remarkable Canadian success story that will celebrate it's 55th anniversary in 2024.
Thank you Canada.
Social media posting policy: https://www.honda.ca/en/social_posting_policy
Politique de Honda Canada Inc. sur les publications dans la communauté des médias sociaux: https://www.honda.ca/fr/politique_publications_medias_sociaux