Manager, Customer Experience - Training & Voice of Customer (Aftersales)

The posting, as Mitsubishi Motors North America, Inc. wrote it

Join the Mitsubishi Motors North America (MMNA) Team!

At Mitsubishi Motors NA, we are driving innovation, quality, and excellence in the automotive industry. Our commitment to delivering cutting-edge vehicles goes hand in hand with our dedication to fostering a dynamic and inclusive work environment.

Our team members are the driving force behind our success, and we believe in empowering individuals to contribute their unique skills and perspectives. We are a collaborative and forward-thinking team that values diversity, creativity, and continuous improvement.

At MMNA, your career is not just a job but a journey of growth. Benefit from ongoing employee development programs, contribute to our impactful Community Relations initiatives, and enjoy a range of employee benefits that make your experience with us exceptional.

Be part of a company proud of its heritage and excited about the future where together, we shape the future of mobility and drive success in every mile.

Summary of Role

Mitsubishi Motors North America, Inc. (MMNA) is well on the path of its long term Momentum 2030 plan – and at the heart of Momentum 2030 is a modernized retail model that puts the customer journey and experience front and center. As part of MMNA’s transformation, the Customer Experience Department has recently become a wholly independent department, but one that is responsible for connecting Sales, Aftersales, and all other points on the customer journey.

As a customer-centric brand that puts the customer’s entire lifestyle in mind, we believe that each step of the journey is critical. The ownership portion of the journey, which can last for many years, has the most opportunities for interactions and touchpoints with the customer, and in turn to earn their trust and loyalty. With that framework in mind, the Customer Experience Department is looking for a Manager, Customer Experience – Aftersales to elevate and enhance the customer experience throughout the Aftersales side of our business, working cross-functionally with internal teams, and with our dealer partners throughout the country.

As the Manager, Customer Experience – Aftersales, you will be a key leader in driving measurable, sustainable improvements in the customer experience, partnering with internal teams, external partners, and our independent dealer network. While this role is highly data-driven, you will also rely on your experience and knowledge of what is truly important to customers to enhance their experience. Leveraging internal and external sources of information and feedback, as well as dealer performance metrics, you will identify issues that impact the customer experience positively and negatively, from single dealer partners to network-wide. You will consult with members of the Aftersales team to increase their knowledge and expertise to further drive change. You will also create training programs, action plans, and devise and implement strategic initiatives, to initiate and susta
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team. Our application process is designed to champion inclusion and equity. We're on the lookout for the ideal fit for each role, valuing skills and experiences over traditional education or specific company backgrounds. Feel encouraged to apply, even if your profile doesn't precisely match the job description. We invite you to delve into a few thought-provoking questions in our application, offering you the opportunity to showcase your unique talents and insights right from the start.

Once you've submitted your application, expect to hear from us within 7 business days. We're committed to keeping you informed about the status of your application, ensuring transparency and open communication throughout the process. We understand that perfection is a journey, and if you ever have questions about your application or the process itself, don't hesitate to reach out to your recruiter.

Mitsubishi Motors is proud to be an equal-opportunity employer, excited about collaborating with talented individuals of all identities. We do not discriminate based on identity, aligning with our commitment to fostering a diverse workplace. Our code of conduct serves as a guiding light for the company we aspire to be, celebrating our differences as the driving force behind a product that serves a global user base.

We welcome applications from individuals with disabilities and is prepared to provide reasonable accommodations. If you require such accommodations for the job application or interview process, please email mmna-talent_acquisition@na.mitsubishi-motors.com .

We hope you will join us on this journey where your dedication aligns with our values, creating an environment that fosters growth, collaboration, and meaningful contributions.

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