Job Information
General Motors District Manager Aftersales - Atlantic Region, Halifax in Remote, Nova Scotia
Job Description
This role is categorized as remote. This means the successful candidate should be based in the Halifax region of Nova Scotia and is not expected to report to a GM worksite unless directed by their manager. This role requires regular in-person dealer contact.
The District Manager Aftersales (DMA) - Eastern Region (Halifax) primary responsibility is Service and Parts Sales Growth with an emphasis on Dealer process improvement. This position serves as a key liaison between GM, our Dealer Network, and our customers.
The Manager Aftersales - Eastern Region will lead the Dealer to continuously improve the Customer Experience and establish robust Customer Retention processes to improve both Dealer and GMCC Customer Care and Aftersales profitability/sales. The District Manager Aftersales - Eastern Region will hold their Dealers accountable to implement action plans and work with their Dealers and key managers to generate ideas to grow fixed throughput, improve both Dealer’s fixed operation business processes and Dealer parts purchase loyalty. The person in this position is responsible for all GMCC customer experience and service retention activities, GMCC parts, and accessory sales/initiatives in their district. A critical aspect of this position is to have regular face to face Dealership contacts, as such regular travel within the assigned district is required and the incumbent will utilize a company assigned vehicle. and holds themselves and others accountable for demonstrating GMs values and cultural behaviors. Performs other related duties as assigned.
Service Development and Customer Retention Processes
Ensure Dealer Activation Of Key Growth Processes Including
Retention improvement processes
Work with Dealers to grow their Parts Purchases from GMCC using reports/analysis and parts purchasing/booking programs
Implement marketing plans with Dealers to increase customer pay business
Ensure Dealers are providing a positive sales experience for customers in the service lane leveraging GM software (Online Service Scheduling/eVHC)/process in an effort to grow part sales.
Robust utilization of online service scheduling appointment booking
Implementation of “high impact” action plans to build positive customer experiences using customer satisfaction reports/verbatims
Monitor and provide recommendations to improve service retention using GMCC programs such as Complementary maintenance Program
Ensure Dealers engage all New Retail Customers and execute “win-backs”
Sales –to- Service Handoff for new and used vehicle sales
Walk-around Processes & Strategies
Customer Follow up via the Customer Sales & Service Retention Process
Host and present at District Business/Performance Meetings
Create a retail environment within Service facilities.
Ensure dealership process exist to keep retail displays and Point-Of-Purchase seasonally correct, up- to-date and complete
Complete periodic analysis of dealership fixed operations including financial performance. Share recommendations to increase fixed revenue and profits.
Assess dealer training needs and facilitate process and product training as well as education of fixed operations reports/analysis.
Customer Satisfaction/Retail Performance Standards
Improve Regional Dealer Service Satisfaction and Customer Experience processes in collaboration with District Manager - Customer Care and Service Process.
Liaison with Customer Care Ambassadors as the need arises to manage customer issues related to Customer Pay.
Customer Pay (Parts sales to customers)
As part of Develop and execute a business plan to achieve district Customer Pay objective with priority placed on GM Parts year-over-year growth.
Ensure dealer activation of Certified Service DMA marketing campaigns including “Good-Better-Best” strategy
Support dealership development and execution of an annual marketing plan with monthly tactics/initiatives that leverage DMA/National marketing plan
Parts and Accessories (Parts sales to dealers)
Execute business plan to achieve district net parts sale’s objective with key focus on, ‘around the wheel’ and wholesale strategy where applicable, including, collision and power-train products
Develop Dealer “Retail” stocking plan to support “Good-Better-Best” strategy, and marketing activities
Increase “Genuine GM Parts (loyalty) Percentage” and Tire purchase loyalty for all dealers and show Dealers of benefits re purchasing directly from GM Parts (incentives and discounts)
Assist Parts Managers with Retail Inventory Management compliance process, service center contacts and parts issues.
Counsel Dealers with Inventory Management Practice and Customer Special Order processes
Provide competitive product program feedback to Oshawa Marketing team
Support Cross functional and special initiatives as required
Other Qualifications
Valid drivers license
2-4 years related experience
Type of experience: Sales/Related Field/Dealership Operations.
Skills And Abilities
Strong interpersonal and relationship building skills
Ability to influence others and gain consensus
Ability manage time and work remotely with minimal supervision while meeting objectives
Ability to clearly communicate goals and objectives
Ability to solve problems
Ability to work co-operatively within a team environment
Computer skills required, Microsoft office suite.
Bilingual skills are good to have but not mandatory
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. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.
Diversity Information
General Motors is committed to being a workplace that is not only free of 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 understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities.
We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.
Equal Employment Opportunity Statement
Accommodation is available for applicants with disabilities. Should you be contacted by General Motors of Canada, please advise if you require accommodation. General Motors of Canada values diversity and is an equal opportunity employer.
We are leading the change to make our world better, safer and more equitable for all through our actions and how we behave. Learn more about:
Our Company (https://search-careers.gm.com/en/working-at-gm/)
Our Culture
How we hire (https://search-careers.gm.com/en/how-we-hire/)
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The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity Employer and 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 at Careers.Accommodations@GM.com .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.