Fleet Customer Aftersales Manager

The Fleet Customer Aftersales Manager is assigned to support and interface directly with a limited number of Stellantis' largest fleet customers from a Mopar aftersales perspective. The position's primary focus will be to improve the customer experience and retention of these select strategic customers through Stellantis' dealer network and the fleets' service centers. This position presents an exceptional leadership opportunity to develop and implement positive change in a challenging and dynamic aspect of the Mopar business. The Mopar fleet team (including this position) serves as the primary interface between Stellantis, its Businesslink dealers and fleet customers who collectively spend well over $100M annually on Mopar and bPro parts in the dealer network. The Strategic Fleet Customer Aftersales Manager plays a pivotal role in designing and implementing strategies to engage both our team, dealers and fleets to reduce these fleet's vehicle downtime, drive customer retention and maximize profit and success in all aspects of our Aftersales operations. Examples of these activities include but are not limited to, dealer fleet service development strategies and incentives for reduced downtime and incentives, fleet vehicle monitoring, fleet service facility development and support, and national parts sales growth strategies in both the Dealer Retail and Wholesale channels.

This position serves as a crucial filter for requests between HQ, the select fleets and the field team, ensuring effective communication and a deep understanding of field needs up to the executive level. This position will be expected to support urgent requests of high profile fleet customers with the ability to think quickly and outside the box to accomplish requests of the COO and other executives. Additionally, the manager handles various reporting and customer experience tracking, delivers insightful ad-hoc reports, and identifies opportunities for enhancing service and parts operations. This manager will present findings and develop programs cross functionally with other Mopar stakeholders to grow the relationship with these customers. Presentations to internal executive leadership as well as those of the fleets will provide a great opportunity to grow.

Job responsibilities include but are not limited to:

• Expand the relationship with identified fleet customers understanding their concerns and identifying opportunities to expand and improve the relationship to mutually grow the business of both companies.
• Conduct and lead regular meetings with the fleet customer reporting on activities, metrics and opportunities. fleet field team to set priorities and gather insights and address concerns. Support and present in meetings with executive leadership.
• Develop and maintain tracking systems to monitor the performance and effectiveness of various programs across the customers' fleets. Implement strategies to improve retention and loyalty.
• Analyze program data to assess outcomes, identify trends, and recommend improvements tailored to each fleets' unique needs.
• Collect and analyze customer feedback and reporting and develop plans to improve fleet customer satisfaction and reduce vehicle downtime.
• Lead strategies to grow Servicenet centralized billing and recoveries including customer loyalty, customer conquest and expansion into the Independent Aftermarket.
• Utilize Microsoft Office to effectively communicate in presentations with data and insights.
• Create and deliver timely ad-hoc reports to support decision-making across different departments.
• Utilize business intelligence tools to generate customized reports and dashboards tailored to stakeholder needs.
• Cross-Functional Collaboration (e.g. Mopar Sales Reporting, Fleet Vehicle sales, Quality Engineering, Supply Chain, Customer Care, Technical Service Operations, etc.) - Partner with various departments to understand their data needs and provide relevant analytical support.
• Communicate findings and recommendations effectively to both technical and non-technical stakeholders.

The ideal candidate will excel in leading a group in a team environment and excel in taking complex situations and programs and simplifying them for use across all levels of experience and knowledge. The role will require strong organizational and project management skills to facilitate project reporting and support inquiries for the fleet. This individual will be accountable for days down initiatives and part sales to the fleet and must be proactively seeking methods to grow the business through a close relationship with fleets and collaborating with internal departments. As a part of this role, the expectations will be to have the ability to present data findings and opportunities within any setting including presentations to executive level leadership.

Basic Qualifications:

• Bachelor's degree in Business, Marketing, or similar discipline
• 5+ years of experience in Customer Service, Part Sales, Marketing, or Dealer field experience
• Automotive industry or fleet experience
• Proven leadership capabilities
• Proven problem solving and analytical skills
• Capability to review, understand and analyze data from a business analytics standpoint
• Self-starter with ability to multi-task and take ownership of programs
• Excellent verbal and written communication skills
• Experienced presenter and public speaker
• Advanced user of Microsoft business tools including advanced Excel skills, and PowerPoint experience
• Robust understanding of Dealership Operations and / or Automotive Fleets

Preferred Qualifications:

• Advanced degree (Master's) in Business or Marketing
• Experience in project/program management
• Automotive/Dealership retail or aftermarket experience
• Mopar or OEM Field Experience