Senior Fixed Operations Manager -Little Rock

Location(s): Little Rock, Arkansas Job Schedule: Full-time Education Requirement: Bachelor’s Sponsorship: No

Come Drive Innovation with Us. We are currently looking for a SR FOM to join our team in Little Rock, Arkansas.

Supports assigned dealerships to deliver top tier Customer Experience, Retention, Dealer Profitability and Purchase Loyalty through efficient operations, sales effectiveness and OEM representation efforts. Supports AGM with local logistical support for market representation decisions and related dealership implications. Works with district-facing Dealer Operations Manager to synergize operations. Partners with other districts to maximize regional and national Accessories, Parts, & Service (APS) opportunities.

Districts may consist of 8 to 19 Dealerships depending on complexity and geographic factors.

A Day in the Life:

• Conduct routine dealership visits with Sales & Aftersales staff, dealership management, and Dealer Principal to assess all aspects of Aftersales operations. Provide consultative coaching and action plans geared toward improving Accessories, Parts, and Service (APS) opportunities.

• Identify areas of improvement and partner with assigned dealerships to implement improvements and corrective actions that drive Customer Experience and Retention, Dealer Profitability, and Loyalty.

• Assess accessories, parts, and service operations through routine contact and site visits utilizing the 5 Mindsets approach (Convenience, Quality, Competitiveness, Transparency, and Friendliness) to build a consumer value proposition.

• Coordinate and align Aftersales Core Processes. Deliver training and implement programs by recommending NNA supporting tools, technologies, and proven service processes (Initiation, Reception, Communication, Delivery, and Follow-Up).

• Work with the Regional Aftersales Manager (RAM) to monitor service staff expertise and training. Promote Technician Certification training and support employee recognition and achievements.

• Review and monitor dealership marketing and advertising plans, assessing their effectiveness. Align dealer marketing, CRM, social media, website, eCommerce, and BDC platforms with NNA national and regional marketing initiatives.

• Recommend, support, and execute the use of NNA tools, technologies, tablets, and marketing platforms. Introduce new marketing programs and techniques while demonstrating their potential positive financial impact on dealership performance. Regularly review APS sales reports to evaluate marketing effectiveness and expenditures.

• Understand external consulting services currently utilized or considered by dealerships. Encourage the use of Nissan/Infiniti-approved parts vendors to improve dealer costs and supply. Demonstrate the business case for Nissan/Infiniti programs and provide comparative analysis. Develop advertising and promotion plans to mitigate negative impacts resulting from warranty-related issues.

• Perform dealership financial statement and operational analysis to identify and recommend performance improvement opportunities in process efficiency, throughput, capacity, staffing, facilities, sales effectiveness, marketing, and industry best practices. Utilize Key Ratio Management aligned with NNA and industry benchmarks. Implement consultative sales techniques to develop, present, and execute action plans that drive key growth KPIs.

• Improve sales effectiveness by reviewing NNA and industry benchmark data to uncover sales and profit opportunities in accessories, service lane commodity sales, internal sales, and wholesale operations. Identify and actively develop dealer engagement in Parts, Wholesale, and Accessory business activities.

• Review APS performance reports with Dealer Principals and functional management regarding APS operations and compliance with company standards and agreements. Monitor cash flow, inventory, and capital related to APS operations. Assist the AGM and dealership management in improving financial strength through increased APS sales and operational effectiveness. Partner with Dealer Principals to establish goals that improve Fixed Absorption Rate and Return on Sales (ROS) and identify plans to achieve them.

• Identify and evaluate human resource issues in dealerships. Assess staffing levels, competencies, and training needs. Advise and assist management in addressing performance concerns through documentation, feedback, coaching, and training plans. Identify causes of high staff turnover and work with management to resolve issues.

• Educate dealership personnel on current incentive programs available for customers, sales associates, and dealerships. Assist management with implementation and proper application of these programs. Ensure compliance with incentive payment requirements. Analyze reports and sales results while demonstrating program financial impacts to dealership management.

• Monitor parts inventories and understand dealership inventory tracking systems. Ensure inventory control practices and stock levels support timely customer service. Verify service operations are prepared to support commercial vehicles, fleet vehicles, electric vehicles, and specialty product lines. Promote NNA technologies in inventory management and sales operations.

• Evaluate dealership sell-out and sell-in data, along with onsite inspections, to determine dealership parts loyalty. Identify obstacles and develop action plans to improve dealership profitability, sales effectiveness, customer retention, and brand loyalty.

• Coordinate with DTMs and DTM Management to analyze customer interactions and service practices within dealership Parts and Service operations. Participate in CSI-focused reviews and address identified issues. Identify and replicate best practices. Develop action plans that improve customer satisfaction. Administer Goodwill decisions and authorizations. Monitor staff performance using real-time technology tools and customer satisfaction scores. Understand root causes of customer complaints and address them with dealership management.

• Assist the AGM with Market Representation-related issues and actions within assigned dealerships as requested.

• Maintain awareness of competing dealerships within the assigned market. Assist with market analysis and incorporate expansion opportunities into dealership operations to maximize Parts and Service sales. Consider the impact of newly opened or closed dealerships when developing marketing and sales plans.

• Understand dealer agreements and required performance and policy compliance standards. Support the AGM in documentation and communications regarding dealership standing. Under AGM guidance, deliver official communications to APS Managers and Dealer Principals regarding dealership standing as it relates to APS operations. Understand appropriate protocols when addressing dealership standing matters.

• Assist the AGM and dealerships with logistics related to dealership openings and closings.

• Support dealership, district, regional, and national initiatives through participation in auto shows and special events promoting brand awareness and sales.

Who We're Looking for: Required:

• Bachelor's Degree in Business or a related field required.

• Minimum of 6 years of progressive Marketing and Sales experience.

• Minimum of 3 years of analytical experience in automotive industry specialties, including: Sales Operations Dealer Agreements Marketing Parts & Service Sales Reporting Market Representation Market Analytics Pricing Consumer Affairs Distribution Customer Satisfaction/Experience Advertising & Promotions Warranty Carflow and Mix Management Facilities/Merchandising CMM, Contests & Incentives Manufacturing

• Experience may be gained within a dealership, regional office, headquarters, or manufacturing facility and may include Analyst, Regional Manager, or similar roles.

• Minimum of 2 years in a dealer contact support role such as WDM, FOM, FSM, DOM, or equivalent is required for advancement to the senior level.

• Working knowledge of word processing, spreadsheet applications, other PC applications, and relevant business systems.

• Knowledge of sales-related systems and reporting tools.

• Ability to prioritize schedules and organize workload effectively with minimal supervision.

• Ability to remain productive and effective in a virtual office environment.

• Ability to balance the interests of both the dealership and Nissan while maintaining objectivity.

• Dedication to meeting the expectations and requirements of internal and external customers.

• Ability to consider and respect diverse opinions and perspectives.

• Ability to influence others through dealership expertise, sound recommendations, effective communication, credibility, honesty, and consistent follow-through.

• Results-oriented approach, even when faced with resistance or setbacks.

• Strong presentation, communication, and analytical skills.

• Ability to understand complex situations and seek assistance when necessary.

Desired:

• Previous supervisory experience and sales experience are desirable.

Travel Requirements:

• More than 75% domestic travel, including both day and overnight travel.

• Residence within the assigned district is required.

What You’ll Look Forward to at Nissan: Career Growth and Continuous Learning Opportunities: Benefit from diverse career paths, cross-departmental moves, and innovative learning platforms. Enhance your skills through seminars, leadership training, and tuition reimbursement programs, all while playing a vital role in shaping the future of transportation. From day one, you'll have the support to tackle challenges and contribute to impactful solutions across our organization.

Rewards: Be supported with a Comprehensive Benefits Package, including medical, mental health, parental leave, retirement savings & unique Nissan perks, including discounts on lease vehicles as part of our Employee Lease Program and a Vehicle Purchase Program (VPP). For more information, access our Nissan Benefits Overview Guide.

Built for Your Best: https://www.youtube.com/watch?v=PXuame0vwiw&list=PLki2k0CDxrPe8V6WmEeEdhj1fosRD-JQa

Nissan is committed to a drug-free workplace. All employment is contingent upon the successful completion of drug and background screenings in accordance with Nissan policies and in compliance with federal, state, and local laws, including the California Fair Chance Act and the Los Angeles County Fair Chance Ordinance. Nissan will consider qualified candidates with arrest or conviction records for employment in a manner consistent with these laws.

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.

NISSAN FOR EVERYONE

People are our most valuable assets, and Nissan seeks to maximize the power of each individual member of our team. When everyone belongs, the power of NISSAN is undeniable. Nissan aims to improve business results through a workplace and business that meets the 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 Business Synergy Teams (BSTs) across the Americas that are open to all employees and seek to connect employees through common interests and foster a company culture where all employees feel supported and included.

Nissan also values inclusion in our business as we respect and recognize 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 position that will help us continue to offer our customers competitively designed, market-driven products.

Join us as we carry our commitment to our employees and customers into the future.

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