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 requi