Retention Expert (RE)

Honda Canada Inc.; Markham; Remote; CAD 75,000 - 95,000; Full time

Job summary

Honda Canada Inc. is seeking a Retention Expert to enhance dealer network performance. This remote position involves project management and dealer engagement strategies to drive revenue and retention. Candidates should possess a business-related degree and relevant automotive experience, alongside strong analytical and communication skills.

Qualifications

• 3-5 years experience working directly with an automotive retail dealership.
• Bilingualism (French) is an asset.
• Ability to provide clear direction to dealer managers on business opportunities.

Responsibilities

• Support dealers in achieving key business objectives and develop project execution plans.
• Visualize project progress and identify blockers.
• Assist in creating market forecasting assumptions and analyze dealer trends.

Skills

Customer Handling

Marketing Insights

Analytical Skills

Problem Solving

Interpersonal Skills

Education

University/College degree/diploma in Business or automotive related discipline

Tools

Microsoft Programs (PPT, Excel, Word, OneNote)

Lucid

Outlook

Job description

• This is a national position - we are accepting applications nationally and can be worked out of your home region. **
  
  

• This is a national position - we are accepting applications nationally and can be worked out of your home region. **
  
  

The role of Retention Expert (RE)is to support the Honda and Acura dealer network in achieving key business objectives (revenue/profit/retention) in their respective markets by focusing on dealers with greatest improvement opportunity. They will work with opportunity dealers to identify gap root causes & recommended actions through facilitating a dealer led “Troubleshooting guide” approach and gain buy-in of Dealer Principals & General Managers to implement sustainable action plans for improvement. In addition to Dealer facing activities, each team member is assigned as Large Project Leader (LPL) for core business plan items and will lead the project development execution plan to achieve associated business objectives.

Responsibilities

• Leverage top performing dealers and Retention Expert experience for “best practice” identification to aid in troubleshooting guide & process development, work with fellow RE’s and other stakeholders to develop and execute process;
• Identify and engage opportunity dealers who are impacting achievement of national business plan KPI’s due to their subpar performance;
• Assume Large Project Leader (LPL) responsibility for various Service Operations core business plan items and develop detailed tactical plan to execute all tactics in the plan by working with key stakeholders (CRM, CE, CX, ISD, Dealers, etc);
• Visualize LPL project progress in Lucid, review status weekly including proactive identification of project blockers;
• Support fellow RE’s in the collaborative planning and execution of their LPL activity including dealer engagement, collection & summary of feedback etc;
• Work with other stakeholder teams such as the CES group as required to collaborate on process, key learnings, approach with Dealers etc;
• Support the Dealer Care Group in responding to various Dealer requests related to departmental activities and focus areas;
• Provide the Strategic Planning group any business insights on market conditions / trends, industry conditions / trends and dealer trends / feedback;
• Assist in creating the key assumptions for kilometer’s driven, warranty impact, marketing impact, dealer traffic impact & overall Repair Order & Customer Pay Repair Order forecasting;
• Work with the Strategic Planning group to gain consensus on overall CPRO annual plan broken into Baseline and effort categories; Special attention to effort CPRO and other business categories (promotable VIN, parts loyalty, tire/collision/battery sales etc) which the Retention Expert team is responsible for achieving;
• Support the Strategic Planning team in reviewing, updating & gaining consensus with Retention Expert team; Submit overall RO & CPRO annual plan so plan can be incorporated into overall Sales & Profit plans;
• Illustrate the financial impact of Fixed Operations retail and retention opportunities to the dealer, hold dealer accountable for an action plan to improve dealer results and monitor dealer progress on the action plan. Leverage Zone Dealer Operations Management & General Management if needed for escalation support;
• Complete monthly & quarterly CAPDO processes with review of targets vs actual for overall CPRO annual plan, core LPL activity, and any other business gaps identified. Perform a detailed gap analysis and countermeasure development plan for your respective area(s) of focus;
• Other tasks as assigned by manager.
  
  

Qualifications

• University/College degree/diploma in Business or an automotive related discipline;
• 3-5 years experience working directly with an automotive retail dealership an asset;
• Previous automotive dealer territory management an asset;
• Bilingualism (French) is an asset;
• Customer Handling, Marketing Insights & Analytics experience;
• Experience with Microsoft Programs (PPT, Excel, Word, One note), Outlook, Lucid;
• Well-developed communication, interpersonal, analytical, administrative, and problem solving skills, self-motivation required;
• This role will work with other groups to make decisions on identifying priority dealers and possesses the ability to provide clear direction to dealer managers on business opportunities; Sharing best practices and demonstrating clear ROI facilitates the completion of the job;
• Decision making considered to be referred to higher authority include; dealer escalations & program exceptions.
• Weekly status meetings with Retention Manager who provides clear & concise direction on weekly priorities.
  
  

Honda Canada Inc. is committed to providing accommodation in its recruitment processes to applicants with disabilities, upon request. The accommodation will take into account the applicant’s accessibility needs.

If you require accommodation at any time during the recruitment process, please email Human Resources at [e-mail] or call [phone].

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Motor Vehicle Manufacturing

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