Aftersales CX Leader - Customer Experience Manager

Mitsubishi Company; Franklin (TN); Hybrid; USD 105,000 - 115,000; Full time

Benefits offered by this job

Healthcare coverage

Employee lease car program

Car allowance

401(k) with company match

Tuition reimbursement

Paid time off

Job summary

Mitsubishi Motors North America, Inc. (MMNA) seeks a Manager, Customer Experience – Aftersales in Franklin, TN (hybrid). The role leads initiatives to elevate the customer experience across the Aftersales network, partnering with internal teams and dealer partners to drive measurable improvements.

You will develop training programs, analyze dealer performance, and implement strategic initiatives, ensuring a holistic customer journey from service to loyalty in a dynamic, data-driven environment.

Qualifications

• BA/BS Degree in Business, Communications, Marketing, Automotive Technology, or equivalent combination of relevant education and experience.
• 8+ years progressive, exempt-level automotive retail/OEM experience
• Automotive Aftersales experience preferred; strong understanding of dealership operations, warranty and customer journey
• Strong analytical and storytelling skills, including knowledge of Microsoft Office and related tools

Responsibilities

• Leading, mentoring, and measuring performance of team members (this position currently has one direct report).
• Overseeing the budget and revenue accounts within the CX – Aftersales area.
• In partnership with the Legal Department, managing contracts and related approvals within the CX – Aftersales area.
• Developing and delivering training/content for dealer partners and internal teams to drive customer satisfaction

Skills

Analytical ability

Communication at all levels

Leadership and influence

Project management

Education

BA/BS Degree in Business, Communications, Marketing, Automotive Technology, or equivalent

Tools

Microsoft Office

VoC platforms

Learning Management Systems

Data warehouse

Job description

Mitsubishi Motors North America, Inc. (MMNA) seeks a Manager, Customer Experience – Aftersales in Franklin, TN (hybrid). The role leads initiatives to elevate the customer experience across the Aftersales network, partnering with internal teams and dealer partners to drive measurable improvements.

You will develop training programs, analyze dealer performance, and implement strategic initiatives, ensuring a holistic customer journey from service to loyalty in a dynamic, data-driven environment.