Dealer Manager

Company Description

MSX International has partnered with leading automotive brands for over 25 years, supporting transformation and operations across Customer Experience, Repair Optimization, Learning and Insights. With more than 5,000 employees in 80+ countries, we combine deep industry expertise with technology to help automotive clients increase revenue, reduce costs, and improve customer satisfaction. Our goal is to help customers reach their full potential and excel as their global partner of choice.

The Nissan Growth Accelerate Sustain Dealer Performance Manager (DPM) is responsible for driving measurable growth in dealership fixed operations performance by improving processes, building strong relationships with dealer leadership, and using data to create compelling business cases for change. This role combines consultative communication with disciplined follow-up to improve Fixed Operations KPIs and customer retention. The DPM develops and maintains direct relationships with assigned dealers and OEM field organizations where applicable and reports to the Nissan Growth Accelerate Sustain Regional Performance Manager.

• Assessment Visits:
  Perform an initial assessment of dealership fixed operations processes. Record baseline key performance indicators and develop action plans in collaboration with dealership Executive, Service, and Parts management to address growth opportunities.
• Sustainment Visits:
  Introduce initial process changes and conduct training sessions for dealership employees, then conduct follow-up visits to ensure changes are integrated, train new employees, improve existing processes, and introduce best practices. Review coaching progress and overall progression with Executive, Service, and Parts management, ensuring they understand the expected impact on key metrics and are equipped to reinforce updated processes and develop continuous improvement action plans.

• Communication:
  Maintain regular, proactive communication with Executive, Service, and Parts management teams to ensure successful implementation of action plans, address issues, and lead data-driven discussions that connect initiatives to dealer business priorities and financial outcomes.
• Act as a consultative business partner to Dealer Principals, General Managers, and Fixed Operations leaders by translating complex operational and financial data into clear value stories and practical action plans.
• Action Planning & Documentation:
  Prepare concise, high-quality contact reports and documentation for each visit, outlining observations, prioritized action plans (3–5 high-impact items), dealer commitments (who/what/when), and progress against key metrics (CP P&L, $/RO, RO count, loyalty, and retention).
• Continuous Improvement:
  Identify opportunities for continuous improvement and provide recommendations to enhance dealership operations and outcomes, incorporating feedback from dealers, regional teams, and the Regional Performance Manager.
• Action Plan Completion:
  Ensure timely and comprehensive completion of dealer action plans and contact reports within 3 business days of each visit, and deliver them electronically to all relevant dealership management personnel, clearly documenting next steps, owners, due dates, and expected impact.

• Implement best practice processes within dealership service operations (e.g., customer appointments, reception/greeting, parts inventory management, parts procurement efficiencies, repair processes, productivity and efficiency, quality control, invoice preparation, customer vehicle delivery, and follow-up calls after repairs) to support growth, customer satisfaction, and retention.

• Maintain strong contact with OEM regional personnel by conducting regularly scheduled initiative review meetings as well as ad-hoc meetings if concerns arise. Share dealer wins, risks, and support needs, and align on joint plans and strategic priorities for key dealers.

• Submit detailed recap reports, action plans, weekly timecards, and weekly expense reports in a timely and accurate manner, in alignment with program standards.

• Actively participate in ongoing coaching and performance discussions with the Regional Performance Manager, including use of standardized discussion guides and scorecards. Demonstrate a commitment to continuous learning and openness to feedback to strengthen communication, consultative selling, and data-driven decision making.

Qualified candidates must be highly motivated, self-starters who possess excellent customer relationship, communication, and facilitation skills, with a high degree of interest in working in a field environment with minimal supervision. They must be able to lead data-driven discussions with dealer leadership and front-line teams and translate complex information into clear business cases and action…