Manager, Lexus Experience

Manager, Lexus ExperienceJob DescriptionToyota Canada Inc. (TCI) currently has an exciting opportunity for a Manager, Lexus Experience to join Lexus Division and lead the Lexus Experience Centre of Excellence. This full-time opportunity involves leading a team of four and reporting to the National Manager of Lexus. This role directly influences the Lexus brand image and guest experience, ensuring that Lexus maintains an industry-leading standard for guest satisfaction.What We’ll Bring:A hybrid work environmentA work environment built on teamwork, flexibility and respectProfessional growth and development programs to help advance your careerA focus on respect for people and continuous improvementSummer Hours – condensed work week during the summerBenefits:Competitive compensation package including bonusExtended health care and dental benefits effective immediatelyCompany pension plan with additional employer contributionsCompany demo vehicleAssociate vehicle discount programReimbursement programs (tuition & fitness)Paid holiday shutdown and competitive paid time off benefitsSabbatical leave programWhat You’ll be Doing:The Lexus ExperienceStrategize, connect, and manage all aspects of a superior and seamless Guest experience with Lexus, including:Establish Divisional Actions Plans (Guest Retention/Satisfaction) through Customer Retention (CR) data and insightsMonitor third party experience measurements (CADA, JD Power SSI & CSI surveys)Liaise with Customer Interaction Centre (CIC) on Guest relations, concerns and reporting metricsStrategize and action insights from collective CR data points, while developing any visualization toolsManage Lexus Business Innovations (BI) Applications relating to the retail customer-centric journeyLexus Dealer PerformanceHold Dealer network accountable to delivering a superior and seamless Guest experience with Lexus while meeting and/or exceeding business objectives, including:Manage, build and oversee Dealer Customer Experience (CX) actions plansOversee the Lexus Purchase Recommendation (LPR) and Lexus Service Recommendation (LSR) programs; seek optimizations and overall dealer improvement opportunitiesManage the dealer Pursuit of Excellence program for outstanding Operational and Experience performance resultsOversee the Pursuit trip reward program that exemplifies the Lexus spirit of omotenashi (hospitality)Liaise with Dealer Standards & Sales Operations (DSSO) department and oversee the Lexus Dealer Standard & Facility ProgramManage the Lexus Experience Standards Payment Program (LESP), including rules, dealer auditing & budgetingLexus Academy 2.0Manage, develop and optimize Lexus Academy 2.0 training curriculum in the areas of Product, Sales, Experience, Professional Leadership (online & in person), including:Develop and elevate Lexus Academy training through a comprehensive review of existing and dated training componentsManage, participate and support in National Training Events in any of the 4 areasOversee Lexus Academy registration and certification programsManage Training Leads and outside vendors in all 4 areasPeople LeadershipOffer timely guidance, coaching, feedback, and accountability to direct reports, promoting their learning, development, and successful project completionLead team members to encourage collaboration, information sharing, and a Kaizen (continuous improvement) mindset, resulting in increased work efficiencyEmpower the team to take initiative and proactively influence business outcomesCollaborate with the Talent Acquisition team to engage in the hiring process to fill any vacancies on the team; provide training and onboarding support to new hires when they join the teamWhat You’ll Bring:University degree in business management and leadership, with data analysis, social sciences, education and/or training as additional assets10+ years of related automotive experience and/or luxury retail experienceSolid knowledge of the Canadian automotive marketplacePassion for customer experienceStrategic mindset with the ability to establish a new brand functionAbility to lead organizational change managementSkillful in influencing, negotiating and consensus building at all levelsStrong team leadership and mentoring skillsExcellent communication & training delivery skillsProven ability to initiate & improve work processes to increase efficienciesSelf-starter with a proven strength in multi-taskingHighly fluent in data analysis (Excel, BI, Database, Learning Management System)Bilingual (French/English) is an assetRequires some travel within CanadaAbout UsToyota Canada Inc. is the exclusive Canadian distributor of Toyota and Lexus vehicles. Our head office is in Toronto, with regional offices in Vancouver, Calgary, Montreal and Halifax. We support over 287 Toyota and Lexus dealers in Canada with services that include training, sales, marketing, environmental and customer satisfaction initiatives.What Sets Us Apart?A focus on people, passion for Toyota, innovation and continuous improvement have made us an award-winning company, recognized worldwide for our technological leadership and superior standards of quality, community involvement and environmental responsibility.What You Should Know:Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. We are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business. Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, or any other characteristics protected by law. Please advise us at any point during the recruitment and selection process or your employment if you require accommodation. #J-18808-Ljbffr