Tasks
The Retail Customer Experience Performance Manager is responsible for driving excellence across the Porsche dealer network by overseeing the development, execution, and continuous improvement of Customer Experience and Retail Performance programs. This role manages key performance indicators (KPIs), operational processes, and field-facing enablement tools that support Porsche Centers in delivering exceptional customer experiences.
Acting as a strategic partner to Field teams and internal stakeholders, the Retail Customer Experience Performance Manager leads the administration of core retail programs - including the Customer Experience Performance Bonus and Premier Porsche Center Programs - while ensuring the accuracy, relevance, and operational efficiency of associated surveys, reporting platforms, and training processes. The position also manages select vendor relationships, retail systems integrations, and Porsche Center operational support initiatives.
Primary Responsibilities:
- Manage the Customer Experience Bonus and Premier Porsche Center Program KPIs through defining and refining the Purchase Satisfaction (PSS) / Service satisfaction (SSS) / Vehicle Experience (VES/VSC) surveys. This includes vetting and approving new KPIs and revisions to Customer Experience (CX) targets YoY.
- Manage the Passion Report platform and integrated systems, including several vendor relationships with key developers and program partners.
- Manage and execute quarterly CX Performance Bonus Program information and Monthly Premier Porsche Center Bonus information. Including working closely with other departments which own particular areas of CX Bonus data.
- Define and refine dashboards and reporting available to the Porsche Centers, specifically, but not limited to Customer Experience metrics. This reporting includes daily dashboards, in addition to quarterly reports available to the Porsche Centers.
- Serve as primary point of contact for continuous refinement of CX programs and coaching for Field teams related to the Porsche Center KPI programs (CX Bonus and Premier Porsche Center Programs). Provide ample coaching tools (Survey Guide, Office Hours, etc.) to ensure the Field has the tools / knowledge to support their respective centers.
- Work together with IT and CRM to conduct dealer management system/system feeds (DMI/CDK) set-up and training for new Porsche Centers/Porsche Center staff on an ongoing basis.
- Manage the Porsche Center Apparel Program, handling the website/ordering platform and continuously refreshing offering for the Porsche Centers. Work closely with the primary vendors to ensure continuous brand alignment/fit. Review updates with Area Retail Development Managers (ARDMs) so they can disperse the information to Regional Managers (RMs) and Regional Aftersales Managers (RAMs) and Porsche Centers.
- Lead and manage the PSS and SSS survey segmentation and delivery process, continuously seeking opportunities to improve system processes.
- Present actionable Customer Experience trends and recommendations to Senior Management and Executive Committee (ExCo).
- Support AfterSales with Customer Experience Roundtable and Porsche Center committees, including meeting planning, content and topics discussed.
- This role may change and grow to include other specific job duties.
Qualifications
Education:
- Bachelor’s Degree in Business, Mathematics/Statistics, or related discipline, or equivalent relevant work experience
- Master’s Degree or other advanced degree preferred
Experience:
- Minimum of 5 years of experience in market research, preferably for an OEM, agency or service provider to the automotive industry
- Working knowledge of US automotive industry and products preferred
- Experience managing direct report(s) preferred
- Proven ability with comprehensive reporting analysis and statistical disciplines
- Experience and expertise with Qualtrics strongly preferred
Skills:
- Excellent interpersonal, communication and presentation skills
- Strong team player who works well with others and contributes readily to department and corporate goals
- Strong analytical, project management, and story-telling skills
- Ability to effectively and persuasively present research results and recommendations to Executive audiences
- Proficient computer skills including all Microsoft office applications – especially PowerPoint and Excel
- Experience using SPSS, Mtab, or equivalent statistical analysis package
- Ability to manage and oversee several research projects at once
- Highly organized and strong attention to detail
- Ability to work and make decisions independently
- Ability to travel domestically and internationally for up to 2 weeks at a time
- Responsible for the proper usage, awareness, and compliance with IT, data security, confidentiality, and document retention policies at Porsche
In addition to salary, individuals may be eligible for a discretionary performance bonus. Our full suite of benefits includes:
- Paid Vacation
- Paid Holidays
- Paid Sick leave
- 401(k) match
- Medical, dental and vision coverage
- Tuition and certification reimbursement
- Life Insurance
- Short and Long Term Disability Coverage
- Subsidized gym membership program
- Subsidized Porsche and VW leasing programs
Physical Requirements
- While performing the duties of this job the employee is required to talk, hear, walk, sit, stand, climb stairs on occasion with prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift 15 pounds at times.
- Must be able to effectively work and complete tasks in an open office/noisy environment.
Porsche is an equal opportunity employer and we take pride in our diversity. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Porsche will be based on merit, qualifications and abilities. Porsche does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, pregnancy, status as a parent, national origin, age, disability, family medical history, ancestry, medical condition, genetic information, sexual orientation, gender, gender identity, gender expression, marital status, familial status, registered domestic partner status, family and medical leave status, military status, criminal conviction history, or any other characteristic protected by federal, state or local law.
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