Dealer Performance Manager

Job Description

Job Description

Company Description

For more than 25 years, MSX International has been a dedicated partner to leading automotive brands around the world. We support them in transforming their businesses and in managing their operations across the areas of Customer Experience, Repair Optimization, Learning and Insights. We focus on helping our clients generate more value for their customers. With over 5,000 employees based in more than 80 countries worldwide, our teams provide industry-leading expertise. We have combined our deep industry expertise with cutting-edge technology solutions to help our automotive clients increase revenue and reduce costs, while enhancing operational efficiency and improving customer satisfaction.  Our goal is to help our customers reach their full potential and to excel as their global partner of choice.

Job Description

Summary

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.

Day-to-Day Responsibilities

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 these changes are effectively integrated, train new employees, improve existing processes, and introduce best practices. Throughout these visits, review coaching progress and overall progression or recession 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 & Relationship Management

Communication : Maintain regular, proactive communication with Executive, Service, and Parts management teams to ensure the successful implementation of action plans, address issues that arise, 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.

Best Practice Implementation

Best Practice Implementation : 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.

OEM / Regional Alignment

OEM / Regional Alignment : 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.

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

Development & Continuous Learning

Development & Continuous Learning : 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.

Qualifications

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 plans.

Experience : Minimum of 3 years of experience in dealership operations, OEM field operations, process improvement, or a related field; prior experience driving measurable improvements in profitability, $ / RO, RO volume, customer retention, or parts growth is strongly preferred.

Skills

• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills, including the ability to lead data-driven discussions with Dealer Principals, General Managers, and Fixed Operations leadership.
• Proficiency in using virtual communication tools (e.g., Microsoft Teams) for dealer and regional engagement.
• Ability to work independently, manage a travel-heavy schedule, and prioritize multiple dealers and initiatives effectively.
• Ability to leverage relationships to identify and sell the business case for change, handling resistance constructively and building trust.
• Experience analyzing data from dealer financials, RO detail, and operational assessments to establish focused improvement action plans tied to CP P&L, $ / RO, RO count, loyalty, and retention.
• Experience implementing service advisor selling systems and overall process improvement solutions at the aftermarket or retail level.
• Ability to understand, establish, and implement effective metrics and scorecards to keep dealerships focused on growth, ROI, and sustainment.

Physical Requirements

Additional Requirements

Travel Requirements

Travel Requirements : The Dealer Performance Manager must be available and willing to travel approximately 80% of the time.

Additional Information

MSX International is an Equal Employment Opportunity Employer committed to employing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran status, age, or any other characteristic protected by law.