The Sr. Director ? Client Engagement Strategy, operating as Customer Experience Program Management, reports directly to the VP of Professional Services and will play a key leadership role in P&L for business units whose enterprise clients require design of uniquely configured cross-Cox Automotive solutions and coordinated delivery processes to enable seamless and transparent digital and in-store consumer experiences.? This role will lead and own responsibility for setting and executing short- and long-term strategy for capturing increased revenue through dealer adoption of practices and technology that improve the customer experience in addition to generating revenue through monetization of Professional Services consultancy and program management.? Professional Services clients comprise Cox Automotive enterprise OEM, lender, commercial and large dealer group clients requiring complex configuration, integration, new development and end-user adoption support to shape and achieve their business strategy.? This person will need to possess strong organizational skills while utilizing their deep relationships and knowledge of the products, services and automotive industry.? This candidate will be a proven operations and industry leader who exhibits confident leadership, clear communication, positive results and the ability to influence client C-suites and Cox cross-functional, multi-business unit teams. Working cross-functionally, this role will lead the co-solutioning discovery, design and delivery processes for uniquely configured cross-Cox Automotive solutions.? Solutions may include configurations or integrations across Cox Automotive or 3rd party websites, inventory listings, digital retailing, CRM, F&I applications and menu selling, e-Contracting, and sales or service appointment scheduling tools to deliver improved dealership consumer experiences in both variable and fixed operations.? Leveraging in-depth knowledge of online and in-store consumer shopping, purchase, and ownership behaviors, along with broad functional knowledge of Cox Automotive and competitor technology and services, solutioning will entail multiple products and services and require interfacing directly with leadership across sales, marketing, business units, product, data, technology, finance, legal, data security and enterprise platforms as well as with the client?s cross-functional c-suite and influential end-users. RESPONSIBILITY?PERCENTAGE 1. Own, develop, lead and define the relationships with OEM Client Partners and Enterprise Sales Leaders (lender, commercial, EDP, ESG, ERS, EMS accounts) for all cross-Cox programs in the US and globally where directed by the client.? Own the solutioning process with the client and P&L for Customer Experience Programs, including business case development and accountability, providing input to business units and product roadmaps and serving as the primary point of contact with the client as the overall Practice Leader.?25% 2. Expand existing and create new relationships and business awareness across matrixed partners to align and coordinate cross-functional teams on delivery of goals and client expectations; directly supervise the Solutions Architect and Engagement Leader roles for multiple client programs and reports progress to the cross-Cox SteerCo.? Cross-Cox teams managed for each program include:? product, engineering, marketing, sales operations, sales and customer operations.? Program management ensures business readiness, client readiness, CAF? planning and alignment with multi-businesses on major initiatives as well as day-to-day programs and projects.?25% 3. Lead delivery of products, services and methodologies for enterprise cross-Cox client engagements, collaborating with internal and external teams; through Discovery and Design phases, identify and develop strategies for business development to achieve client outcomes in partnership and aligned with product roadmaps, technology priorities and business unit General Managers to help with increasing integration, profitability and overall satisfaction with these programs.?15% 4. Own and attain revenue objectives while using executive-level judgment to balance the right business and client trade-offs; build and execute monetization models and business case development for ROI attainment (revenue, resource requirements, adoption projections, scalability efficiencies) for Professional Services fulfillment of Customer Experience Programs.? Analyze data and client feedback to configure, operate and optimize campaigns to better meet enterprise client and dealer end-user needs and program objectives.?15% 5. Responsible for enterprise client satisfaction with program execution and outcome.? Advocate for enterprise clients to ensure high quality service at all touch points to maintain trust, loyalty and confidence.? Lead all client escalations and communication across the organization on needs, priorities, investment decisions and retention efforts.?10% 6. Supervise, coach, develop and inspire direct and matrixed team members assigned to program teams, including program management on-site at the client; partner with finance, analytics, client experience, product and sales teams to drive efficient growth.?10% Total?100% Qualifications:15+ years of relevant experience with direct industry experience in OEM/franchise dealer network programs 6+ years direct experience managing complex client/c-suite relationships and supervising matrixed teams 10+ years of team leadership, management and people development BS/BA degree in Business, Engineering or like discipline; MBA or advanced degree preferred Experience working with agile development and track record of forming collaborative partnerships across multiple functional teams for efficient program delivery Experience engaging with account teams using enterprise/strategic account management processes Experience in applying change management effectively to ensure adoption and sustainment of solutions Certifications in relevant consultative account management approaches (e.g. LAMP, Challenger) Proven ability to collaborate and drive results in a fast-paced, matrixed environment Strong analytical and creative problem-solving skills to achieve holistic, systemic solutions Strong executive presence and ability to influence and shape strategy with clients and business leaders Knowledge of OEM and franchised dealer relationship to effectively assess change management needs Ability to assess and balance competing priorities, allocate resources, and generate positive returns Extensive knowledge of solutions and emerging trends in the areas of pricing transparency, online retailing, digital marketing, e-Contracting, in-store processes to ensure seamless experience and adoption, digital analytics, CRM and scheduling tools, consumer credit applications, menu selling, and data security Client C-suite (OEMs, Lenders, Commercial, Dealer Groups) and their end-users at the rooftop Internal customers: Cox Automotive leadership across all business unit and staff functions About Cox Automotive Cox Automotive Inc. makes buying, selling and owning cars easier for everyone, while also enabling mobility services. The global company?s 34,000-plus team members and family of brands, including Autotrader?, Clutch Technologies, Dealer.com?, Dealertrack?, Kelley Blue Book?, Manheim?, NextGear Capital?, VinSolutions?, vAuto??and Xtime?,?are passionate about helping millions of car shoppers, tens of thousands of auto dealer clients across five continents and many others throughout the automotive industry thrive for generations to come. Cox Automotive is a subsidiary of Cox Enterprises Inc., a privately-owned, Atlanta-based company with revenues exceeding $20?billion.? www.coxautoinc.com Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual?s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Statement to ALL Third-Party Agencies and Similar Organizations:? Cox accepts resumes only from agencies with which we formally engage their services.?? Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes. ?
Associated topics: design, engineering, manufacture, product, product manager, production, program manager, quality