Description:
Your role: The Dealer Facilities and Customer Experience Manager at General Motors Middle East is responsible for overseeing the opening, closing, and renovation of dealer facilities, ensuring alignment with GM’s corporate identity standards. This role focuses on optimizing facility capacity, maintaining the facility register, enhancing facility image, and preparing dealerships for electric vehicle (EV) readiness and omnichannel integration.
What You'll Do:
The successful candidate will be responsible for the following areas:
Dealer Facility Management:
- Oversee the opening, closing, and renovation processes for GM dealer facilities.
- Ensure all facility projects meet GM’s design and operational standards.
- Coordinate with internal and external stakeholders to manage timelines, budgets, and quality of facility projects.
Facility Image and Corporate Identity:
- Implement and maintain GM’s corporate identity across all dealer facilities.
- Ensure that all dealership facilities reflect GM’s brand standards and image.
- Conduct regular facility audits to ensure compliance with corporate identity guidelines.
Facility Register and Capacity Optimization:
- Maintain an accurate and up-to-date register of all dealer facilities.
- Analyze dealership capacity and optimize space utilization to enhance operational efficiency.
- Develop and implement strategies for improving dealership throughput and customer flow.
EV Readiness:
- Prepare dealer facilities for the integration of electric vehicles (EVs), including infrastructure and technology upgrades.
- Ensure all dealerships are equipped with the necessary tools and training for EV sales and service.
- Monitor and report on the progress of EV readiness across the dealer network.
Omnichannel Implementation:
- Support the integration of omnichannel retail strategies within dealer facilities.
- Work with dealers to implement seamless online-to-offline customer experiences.
- Ensure that facilities are equipped to handle modern customer expectations for digital and in-person interactions.
Customer Experience Enhancement:
- Develop and implement initiatives to improve the customer experience at GM dealerships.
- Monitor customer feedback and satisfaction metrics to identify areas for improvement.
- Collaborate with dealers to adopt best practices for customer service and engagement.
Stakeholder Communication:
- Serve as the primary point of contact for dealer facility and customer experience inquiries.
- Facilitate communication between GM, dealers, and third-party vendors involved in facility projects.
- Provide regular updates to senior management on facility status and customer experience initiatives.
Additional Job Description
Your Skills & Abilities:
Education:
- Bachelor’s degree in Business Administration, Architecture, Design or a related field. Advanced degree (e.g., MBA) preferred.
Experience:
- Minimum of 5 years of experience in facility management, retail operations, or customer experience roles within the automotive industry.
- Proven track record in managing large-scale facility projects and enhancing customer experiences.
Skills:
- Strong project management and organizational skills.
- Excellent communication, negotiation, and interpersonal skills.
- Ability to analyze data and develop actionable strategies.
- Proficient in using facility management software and MS Office Suite.