Corporate CSI/Customer Experience Director

Oversees the strategy for Sonic Automotive, EchoPark and Powersports Customer Experience and Hospitality initiatives. Directs policies, objectives, and initiatives related to the customer experience and OEM requirements. Develops procedures, policies, and playbooks for OEM-provided initiatives, and oversees independent initiatives, vendor management, and survey development. Acts as the primary interface for customer experience metrics in sales and service for Sonic Automotive's retail network. Leads and directs data mining, information analysis, troubleshooting, and action planning to improve scores to meet or exceed benchmarks.Key ResponsibilitiesOversee team in identifying underperforming dealerships, using reports to pinpoint issues and prepare improvement analysis. Shares findings with VP of Manufacturer Relations, Executive VP, and field leadership.Conduct site visits at underperforming stores. Collaborate with management to review analytics and observations in order to formalize action plans to improve performance. Monitor and assess the implementation of these plans to determine their success rate. Schedule Teams Meetings post visits to review analytics with the team and follow up on teammate’s Moments of Truth training.Manage relationships with OEM partners, act as the main corporate contact for their national and regional reps, and establish metrics and targets for CSI reporting (green standard). Oversee the collection, reconciliation, reporting, and correspondence of CSI data. Administer dealership and teammate recognition for outstanding guest experience performance.Responsible for month-end close CSI performance reporting for all divisions.Assist Brand Vice Presidents with CSI performance by providing tracking and forecasting reports, conducting in-depth analysis, and making informed recommendations.Administer and develop surveys unrelated to OEMs for independent analysis as needed.Oversee and improve Echo Park's strategy for customer satisfaction and experience. Conduct monthly EchoPark Teams Call with General Managers and Guest Loyalty Specialists.Partners with the Training team to facilitate manufacturer relations training across all of Sonic’s academies. Collaborates with Corporate Communications to provide CSI content for the monthly company video.