Company

Cox Automotive - USA

Job Family Group

Customer Care Group

Job Profile

Director, Client Performance Management

Management Level

Director

Flexible Work Option

Can work remotely anywhere in the specified country

Travel %

Yes, 25% of the time

Work Shift

Day

Compensation

Compensation includes a base salary of $129,100.00 - $215,100.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job Description

***Candidates applying should have freight / logistics operations / auto transport experience since this role is within the Cox Automotive Central Dispatch business unit. 

The Director of Client Performance Management will be responsible for the attainment of their team's objectives to grow, support, and retain customers in a newly launched elevated subscription package.  The Director will develop and establish a new consultative approach and small team to support these customers.  Provide management coaching and strategic leadership by working directly with teams, engaging with clients, and developing appropriate business relationships.  The Director will develop a deep understanding of the business strategy, and client needs, to drive collaboration and execution of company initiatives.  To succeed in the Director of Client Performance Management role, one must work effectively in a fluid, fast-paced environment, formulate retention plans and remove barriers to revenue retention and growth objectives. The Director will be frequently called upon to manage client relationships, evaluate and resolve client concerns, and work with their team to maintain optimal revenue and platform usage by clients.

Primary Duties and Key Responsibilities:

Develop and implement new consultative approach to support customers in newly launched elevated subscription package

Use insight and consultative selling techniques to provide feedback to clients on industry trends, strategies, and challenges

Interact directly with "at-risk" customers to reinforce the product value, increase utilization, and reduce churn impact.

Provide oversight and consultation, helping team address and resolve high-impact, complex and/or cross-departmental problems

Play a leadership role in creating a culture of performance and success, with ongoing business and goal achievement

Drive consistent focus on achieving KPIs related to customer engagement, account expansion, upselling, and revenue enhancement

Develop team by providing practical, timely, and consistent feedback; identify training and development needs

Independently and collaboratively strategize for solving client level challenges

Work and maintains relationships with internal departments (Product, Engineering, Marketing, Sales, Operations, Legal, Finance etc.), particularly in the areas of client retention, client needs, and client upselling

Perform other duties as assigned or needed

Qualifications:

Bachelor’s Degree and 10 years of experience with at least 5 years of experience in a leadership role.  The right candidate could also have a different combination, such as a Master’s Degree and 8 years of experience; a Ph.D. and 5 years’ experience in a related field; or 14 years’ experience in a related field. 

Proven experience and ability to build and maintain collaborative and effective cross-departmental, multi-functional, and client relationships

Knowledge of and experience in automotive logistics strongly preferred

Knowledge of automotive industry trends, customer behaviors, and enabling technological capabilities strongly preferred

Strong leadership, interpersonal, communication, project management, strategic thinking, influence, and organizational skills

Experience building and growing teams

Exceptional organizer in the delegation of team responsibilities and process

Proficient in Microsoft suite of technologies, screen share technologies, and other relevant software systems

Willing and able to travel as needed and required (up to 50% day or overnight trips)

Safe drivers needed; a valid driver’s license required

Core Competencies Critical to success in this role:

Customer Focus: Alignment of activities and resources around a clear understanding of customer desires and how to help customers achieve their goal

Analytical Thinking: Possesses the knowledge and ability to apply effective analytical techniques and tools. Analyzes issues, determines the root cause, and creates solutions.

Business Acumen: Understands the industry and leverages that understanding to maximize results, limit risks, and effectively contribute to the team, department and/or broader organization.

Focuses on Execution: Establishes challenging goals designed to deliver exceptional business results. Tracks and broadcasts progress and accomplishments. Works tenaciously to overcome obstacles and meet or exceed goals.

Drug Testing

To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.

Benefits

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.

About Us

Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. 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. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

Application Deadline: 09/29/2024