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About the Role
This role involves strategic planning, performance oversight, relationship management, and ensuring member satisfaction within the automotive industry. You will evaluate resource requirements, monitor performance, build strong relationships with partners, and ensure a high level of service for members.
Responsibilities
- Evaluate area resource requirements and performance improvements by analyzing metrics to determine where additional facilities are needed or performance improvements are required.
- Screen and evaluate potential partners and present a role and benefits preview.
- Facilitate the filing and completion of AAA contracts and requirements for joining the program.
- Assess and ensure minimum facility requirements are met and that the contractor or repair shop provides high-quality service.
- Manage the contract renewal process based on Club policies and contractor or repair shop performance.
- Create a regional business plan to reach annual determined targets and manage performance in the assigned area to meet these targets.
- Monitor performance measurements and practices to determine inefficient processes and identify opportunities for improvement.
- Offer and promote alternative solutions and take steps to implement them.
- Communicate KPIs relative to performance standards, discuss scores, and assess trends over time.
- Develop analyses for contractors as needed to better understand trends and identify opportunities to grow their business.
- Promote AAA programs.
- Document performance issues and recommend appropriate actions for improvement.
- Develop and maintain strong relationships to ensure compliance, performance, and reinforce AAA programs.
- Orient new facilities on AAA operations, procedures, Key Performance Indicators (KPI), compensation, and other related topics.
- Coordinate training for employees of new contractors on AAA ERS procedures, AAA Systems and Technology, and member service expectations.
- Ensure a consistent, high level of service is provided to Members.
- Maintain proper coverage to ensure desired service levels are met.
- Conduct investigations on damage and service complaints by gathering pertinent information and data from members and contractors.
- Identify the level of involvement needed and delegate the resolution of the complaint or claim to relevant business line staff as needed.
- Provide input on any necessary mediation and measures necessary to settle issues and ensure member and customer satisfaction.
Requirements
- Experience with B2B and B2C sales.
- Passionate and knowledgeable about the automotive industry, including automotive repair, batteries, and emergency roadside service.
- Business skills including understanding of basic accounting principles.
- Strong interpersonal skills and proven ability to manage business relationships and performance.
- Proficiency with Microsoft Office products, CRM tools, and ability to effectively navigate multiple systems.
- High level of organization and strong written and verbal communication skills.
- Ability to travel as needed and maintain a valid NYS driver’s license with a satisfactory driving record.
- Ability to work evenings, weekends, and holidays as needed.
- Regular travel within Club territory, with overnight travel as needed.
- Ability to perform routine office tasks that includes operating a computer for long periods of time, sitting, filing and communicating on the phone.
- Ability to perform all physical functions consistent with travel including sitting in airplanes and driving for long periods of time.
- Must be able to lift, carry, push, pull a maximum of 30 lbs.
- This position does not offer visa sponsorship now or in the future.
Skills
- Strategic Planning
- Performance Oversight
- Relationship Management
- Member Satisfaction
- Automotive Industry Knowledge
- B2B Sales
- B2C Sales
- Basic Accounting Principles
- Interpersonal Skills
- Business Relationship Management
- Performance Management
- Microsoft Office Proficiency
- CRM Tools Proficiency
- System Navigation
- Organization
- Written Communication
- Verbal Communication
- Travel Adaptability
- Valid NYS Driver's License
- Satisfactory Driving Record
Work Type
- Hybrid Work Opportunity
Salary/Compensations
- $62,500 - $71,000
Benefits
- Medical Insurance
- Health Spending Account (HSA) with company match
- Paid Time Off
- Pre-Tax & Roth 401(k) plan with company match
- Flexible Scheduling
- Dental and Vision Insurance
- Life and AD&D Insurance
- Tuition reimbursement & company-paid training programs
- FREE AAA membership & travel / product discounts
- Company Paid Short-term & Long-term disability
- Paid Volunteer Time Off
- Flexible Spending Accounts