Detroit Metropolitan Area
Christopher is currently working for Stellantis as Senior Customer Satisfaction Analyst. He is J.D. Power liaison/SME responsible establishing syndicated studies within global markets. Christopher has 31 years of automotive industry experience, including various roles with Stellantis, Volkswagen, General Motors and Saturn. His background - both headquarters and field operations - includes sales, service & parts dealer operations, dealer training, call center, business management, network development, customer experience, warranty, vehicle distribution and parts supply chain. Christopher is a customer experience “visionary” and cultural transformer with a record of delivering sustainable results, while promoting people centricity and behavioral change. Persuasive leader and collaborator within multi-cultural and diverse organizations. Enabling leader and empowering team builder who values empowerment, accountability, development and growth. Intuitive analyst and strategist, agile problem solver, innovative thinker and detailed project manager with exceptional communication skills (written, oral and presentation). Effective implementer, contributor and decisive decision maker within groups and individually.
J.D. Power liaison/SME responsible establishing syndicated studies within global markets. Communicate the conclusions of its analyses to the Brands, Regional and Corporate teams and contributes to the definition of priority themes and objectives. Provide a clear picture of the customers perception, level of satisfaction about the quality of service, and of our position compared to competitors and guide the definition of quality priority action plans. Renew study contracts annually in existing markets and evaluate potential markets currently not being surveyed.
Responsible for field ops execution of customer experience strategy and dealership performance relative to Customer First Award for Excellence. Lead and support field personnel, ensuring dealer engagement and success in key focus areas: retail training, facility & branding elements, sales & service process orientation, employee engagement and reputation management. Additional responsibilities include onboarding training plan and train-the-trainer workshops for Heads of Customer Experience.
Led a team of instructors and brand managers responsible for developing and delivering the after sales training curricula for FCA brands. Oversaw the learning and development annual certification for 21,000+ dealership service, parts and warranty personnel. Partner with Parts & Accessories (MOPAR), Technical Service Operations and Customer Experience to ensure alignment with corporate objectives. Implemented learning solutions to develop world-class dealership personnel, who increase sales and retention through an elevated customer experience.
Aftersales Manager responsible for Parts and Accessory Sales, Customer Experience, Brand Market Share and Dealer Profitability.
Southcentral and Southeastern Regional Manager responsible for corporate sales objectives related to wholesale of parts and accessories. Other responsibilities included: increasing dealer profitability, warranty expense management, parts & labor sales growth and CSI.
Latin America, Africa and Middle East Regional Manager for The GM Difference—a global, process-driven, customer experience initiative. Key responsibilities: managing all strategic customer satisfaction activities, developing key CSI improvement strategies, identifying the impact of GMD on dealership financial performance, ensuring strategic and performance alignment across key global markets and increasing regional customer satisfaction targets.
Parts & Accessories Manager responsible for corporate sales objectives related to the wholesale of parts & accessories.