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The Moderator is responsible for developing and delivering 20 Group Meetings and In-dealership Consulting engagements as appropriate while supporting Retail Solutions' business initiatives. This role ensures client success by combining expert facilitation with NCM's mission, vision, and values. Moderators act as trusted advisors to group members, driving engagement, accountability, and operational excellence. By fostering collaboration and maintaining deep industry expertise, the Moderator plays a critical role in helping clients achieve sustained performance improvement.
Duties and Responsibilities
Group Facilitation & Delivery
o Develops and delivers a minimum of 6-8 20 Groups and 6 Benchmark Groups annually.
o Facilitates all client meetings in accordance with NCM's best practices and Standard Operating Procedures.
o Ensures consistent facilitation quality across all assigned groups.
o Meets baseline revenue expectations tied to assigned portfolio.
Client Experience & Relationship Management
o Works with NCM team members, vendor partners, and clients to ensure a premium client experience and professional work environment.
o Works directly with the sales team and group executive committees to ensure expedient onboarding of member candidates (CIP).
o Identifies opportunities to enhance client experience and ensures alignment with NCM's mission, vision, and values.
o Supports group health by monitoring engagement, satisfaction, and attendance trends.
o Communicates relevant information to Team Managers and Account Managers at the close of each meeting.
o Upholds fiduciary responsibility to refer NCM products and services when appropriate to improve client operations.
Collaboration & Alignment
o Communicates regularly with Team Managers to ensure alignment with KPI's, revenue goals, and portfolio performance.
o Attends Moderator Team Meetings as scheduled unless in a client engagement.
o Works with Retail Solutions Council to develop yearly initiatives, projects, and programs.
o Supports growth of existing portfolios through referrals, upselling NCM services, and cross-team collaboration.
Industry Expertise
o Works with industry vendors and experts to maintain a current understanding of the automotive industry.
o Maintains advanced knowledge of industry financial statements, business operations, and management best practices.
Compliance & Governance
o Adheres to NCM billing, receipt, and expense submission policies, with immediate reporting of any errors or discrepancies.
o Maintains zero tolerance for falsification, manipulation, or misrepresentation of data.
o Adheres to all legal, HR, and compliance policies during group discussions, including hold harmless standards.
o Follows all federal, state, and international compliance regulations applicable to group operations and client service.
o Complies with internal governance policies (e.g., chargeback policy, attrition reduction targets, group bylaws).
o Conducts all interactions in alignment with NCM's Mission, Vision, and Values, with zero tolerance for unprofessional behavior.
Administrative Excellence
o Completes all assigned trainings.
o Posts and updates all necessary group and client information in Salesforce.
o Maintains strong planning, project management, and time management practices.
Qualifications
• Bachelor's Degree preferred, however requirement may be satisfied with equivalent combination of education and work experience.
• 10-15 years of General Manager or equivalent experience within an applicable industry preferred.
• Industry-applicable management experience considered an asset.
• Advanced knowledge of industry financial statements and financial management best practices.
• Advanced knowledge of business operations and business acumen.
• Advanced capabilities with Microsoft Office.
• Strong time management skills.
• Superior ability to multi-task.
• Strong attention to detail.
• Strong planning and project management skills.
• Strong interpersonal skills.
• Superior customer service skills.
• Demonstrate initiative; be a self-starter.
• Employee must maintain a valid driver's license and acceptable driving record as driving on company business may be required.
• While performing the duties of this job, the employee is routinely required to stand, walk, sit, speak, hear, see and use hands to handle objects.
• Must be able to answer phone and listen and speak with clients and co-workers.
• Ability to travel.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.