Utilization Manager Jobs in Toronto, ON (NOW HIRING)

Dealer Development Manager

(This is Mat leave coverage contract for 18 months)

Mercedes-Benz Canada needs stars like you!

Mercedes-Benz is the world's first automotive brand, and remains at the cutting-edge of sustainability, design, digitalization, connectivity, technology, fashion, and popular culture.

The iconic three-pointed star is always looking for the best and brightest. We are seeking individuals who want to be in the driver's seat of transformation, working alongside talented colleagues who represent the Mercedes-Benz values.

Do you want to be part of writing the next chapter of the Mercedes-Benz story?

How your role will add to the story:

The Customer Services Dealer Development Manager is the subject matter expert within the Customer Services Business Development team for all Digital Service Drive initiatives, XENTRY Ecosystem implementation and adoption, and service-related programs, including Service Advantage, Mobile Service, Express Service, and future digital customer experience initiatives.

This role is responsible for leading the strategy, implementation, adoption, measurement, and continuous improvement of digital service solutions that enhance dealer performance, improve customer satisfaction, increase service retention, and generate aftersales revenue growth. The position collaborates closely with Headquarters, internal stakeholders, dealers, and external vendors to ensure successful program execution and alignment with Mercedes-Benz business objectives.

A day in the life

Digital Service Drive Programs (40%)

• Act as the business lead and subject matter expert for all Digital Service Drive initiatives.

• Develop and execute long-term strategies for digital service drive technologies and customer-facing solutions.

• Work with external vendors (e.g. XTime, CDK, Kimoby, PBS, Tekion) that supply products or services to the dealer network and develop strategies to improve dealer performance and drive revenue-generating initiatives.

• Identify and implement available internal digital tools (e.g. XENTRY Ecosystem) while harmonizing with local third-party solutions where practical.

• Monitor dealer utilization and adoption of digital service solutions and develop action plans to improve performance.

• Analyze performance metrics and identify opportunities for continuous improvement.

• Manage all vendor relationships, contracts, procurement activities, invoicing, budgeting, and administration.

• Provide dealer consultation, training, and operational support to maximize program effectiveness.

Local Service Program Development and HQ Initiatives (30%)

• Act as the business lead for Service Advantage, Mobile Service, Express Service, and future service-related programs.

• Develop rollout plans, communications, and implementation strategies.

• Ensure dealer readiness and successful program execution.

• Monitor program performance and measure business outcomes.

• Collaborate with Headquarters to support continuous program enhancement.

• Share best practices and success stories throughout the dealer network.

• Support the development of standards, operational processes, and performance benchmarks.

• Prepare executive reports and presentations for senior management and Headquarters stakeholders.

• Ensure alignment with Mercedes-Benz customer experience and service excellence standards.

XENTRY Ecosystem Implementation and Dealer Adoption (25%)

• Lead implementation and rollout activities (e.g. MMC App Scheduling) for XENTRY Ecosystem solutions across the dealer network.

• Act as the primary liaison between Headquarters, dealers, vendors, and internal stakeholders on all XENTRY-related initiatives.

• Develop implementation plans and dealer readiness assessments.

• Monitor project milestones, identify risks, and coordinate issue resolution.

• Support dealers with system integration, process enhancements, and operational best practices.

• Track dealer adoption and utilization and provide recommendations to improve performance.

• Gather dealer feedback and communicate improvement opportunities to Headquarters.

Parts and Service Satisfaction Research (5%)

• Act as the business lead for Parts and Service Satisfaction research initiatives.

• Analyze customer satisfaction survey results and dealer performance metrics.

• Develop and support action plans to improve Parts and Service Satisfaction results.

• Monitor dealer performance against established customer satisfaction targets.

• Prepare reports and presentations highlighting key findings and recommendations.

Vacancy Status: This posting reflects an approved, current vacancy and will be filled on a fixed-term contract basis for approximately 12 months to cover a maternity leave within Mercedes-Benz Canada.

Posting Range: $82,909 - $114,000

Mercedes-Benz Canada is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. While we thank every applicant for their interest in joining our iconic brand, we will only contact applicants selected for an interview.

If you require accommodation because of a disability, please reach out to mbcrecruitment@mercedes-benz.ca and we will work with you to meet your needs throughout the recruitment, assessment, and selection process as applicable.

Testimonials from several Mercedes-Benz Canada stars, from an intern to an executive:

"Mercedes-Benz is more than a car brand; it's a futuristic, technological brand continuing to research and evolve its strategy as a digital and luxurious company, all while championing sustainable initiatives."

"This company grants its members the opportunity to professionally grow and discover the extent of the brand and its presence in all countries. You are granted the opportunity to drive innovation in several sectors, as this company allows you to take your career wherever you like with our very robust framework of opportunities, whether it's rotations, international assignments, education programs and more."

"As an intern, I feel a great sense of responsibility and accountability at Mercedes-Benz. The high level of responsibility and contribution found in our internship programs is unlike my experience anywhere else."

"Most people, if not everyone, seek a great balance of life at work and outside of it. At Mercedes-Benz, not only does your work life grant you exciting opportunities, but you are also afforded great understanding of your time outside of work - including the right to disconnect."

"Working for Mercedes-Benz, it's certainly the brand and the pillars - but at the end of the day, once you're in, it's about the people, the experience, diverse cultures and backgrounds, everyone's experience driving in one direction."

Mercedes-Benz Star skills, requirements & traits:

• Degree in Business Administration or a related technical discipline.

• Minimum 5 years of management experience within an automotive dealership or OEM environment, including at least 3 years in customer service.

• Demonstrated knowledge of Mercedes-Benz products, systems, and processes, or equivalent experience with an established automotive manufacturer.

• Experience using project management and reporting tools (e.g., Power BI, Copilot Project, or equivalent).

• Strong understanding of dealership service operations, aftersales business processes, digital service platforms, service lane technology, and customer experience management.

• Strong analytical, problem-solving, stakeholder management, and communication skills.

• Excellent interpersonal, presentation, and relationship-building abilities.

• Proven ability to manage multiple priorities in a fast-paced environment while meeting strict deadlines.

• Bold, innovative and enjoy challenging yourself

• Honest and professional, a strong team player

• Big picture thinker, go-getter, self-starter

Being a Mercedes-Benz star has its benefits:

• Commitment to inclusion & diversity

• Engaging corporate culture

• Ever-evolving brand strategy granting opportunities to build business acumen

• Training development and career growth opportunities

• Benefits to support work-life balance/integration

• A strong portfolio of corporate social responsibility initiatives

• State-of-the-art working facilities

• Vehicle purchase and experience programs

• Comprehensive health, dental, and pension programs

• Recognition rewards and discount programs