Job Description
Lexus Experience Support Analyst
Rank 4
Scarborough, Ontario (Hybrid)
Deadline: Please apply by October 28th, 2024
Toyota Canada Inc. (TCI) currently has an exciting opportunity for a Lexus Experience Support Analyst to join our Lexus Division. This is a full-time opportunity within the Lexus Experience Centre of Excellence reporting to the Manager of Lexus Experience. The successful candidate will work closely with the Manager to develop & maintain an industry-leading Guest experience at all touchpoints with the Lexus brand, with a primary focus on data analytics and dealer-facing guest experience programs.
What We’ll Bring:

Company & Culture

• A hybrid work environment
• A work environment built on teamwork, flexibility and respect
• Professional growth and development programs to help advance your career
• A focus on respect for people and continuous improvement
• Summer Hours – condensed work week during the summer

Benefits

• Competitive compensation package including bonus
• Extended health care and dental benefits effective immediately
• Company pension plan with additional employer contributions
• Associate vehicle discount program
• Reimbursement programs (tuition & fitness)
• Paid holiday shutdown and competitive paid time off benefits
• Sabbatical leave program

What You’ll be Doing:

The Lexus Experience

• Lead, design, and optimize the collection, consolidation, visualization, report out and sharing of actionable insights leveraging collective Customer Experience data to build the Lexus Experience strategy
• Support the North Star of the Lexus Experience and continually optimize in light of changing market conditions

Lexus Dealer Performance

• Lead, control, manage and continually improve the day-to-day Lexus Pursuit of Excellence program, including program maintenance, KPI reporting, and engaging with Dealers to drive improved performance
• Plan and organization of the Lexus Pursuit of Excellence Dealer Trip Award in direct collaboration with the Lexus Division Director
• Lead, define and control Lexus Experience Standards Payment Program (LESP) through consolidation of dealer audits, provision of tools for field staff in support of dealer conversations
• Continually improve LESP through updating, optimization, and clarification of guidelines with changing Guest and best-in-class expectations
• Manage the budget for Pursuit of Excellence and the Dealer Lexus Experience Standards Payment (LESP) program, to ensure budget accuracy and payment functions on a monthly basis with proper reporting
• Manager vendor relations: Trip, Conferences, Venues for training events, brand experiential events and others as required, to deliver efficient and world class events for our dealer-partners

Lexus Academy 2.0

• Plan the collective training calendar (product, sales, professional) and logistics for all training events
• Build and deliver a Lexus Academy certification program that is easily measurable and effective
• Hold Dealers accountable to their full participation in ongoing training events, at all levels of each dealership, including managing registrations and certifications
• Develop, establish and manage all training budgets required for the Lexus Academy, including the dealer cost recovery through the invoicing process

What You’ll Bring:

• University degree in business management, with data analysis, social sciences, education and/or training as additional assets
• 5+ years of related experience; experience within the automotive industry is considered an asset
• Solid knowledge of the Canadian automotive marketplace
• Passion for Customer/Guest experience, with proven ability to design, build and optimize customer experience and training programs
• Highly fluent in data analysis (excel, BI, Database, Learning Management System)
• Superior organization skills including project management
• Proven strength in multi-tasking
• Self-starter
• Accounting and bookkeeping knowledge/skills
• Bilingualism (French/English) an asset

About Us
Toyota Canada Inc. is the exclusive Canadian distributor of Toyota and Lexus vehicles. Toyota Canada’s head office is in Toronto, with regional offices in Vancouver, Calgary, Montreal and Halifax. Toyota parts and accessories are distributed through TCI’s Parts Distribution Centres in Bowmanville and Vancouver. TCI supports over 287 Toyota and Lexus dealers in Canada with services that include training, sales, marketing, environmental and customer satisfaction initiatives.
What Sets Us Apart?
A focus on people, passion for Toyota, innovation and continuous improvement have made us an award-winning company, recognized worldwide for our technological leadership and superior standards of quality, community involvement and environmental responsibility.
What You Should Know:
Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. We are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business. Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, or any other characteristics protected by law. Please advise us at any point during the recruitment and selection process or your employment if you require accommodation.

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Please refer the Job description for details