Kevin Lam Email & Phone Number

Mississauga, Ontario, Canada

Overview:• Oversee Aftersales service technology for Nissan / INFINITI dealerships across Canada to improve operation efficiencies, increase AS revenue, and enhance overall customer experience in the service journey.• Manage dealer technology tools including service lane tablet solutions, financing solution for parts and accessories, valet pickup/and drop off service, and recall automation. • Managing the incentive budget for dealer technology programs.Vendor & Agency Management:• Establishing and maintaining positive relationships with key vendors and agencies.• Clearly communicating expectations to vendors, resolving issues, and providing timely updates. • Monitoring dealer performance with vendors and reviewing key performance metrics, addressing performance issues, and implementing improvement plans.• Reviewing and negotiating contract terms, including pricing, and service levels.Reporting & Communication:• Analyzing dealer performance metrics on technology tools such as: Effective Utilization, Customer Pay impact, and Retail Sales Effectiveness.• Preparing and presenting monthly performance review updates on dealer technology tools to upper management and executive team.• Coordinating and preparing monthly Aftersales Subcommittee meetings. • Prepare bulletin communications and cascading relevant information to the field team and network.

Mississauga, Ontario, Canada

Project Management / Business Development:• Assist in developing and promoting new service contract related products for the Canadian market (ie. off-make program, subscription services, EV programs) by taking an active lead in identifying competitive positioning, market trends and reviewing existing portfolio performance. • Assist in developing and managing new sales channels for NCESI products through the OEM website, telematics, service lane, Direct-to-consumer CRM campaigns.• Oversee presentation materials for executive team such as performance review decks, future programs/projects and forecasting, including proposals and business cases. • Manage new and current marketing materials and coordinating with various marketing vendors and agencies.Performance Management & Reporting:• Monitor and analyze overall NCESI performance KPIs, including dealer and field performance levels, tracking annual objectives, and sales programs.• Create Performance Dashboards to track NCESI product penetration performance.• Own daily/weekly/monthly reporting and be the point of contact for management, field team, and dealers.• Implement sales reporting framework into Tableau Server to facilitate access to data. • Perform ad-hoc analyses to support executive decision making and various departments.Incentive Programs:• Work with Business Development Manager to develop monthly and quarterly program proposals, set business plans and assess ROI for incentive dollars spent.• Administer and reconcile monthly payments for sales and dealer incentive programs.• Prepare dealer sales bulletins and other supporting marketing materials to promote product sales to internal staff, dealers, and field team.

Mississauga, Ontario, Canada

Project Management:• Supported product launch activities that included product configuration decision, pricing proposals, competitive positioning, customer profiling, and production supply and allocation recommendations.• Supported the Canadian launch of the all-new INFINITI QX55 and QX60 models. Scheduled and lead project meetings with various departments and executive members to ensure the success of each launch.Product Management:• Revamped/improved the Vehicle Pricing & Ordering Guides of each INFINITI model for easier understanding of product grades walks and year-over-year feature changes.• Communicated and conducted product walkarounds to various audiences such as dealership sales team, vendors, and agencies.• Worked closely with advertising agencies and related functions to ensure all marketing and product messages were accurate and met branding requirements.• Reviewed/ensured the accuracy of marketing materials, which included dealer-training materials, regional advertising content, product brochures, television footage etc.Sales Performance & Marketing:• Produced monthly/ad hoc reports related to inventory and retail volume by carline and competitive set.• Launched a new live retail and inventory Tableau report, which allowed District Operations Managers to monitoring regional retail volume, inventory levels, and trim mixes.• Supported the development and implementation of marketing plans for assigned models in support of sales, profit and brand objectives.Vehicle Pricing & Systems Management:• Populated/maintained key in-house data systems on Mainframe with vehicle specifications and pricing, which was essential to successful ordering, wholesaling, presentation and retail of vehicles.• Authored and ensured the accuracy of pricing sticker information for prospective buyers on a vehicle's specification, pricing, fuel consumption, expectations, and environmental data.

Mississauga, Ontario

• Analyzed, tracked, and monitored key metrics such as MSRP, packaging, C&I spend of key competitors to assist in providing pricing and retail incentive insights.• Assisted in preparation of costing estimation models for monthly incentive programs.• Prepared monthly sales bulletins for INFINITI's dealer network across Canada.• Prepared and supported closing activities such as month-end reports and accruals.• Managed the sales incentive program, INFINITI Bonus Program: Tabulated, analyzed, and administer transactional incentives and sales program payments to dealers; responsible for auditing payments and developing proper processes/systems to ensure payment accuracy.• Actively work cross functionally and present analysis/recommendations to various teams such as Sales, Finance, and Marketing Operations.• Respond to email inquiries from dealer operations managers related to incentive programs and payments.• Maintained and updated monthly special offers and pricing content for the INFINITI.ca website.• Assist in special projects and Ad Hoc reports as required i.e. developing a Tableau based data warehouse to assist in the creation of real-time market activity reports and trend reports.

Mississauga, On

Automotive Aftermarket & Power Tools Divisions:• Successfully co-launched a new sales tool for the Automotive Aftermarket sales team for the US market. Managed the project from beginning to end and collaborated with various team members in the US to ensure a success launch. • Created and implemented new dashboard reports for the Power Tools division, which enabled a more visibility and deeper analysis to tracking regional sales and financial performance of the divisions. • Supported the Area Sales Managers in vendor meetings by providing insights using dashboard reports on their business performance with Bosch.• Worked closely with the sales marketing and finance teams for continuous improvement on finding best practices for analysing business performances through PowerBI dashboards. • Lead PowerBI training sessions to enable various teams from Bosch Canada to adopt and learn the tool.

Mississauga, On

Automotive Aftermarket Division:• Successfully designed and launched a new data-driven sales tool for the Automotive Aftermarket sales and marketing team in Canada. • Supported the sales and marketing team to identify potential business opportunities and new customer acquisition projects.• Managed and prepared internal and external presentation decks.• Supported customer warranty related tasks and activities.

Toronto, On

• Conducted market research for business leads and opportunities for the sales pipeline• Provided administrative support and other back-end office work• Assisted operations; organizing warehouse facility and customer facing deliveries

Toronto, On

• Implemented various digital marketing plans, strategies, and tactics to increase consumer reach and engagement on social media outlets.• Contributed in 2 Kickstarter campaigns, raised over $100,000 in funding with over 300 backers.• Engaged in customer support through CRM tools; MailChimp, Shopify, Facebook, and ZohoMail.• Utilized Hootsuite, Google AdWords, and Facebook Adverts for digital campaigns.• Developed and managed promotional video/image content for the brand.

Toronto, On

• Assisted stage manager in organizing practical and technical aspects of rehearsals/show• Communicated and assisted scheduling with director, cast, crew, with over 50+ performers• Assisted in planning and organization of equipment/setup• Provide excellent service and care to guests and performers

Toronto, On