Victor Hess Email & Phone Number

Nashville, Tn, Us

Nashville, Tennessee, United States

Responsible for development and implementation of CX products for digital transformation at the dealer and OEM level. Lead cross-functional on-shore and off-shore technical analytics and development teams delivering digital solutions to global automotive OEMs.

Franklin, Tn

Responsible for developing and directing execution of sustained operational processes aimed at elevating client experience and accomplish profitability goals for retailer network of Infiniti US, while spearheading deployment of digital retail solutions. I am overseeing development of patented tablet/mobile showroom sales and delivery tool while supporting retailers across US for effective implementation. I am crafting and presenting comprehensive reports of program performance to executive… Show more Responsible for developing and directing execution of sustained operational processes aimed at elevating client experience and accomplish profitability goals for retailer network of Infiniti US, while spearheading deployment of digital retail solutions. I am overseeing development of patented tablet/mobile showroom sales and delivery tool while supporting retailers across US for effective implementation. I am crafting and presenting comprehensive reports of program performance to executive management for promoting adoption of sales and aftersales digital products. I am managing cross-functional IS teams for optimizing data feed integration with marketing, training, and sales divisions through utilization of agile development methodologies.Below are some of my Key Achievements in this role:Spearheaded launch of first common global sales and service voice of customer platform among alliance brands.Secured average ROI of over 7:1 for retailers by piloting aftersales tablet program launch and retailer adoption to support #1 ranking among luxury automakers in service tablet usage in JD Power syndicated CSI.Attained and maintained #1 ranking in sales tablet usage among luxury automakers in JD Power syndicated SSI study by executing and managing sales tablet innovation initiatives. Show less

Franklin, Tennessee, United States

In my previous role of Senior Manager, Customer Experience Operations & Business Strategy:I executed strategic enhancements for improving service retention and promoting owner loyalty, including facilities, consulting and an annual all-dealer Owner Loyalty Manager Summit. I managed both internal and vendors field teams for accomplishing assigned objectives, while supporting 1,075 dealerships. I conducted regional and dealership consulting and training programs to ensure continuous… Show more In my previous role of Senior Manager, Customer Experience Operations & Business Strategy:I executed strategic enhancements for improving service retention and promoting owner loyalty, including facilities, consulting and an annual all-dealer Owner Loyalty Manager Summit. I managed both internal and vendors field teams for accomplishing assigned objectives, while supporting 1,075 dealerships. I conducted regional and dealership consulting and training programs to ensure continuous process improvement.Below were some of my Key Achievements in this role:Optimized profitability and operational processes for dealership sales and aftersales departments by partnering with over 50 dealerships per year for building and managing dedicated JD Power consulting team.Secured JD Power Syndicated Study Facility Score Improvement in 2015 and 2016 by leading implementation of Customer Experience Excellence dealership assessment program. Show less

Franklin, Tennessee, United States

In my role of Manager, Aftersales Marketing Operations:I spearheaded execution of highly segmented aftersales CRM programs for Nissan and Infiniti dealers delivering services to over 7M owners. I also developed and integrated web-based advanced marketing interface to customize offers for targeted customer segments through utilization of product specific marketing library. I led development and measurement of VIN-based cross-brand service retention model and data base. I managed… Show more In my role of Manager, Aftersales Marketing Operations:I spearheaded execution of highly segmented aftersales CRM programs for Nissan and Infiniti dealers delivering services to over 7M owners. I also developed and integrated web-based advanced marketing interface to customize offers for targeted customer segments through utilization of product specific marketing library. I led development and measurement of VIN-based cross-brand service retention model and data base. I managed marketing call center activities for both Nissan and Infiniti.Below were some of my Key Achievements in this role:Generated increase of 54% in retained VINs from 2010 to 2014, while managing Nissan and Infiniti service retention models and data tracking for over 7M VINs.Drove dealership participation and enrollments by over 10X in contrast to prior levels in both active and passive marketing platform activities. Show less

Pittsburgh, Pennsylvania, United States

In my role of Dealer Operations Manager:I planned, established, and supervised implementation of SOPs for 16 dealerships exceeding wholesale and retail sales goals and expand brand market share. I evaluated dealer facilities, capital, and management processes to enforce Nissan regulations while maintaining strict compliance with organizational standards. I analyzed financial performance and consulted with dealers to provide strategic initiatives for optimizing revenue generation and… Show more In my role of Dealer Operations Manager:I planned, established, and supervised implementation of SOPs for 16 dealerships exceeding wholesale and retail sales goals and expand brand market share. I evaluated dealer facilities, capital, and management processes to enforce Nissan regulations while maintaining strict compliance with organizational standards. I analyzed financial performance and consulted with dealers to provide strategic initiatives for optimizing revenue generation and controlling costs. I identified long-term market opportunities for Nissan brand within Pittsburgh market.Below were some of my Key Achievements in this role:Secured #1 district in sales satisfaction ranking in Nissan USA through support of various customer experience initiatives.Secured 10/10 results in NADA Dealer Attitude Survey for district sales contact in 2007 and 2008.Ranked #1 in sales and customer satisfaction across nation for 2008 while improving from 42nd place in 2007.Managed wholesale pipeline of vehicles, as well as created and negotiated dealership retail and service contracts resulting in increase of 20% in new vehicle sales volume within two and half years.Awarded “2007–Dealer Operations Manager of Year” for Mid-Atlantic Region in recognition of accomplishing all wholesale, retail, and customer satisfaction goals. Show less

Herndon, Virginia, United States

Managed service and warranty operations for dealerships in three different districts. Achieved #1 district in service customer satisfaction within Nissan USA. Responsible for parts wholesale through promotion of dealership retail processes resulting in higher revenue and profitability.

Washington, Dc

Automotive Litigation Analytics: Performed complex operational and financial analysis supporting automotive sector litigation on behalf of US auto manufacturer legal teams.September 11th Victim Compensation Fund: performed complex economic and financial modelling as part of the adjudication team for the U.S. Department of Justice

Bachelor Of Science (Bs), Marketing/Marketing Management, General

Master Of Business Administration (Mba), Finance: Investment Management

MBA with concentration in finance and specialized study in investment management.

Nissan North America "Talent-Up" Leadership Program