Executive Vice President - Customer Service Excellence

At Holman, we exist to provide rewarding careers and better lives for employees and their families. We hire, train, empower, and reward exceptional people. Our journey is guided by our desire to get it right every time and the acknowledgement that we have an opportunity to be better. To be better, we have to do better, and to do better we must know better. That’s why we are listening, open to learning new things – about ourselves and each other. We will never stop striving for improved diversity, equity, and inclusion because we are successful together when we feel trusted and supported. It’s The Holman Way.At Holman, your total compensation goes beyond your paycheck. To position you for success and provide a rewarding career and better life for you and your family, Holman is proud to offer you the benefits you deserve; including protection against illness, disability, loss of work, or preparation for retirement. Below is a brief overview of these programs (programs may vary by country or worker type):Health InsuranceDental InsuranceLife and Disability InsuranceFlexible Spending and Health Savings AccountsEmployee Assistance ProgramRetirement PlanPaid Time OffTuition ReimbursementAs part of the Holman Executive Team, the Executive Vice President—Customer Service Excellence will oversee the North American Service Excellence Team and lead our service model transformation through the use of innovative technologies and people enabled processes and solution to deliver an exceptional customer experience. As an Executive at Holman, you are eligible for top tier benefits including an executive level compensation package, profit sharing and the ability to acquire company stock.What Will You Do?Oversee the North American Service Excellence team and drive cross departmental collaboration to build and maintain strong customer relationships.Lead an extensive team of account executives responsible for the service experience delivered to our customers’ ~1.8 million vehicles across North America.Create our customer service strategy leveraging deep client insights, data and analytics, and partnership with peers in the organization to deliver a service experience that results in Raving Fans.Help customers achieve their business objectives by seeking to understand their goals and providing innovative solutions.Create high performing teams with a focus on delivering exemplary customer service and succession planning efforts.Develop and maintain partnerships to improve the customer experience by driving strategy to increase client retention and drive revenue growth.Monitor customer feedback to identify areas of opportunity within the organization and partner with internal operational groups to ensure the voice of the customer is integrated into all areas of the business.Ensure the resolution of highly complex or unusual business problems that cross functions and/or disciplines.Anticipate and address the impact of key decisions, including the allocation of resources, strategically and financially.Relevant Experience:20+ years’ experience at the leadership level with expanding management responsibilities; multiple levels of reporting relationships required.Extensive experience with the advancement of service delivery in the business-to-business model.Played a key role in modernizing service delivery through use of leading-edge technologies.Experience leading large multi-faceted businesses.Experience managing within a matrix structured organization.Multi-year experience leading high-performing teams.Bachelor’s Degree in a related field, Master’s Degree preferred.Holman is a global automotive leader that serves both commercial and consumer clients by always doing the right thing for our people, our customers, and the community since 1924. The Holman story began nearly a century ago as a single Ford dealership in New Jersey. Today, Holman, headquartered in Mount Laurel, New Jersey, is one of the largest family-owned automotive service organizations in North America with more than 6,500 employees across North America, the UK, and Germany.Holman delivers a unique range of automotive-centric services including industry-leading fleet management and leasing; vehicle fabrication and upfitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States. Guided by its deeply rooted core values and principles, Holman is continuously Driving What’s Right.Holman provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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