Customer Experience Journey Manager - Sales

Stellantis is looking for a CX Journey Manager focused on the Sales stage of the customer journey. This role collects, analyzes, and translates the customer insights spanning first dealer contact through purchase and vehicle handover—the moments where consideration becomes a transaction.

The manager is the insights engine for this stage—providing project teams and partner verticals with a clear, evidence-based view of the customer experience to inform their work.

Core competency: the dealership and digital retail purchase experience. You'll be the expert on what happens from lead to delivery, across both in-store and online retail channels.

Journey Stage & Touchpoints

The sales stage covers active shopping, purchase, and handover—where digital and physical experiences converge. Key touchpoints include:

• Lead handling and dealer responsiveness: inquiry follow-up, appointment setting, and speed-to-lead
• Showroom experience: sales consultant interactions, product knowledge, and the test drive
• Digital retail: online pre-approvals, digital deal-building, and remote/at-home purchase options
• Purchase and finance: pricing transparency, F&I (finance & insurance) process, digital signatures, and paperwork efficiency
• Vehicle handover/delivery: delivery experience, feature walkthrough, and connected-services onboarding
• Third-party research and feedback sources: J.D. Power Sales Satisfaction (SSI-style) benchmarks and online review platforms

Key Responsibilities:

Sales Journey Insights

• Collect, analyze, and translate insights across the sales touchpoints, from lead through purchase and handover
• Serve as the subject-matter expert on the in-store and digital retail buying experience
• Keep the sales portion of the journey map current as retail models, F&I processes, and delivery experiences evolve

Insights Synthesis & KPI Monitoring

• Synthesize survey, research, and KPI data into the sales journey map to pinpoint friction in the purchase path
• Monitor sales KPIs such as lead conversion, sales satisfaction (J.D. Power SSI-style metrics), speed-to-lead, and delivery experience scores
• Identify where deals stall or customers report frustration—test drives, finance, wait times—and quantify the impact

Project Milestone Support

• Support project teams through the customer insights milestone and the customer feedback/validation milestone within the project milestone framework
• Produce the evidence and documentation project teams need to meet and pass these milestone checkpoints
• Ensure relevant customer insights are represented at the insights milestone, and that customer feedback validates the solution at the validation milestone
• Partner with project teams to execute the deliverables required at each checkpoint on schedule

Cross-Functional Advisory

• Advise project teams and partner verticals—including sales, service, and customer experience teams—with stage-specific insights
• Coordinate with project teams to identify research gaps and pass additional research needs on to the research teams
• Recommend new survey or KPI-gathering touchpoints that feed back into ongoing journey monitoring