Reynolds and Reynolds has named its long-time executive Dave Bates to the new position of vice president of customer relations and chief customer ambassador.
Chief executive officer Tommy Barras said the move will help the company better understand the challenges that Reynolds customers face coming out of the pandemic.
Throughout his 38-year career at Reynolds — which is a provider of automobile dealership software, services and forms — Bates has worked in positions with responsibility for helping dealerships. For decades, Bates has personally interacted with customers. He was named to the post of vice president for customer support in 2007.
Barras said the naming of Bates to the new role will help the company understand the products and services that will best help Reynolds customers meet those challenges coming out of the pandemic. For Reynolds, the move could also deliver improved operations and profitability for those customers.
"We want to be in lock-step with our customers, face to face, to better understand the business challenges they are facing and how Reynolds can help solve those challenges," Barras said in a news release.
Barras also said, “While we have always been a customer-focused organization, this new role formalizes that commitment by providing a direct conduit between Reynolds and our customers.”
Bates said he sees an opportunity to help bring the customer’s voice to the forefront of the organization.
“It’s also a chance to work even more collaboratively with customers to help ensure our mutual success and to find ways that make it easier and more efficient to do business with Reynolds,” Bates said. “I'm eager to get started.
"Dave’s knowledge of our business and the customer relationships he's developed over the years put him in a trusted position to listen to customers and to help us strengthen our partnerships across the board,” Barras said.
Barras also said, “We are committed to operating smartly and, if necessary, differently in our business in adapting to the changing world around us. That’s how we grow. This initiative is one more step to further strengthen our presence in automotive retail and in front of customers.”
Customer experience dealer management system provider DealerBuilt has appointed former VinSolutions product director Jim Nelson as vice president of operations, saying he will oversee the company’s software installations, customer service and support.
DealerBuilt said Nelson will drive company-wide processes that result in a consistent experience for DealerBuilt’s clients and network of more than 200 integration and channel partners.
Nelson will direct the product strategy for the company’s enterprise customer experience dealer management system, or ceDMS, platform and portfolio of complementary software products.
He will work to ensure the continued delivery of relevant products to provide dealers with flexibility in their use of technology and data within their dealerships.
DealerBuilt describes Nelson as a seasoned strategic operations and product executive with a strong background in developing and implementing processes that result in improved efficiency and customer satisfaction. He has also done work in guiding the development of market-driven services.
“Nothing is more mission-critical to DealerBuilt than listening to our clients and striving for their 100% satisfaction,” DealerBuilt chief executive officer Mike Trasatti said in a news release.
Trasatti also said, “Jim brings an incredible wealth of experience building effective and successful teams, processes, and products. We couldn’t be more excited about adding his expertise and passion for creating an outstanding customer experience — both with our software products and with our services — to our team,” Trasatti added.
Nelson’s more than 30 years of retail automotive experience includes his previous position as product director — partnerships at VinSolutions, a Cox Automotive brand. In that role, Nelson led the identification and execution of strategic partnerships with automotive technology vendors.
Also at VinSolutions, Nelson cultivated the company’s relationships with OEM integration partners, and served as a product liaison to strategic dealer group clients.
In his previous role as senior director of product at VinSolutions, Nelson led the strategic development and execution of the product roadmap. Prior to the company’s acquisition by Cox Automotive, he also served as vice president of operations. In that post, he oversaw the performance of the implementation, support, training, and account management departments.
DealerBuilt said Nelson scaled those teams and defined standards and processes that allowed them to sustain client satisfaction during a period of growth and through the company’s subsequent acquisition.
Prior to that role, he held product training and field sales management posts for F&I solution providers, using his early career experience leading dealership finance teams.
“DealerBuilt already has a fantastic reputation in the industry for being a true dealer advocate and partner,” Nelson said.
He also said, “This is an amazing opportunity to build on that foundation and help the company take its installation and support services to the next level, while continuing to deliver innovative product enhancements and new offerings that our clients love. It comes down to listening and collaborating closely with clients — whether that’s to execute a successful install at their dealerships, resolve a challenge they’re having with their software, or refine a product enhancement — and always having the client’s success in mind. That’s how DealerBuilt will, in turn, continue to be successful and grow.”
Used-vehicle retailer CarMax says it is hiring for “long-term careers” rather than for temporary seasonal positions.
CarMax said it plans to hire for more than 3,500 positions companywide by the end of the year and noted that auto technicians, detailers, painters and inventory associates are among the positions in highest demand. Other high-demand positions are store sales and business office associates, customer experience consultants, and digital technology, product, and data science employees.
The company, which currently employs more than 25,000 associates nationwide, is hiring for various positions among its customer experience centers, corporate locations, and 220 stores nationwide. Candidates can visit the CarMax careers website to apply now for open positions.
CarMax, which notes that it is one of FORTUNE Magazine’s 100 Best Companies to Work For, said it is hiring more than 1,300 auto technicians, detailers, painters and inventory associates. Those employees can help the company increase its production of vehicles for retail to customers to support the company’s continued growth. The associates will primarily work on reconditioning vehicles and preparing them for sale.
For some of those positions, a sign-on bonus of up to $2,500 is available, and open positions are available at CarMax stores nationwide.
“Automotive technicians find value in the company’s award-winning training program, strong opportunities to grow long-term careers, reimbursement programs for ASE certification, and free or discounted tools,” CarMax stated in a news release.
The company is also hiring more than 900 store sales and business office associates, noting that store associates are “the face of the company.”
Those associates serve customers in-person “throughout their car buying journey,” CarMax said. Sales consultants work directly with customers, answering questions and helping them find the best vehicle option to fit their needs. CarMax said business office associates “guide customers through the administrative process” associated with vehicle sales. They support the functions of all store departments.
Those open positions are available among CarMax’s 220 store locations nationwide.
The company is also hiring more than 600 customer experience consultants, stating that those employees are in high demand, as well. They support customers over the phone or online with shopping and financing until the customer is ready to pick up his or her vehicle at an area store or receive the vehicle through home delivery.
Average pay for those positions is $22.50 per hour, with the opportunity to earn $30 or higher per hour.
For those positions, sign-on bonuses of $500 to $5,000 are available, depending on location.
Those open positions are available at CarMax Customer Experience Centers in Atlanta; Kansas City, Kan.; Raleigh, N.C.; Richmond, Va. and Phoenix.
More than 100 digital technology, product and data science positions are also available, and people in those positions use technology and agile methodologies to deliver customer and associate experiences “that push the automotive retail industry forward,” CarMax said.
“Whether you’re analyzing big data and driving insights; delivering automated, scalable solutions; designing innovative, new products; or articulating the CarMax brand, your work will ensure CarMax stays at the forefront of our field,” CarMax stated.
The company noted that because of the COVID-19 pandemic, most associates at its corporate locations are working from home at least through the end of the year. CarMax anticipates that many corporate positions going forward will offer a “hybrid work environment.” That means flexibility to work a combination of onsite and remotely during the work week. Some roles will include an option to work 100% remotely.
Those open digital technology, product and data science positions are available at CarMax’s Home Office and Digital Innovation Center in Richmond, Va.
CarMax chief human resources officer and senior vice president Diane Cafritz said the company seeks “high-integrity, customer-focused associates” to help the company “continue to transform the way people buy and sell cars.”
“Investing in our associates is a top priority for the company, and you will be given award-winning training and development opportunities to continue to learn, grow your skills, and build a great career at CarMax,” Cafritz said.
The company says it is committed to offering competitive pay and a comprehensive benefits package to associates including full and part-time benefits, a retirement savings plan, tuition reimbursement, and discounts on car purchases and services.
CarMax also noted its focus on the health and safety of its associates, customers, and communities.
“We’ve put significant measures in place to reduce the risk of exposure and further spread of COVID-19, including requiring associates to wear masks while working closely with others, implementing enhanced cleaning measures at all locations, and practicing social distancing guidelines in all locations,” CarMax stated.
Independent dealership group Off Lease Only LLC has named former Herb Chambers chief executive officer Alan McLaren as chief operating officer, noting that McLaren will oversee the company’s day-to-day operations.
Those duties include oversight of sales, finance & insurance, fixed operations and the business development center.
As former chief executive officer at Herb Chambers, which is the nation’s fifth-largest private dealership group according to Off Lease Only, McLaren oversaw 60 dealerships and three collision centers representing 33 automotive brands ranging from Kia to Rolls Royce.
Off Lease Only, which said it is one of the largest independently owned used-car dealership groups in the United States, described McLaren as “a highly accomplished automotive retail industry executive with extensive experience leading some of the most respected companies in the sector.”
Off Lease Only offers customers used cars that it says are priced thousands of dollars below retail. The company operates four Florida dealerships in Palm Beach, Miami, Orlando and Fort Lauderdale.
McLaren also previously served as senior vice president, customer care at AutoNation. In that post, he was responsible for parts, service and collision strategy across 237 locations. Before his time at AutoNation, he was vice president, customer services, at Mercedes Benz USA. In that position, he was responsible for overseeing aftersales sales and marketing, parts logistics, engineering, Mercedes-Benz Manhattan, The Mercedes Classic Center and the customer assistance center.
McLaren’s career began at Daimler AG in Australia, where he held several retail operations and marketing roles for more than eight years.
“We are delighted to welcome Alan to Off Lease Only as we continue to execute our growth plans and expand our footprint,” Off Lease Only chief executive officer Lee Wilson said in a news release.
Wilson continued, “Alan brings a wealth of operational experience and deep knowledge of our industry that will help us continue to advance our leadership position, strengthen our operational capabilities, enhance our customer experience and position us to take advantage of future growth opportunities.”
“Off Lease Only has built an industry-leading business with an unmatched value proposition for its customers as well as strong relationships with its vendor partners,” McLaren said.
McLaren continued, “I am excited to be working with Lee and his exceptional team to drive the company’s growth strategy, while we continue to provide Off Lease Only’s valued customers with a transparent used car buying experience and superior customer service both in-store and online.”
Group 1 Automotive has appointed Daniel McHenry as chief financial officer. Since 2007, McHenry has served as Group 1’s U.K. finance director.
McHenry will replace long-time Group 1 chief financial officer John Rickel, who after almost 15 years of service will retire from the company at the end of the year.
McHenry’s appointment is effective Aug. 15.
He joined Group 1 in 2007 as part of the acquisition of Chandlers BMW in southern England, Group 1's first U.K. venture. Before starting in the auto retail business, McHenry was with KPMG in the U.K for five years.
A native of Belfast, Northern Ireland, McHenry is a member of the Association of Chartered and Certified Accountants in the U.K.
Group 1 chief executive officer Earl Hesterberg has worked with McHenry for the past 12 years and says he has “witnessed firsthand his passion for the retail automotive business.”
“He has been responsible for the creation of our back-office systems, processes and financial controls, as we have grown our U.K. operations from three dealerships in 2007 to 50 dealerships today,” Hesterberg said in a news release.
Hesterberg continued, “His familiarity with our company, people and processes makes him the perfect candidate to step into this important role.”
Current Group 1 chief financial officer Rickel joined Group 1 in December 2005 after 21 years at Ford Motor Co. Rickel’s various key positions at Ford included chief financial officer of Ford of Europe and chief financial officer of the Americas.
"John has been a driving force in the growth and development of Group 1,” said Group 1 chairman of the board Steve Quinn.
Quinn continued, “His international experience and extensive knowledge of processes and controls have been invaluable to Group 1 over the past decade and a half.”
Hesterberg said of Rickel, “We could not have asked for a better person to establish the infrastructure and systems for a fast-growing international auto retailer over these years. All of us, especially myself, owe John a great deal of gratitude for his accomplishments at Group 1. He will be sorely missed.”
Asbury Automotive Group has named Patrick (PJ) Guido as senior vice president and chief financial officer.
Guido joins the company effective May 11.
Since April 2018, Guido has served as chief financial officer for lululemon athletica inc., a NASDAQ-listed multinational designer, distributor, and retailer of healthy lifestyle-inspired athletic apparel and accessories.
He previously served as treasurer and vice president of corporate development for seven years at VF Corporation, a branded lifestyle apparel, footwear and accessories company.
At VF, he managed capital allocation strategies, mitigated global financial risk and executed on various strategic initiatives.
Prior to that, Guido served in roles of increasing responsibility at The Home Depot Inc. and Saks Incorporated.
“PJ is an operations-focused CFO with broad experience in well-known, guest-focused retail businesses,” Asbury president and chief executive officer David Hult said in a news release.
Hult continued, “This is a great combination for Asbury as we continue to pursue our vision to be the most guest-centric company in the automotive industry. I am very excited to have PJ join the Asbury team.”
NextGear Capital has announced two executive leadership promotions that it says will enhance support for independent dealers.
Lisa Mackie is now vice president of portfolio management, and Thad Sykes is now associate vice president of sales for NextGear Capital, which is a floor plan provider for independent dealers.
Mackie, now with 25 years of leadership experience in the automotive industry, joined NextGear Capital’s executive leadership team in 2017 as vice president of sales. She previously worked for Capital One Commercial Dealer Services, Hyundai Capital America, JP Morgan Chase and Ford Motor Credit.
Sykes has been with NextGear Capital since 2007, and his most recent role was as a division vice president. He brings more than 25 years of management and customer service experience from his prior positions at American Home Mortgages, Bank of America and Wells Fargo Financial.
“Both Lisa and Thad know NextGear Capital inside out, and their collective experience brings valuable insights, perspectives and leadership to our executive team,” NextGear Capital president Scott Maybee said in a news release.
Maybee continued, “Our leadership team is the best in the business, and we all share the common mission of helping our customers fully realize their business goals.”
The company made these changes after Maybee announced plans to evolve the way the company works together to improve the client experience. Part of that strategy is to strengthen the relationship between the sales and operations departments to boost clarity throughout the organization.
– In his new post as president of automotive dealership software and services company Dominion Dealer Solutions’ Dealer Specialties division, Shane Marcum will oversee the software and services lines for the company.
Marcum will report to Dominion Dealer Solutions president Dan Sykes in his new role leading the Dealer Specialties division, which is a family of brands including VinMotion inventory management software, CARScore vehicle condition reports, LiveLot video software, and DealerSpin360.
Developing and driving Dealer Specialties’ overall strategy, using the company’s existing relationships, and identifying new opportunities to support Dealer Specialties’ growth are among his responsibilities in the new post.
Dealer Specialties is headquartered in Monroe, Ohio, serving nearly 4,000 clients including multi-rooftop automotive dealers with national footprints and single local-level rooftop dealers throughout the continental United States.
In addition, Dealer Specialties provides services for automotive software and full-service merchandising needs such as data collection, photography, window labels and inventory management and merchandising products.
A Kentucky native, Marcum is a second-generation automotive operator. He has a 25-year auto industry background, and Dominion says he possesses a strong understanding of the industry’s product lines and the automotive community.
After joining Dominion Dealer Solutions in 2010 as national sales manager for Cross-Sell LLC, the company promoted him to general manager in 2012.
He was promoted again in 2017, this time to vice president of inventory services and solutions for Dominion. In that post, he was responsible for Cross-Sell, Dealer Specialties and SelectQu.
Marcum is a former Ford Motor Company franchisee. He also served as an automotive industry consultant, managing domestic and import automotive organizations at the executive level.
“We are fortunate to have such a strong natural leader in Shane,” Sykes said in a news release.
He continued, “Combined with his wealth of automotive industry knowledge, he is the ideal leader to capitalize on the growth prospects for the new software products being rolled out at Dealer Specialties.”
“I’m excited for the opportunity to lead the Dealer Specialties organization and look forward to engaging with our customers and employees who serve our great industry,” Marcum said.
He continued, “I pride myself on leading by example and driving accountability by empowering managers and collaborating with our team at every level.”
Lisa Lutoff-Perlo has served as president and chief executive officer of Celebrity Cruises since December 2014. Prior to that, she served in other cruise industry roles.
On Friday, AutoNation said it appointed Lutoff-Perlo to its board, a move that was effective Feb. 3.
She will serve as an independent director for the company.
From 2012 to 2014, Lutoff-Perlo was executive vice president, operations for Royal Caribbean International, RCL. She was senior vice president, hotel operations for Celebrity Cruises from 2007 to 2012, and from 2005 to 2007 she was with Celebrity Cruises as vice president, onboard revenue.
From 1985 to 2005, Lutoff-Perlo held senior positions with Royal Caribbean International.
AutoNation executive chairman Mike Jackson said he was happy to have Lutoff-Perlo join AutoNation’s board.
“We look forward to the experience and insight that she will bring to the board, which include operational innovation and customer experience expertise,” Jackson said in a news release.
When David Wilson Jr. was 12 years old, he assisted at Preston Automotive Group in areas such as the vehicle detail and sales departments.
He joined the Preston Automotive executive team after college graduation.
On Jan. 20, Preston Automotive Group announced Wilson’s promotion to president of the company.
Owners Dave and Peggy Wilson said in a news release: “Passing the baton is bittersweet, but we know David and his team will take the group to heights we never imagined.”
They continued, “It’s been tremendous to watch him grow and we are excited for the team to continue their success.”
“I look forward to continuing the foundation that my father and team has built,” David Wilson Jr. said.
While attending Northwood University, Wilson Jr. worked in the areas of automotive marketing and management to expand his customer- and associate-serving ability.
While at Northwood, he continued working at Preston Automotive as a sales manager for Preston Ford.
He went on to work his way up to general manager of Preston Hyundai.
During his senior year in college, he oversaw Preston Ford, Lincoln, Nissan, Mazda, Hyundai, and Denton Ford.
Wilson Jr. has overseen more of the day to day operations for the group over the past 10 years, and the company said it has seen “unprecedented growth” during that time. Preston Ford said in 2019 it was the 33rd-ranked volume Ford dealership out of more than 3,000.
“It’s an honor to serve our communities and the associates of the Preston Automotive Group,” Wilson Jr. said.
He continued, “My family taught me the value of integrity and providing a superior customer experience, which has always been instilled in me.”
Preston Automotive Group’s story began with Preston Ford in 1975. Dave Wilson joined as a salesperson in 1977, transitioning to ownership at 22. The organization grew to represent Hyundai, Mazda, Chrysler, Dodge, Jeep, Ram, Nissan, Chevrolet, Lincoln, and Genesis, along with various used cars, trucks, and SUVs.
“The Preston Automotive Group has been proud to serve the Eastern Shore and customers nationwide, offering the very best experience and will continue to take customer service to new heights under David and his team,” the company said.
