Laura Kutlesa is the director of aftersales, customer experience and training at Nissan Canada Inc., a position to which she was appointed in March of 2025.
In her role, Kutlesa reports to Trevor Longley, president of Nissan Canada Inc., and is responsible for aftersales operations, including parts, accessories, and service from business planning, sales & marketing, and parts logistics. Kutlesa also leads the customer experience organization, which places Nissan's customers at the heart of everything that the company does. Kutlesa's responsibilities leading customer experience include oversight of customer journey, customer experience and quality, e-commerce, CRM, the contact centre, as well as training. Kutlesa and her team seek to create a seamless customer experience by integrating online and offline customer journeys into a single, organized One Nissan, One Voice approach.
Prior to her current role, Kutlesa held various responsibilities in customer journey, aftersales, marketing, analytics and technology at Nissan Canada Inc. as well as other automotive brands. With over 15 years of experience in automotive, Kutlesa's passion and leadership have been instrumental in enabling a digital transformation at Nissan Canada that has maximized consumer engagement, and driven loyalty for both the Nissan and INFINITI brand.
Kutlesa holds a degree in Industrial Engineering from University Católica Andres Bello.
Laura Kutlesa can speak to the following topics:
- Her career as a leader in the automotive industry
- Nissan's vision for an integrated customer experience and journey
- Customer Experience initiatives within Nissan Canada
- Nissan's application for the service side of the business called NCAR and ICAR Service, which enables more transparency and direct communication between customer and the service team
- Vehicle care and maintenance
- Accessory lineup
# # #