6 Porsche Customer Experience Manager Jobs in Hawthorne, CA
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Porsche Customer Experience Manager
$100k-149k (estimate)
Full Time | Retail
11 Months Ago
LAcarGUY is Hiring a Porsche Customer Experience Manager Near Hawthorne, CA
What Are We Looking For?
As an innovative and highly respected leader in the automotive industry, we are looking for a driven, diligent, thorough and experienced Customer Experience Manager to join our team.
We offer a highly competitive compensation and benefit package with an outstanding 401(k) program administered by Transamerica. If this sounds like your dream job, then we have the perfect opportunity and want to hear from you!
What Will I Be Doing?
General Responsibilities of the Dealer Customer Experience Manager (DCEM) is a champion for the customer, working inter-departmentally to maximize the Customer Experience.
- Spearheads resolution of all customer concerns in both the Sales and Service departments, handling the process for open case alerts and resolution in Passion.
- Daily analysis of dealership CSI metrics via Passion site. DCEM should be the dealership’s point person for identifying opportunity areas and suggesting process improvements. Associate recognition for exceptional customer satisfaction performance as well as mentoring for underperformers should be part of DCEM’s role. DCEM meets weekly with dealership management to discuss CSI performance and roadmap improvements.
- Responsibility for all dealership maintenance initiatives including overall facility cleanliness and amenity offerings. Emphasis on ensuring that amenity offerings are indicative of a luxury brand is essential. Education about, and adherence to, sanitization processes for all customer and employee touch points will be the responsibility of the DCEM.
- Oversee accuracy of customer information in DMS and CRM (including C@P), providing staff with unique opportunities to ‘surprise and delight’ customers and strengthen relationships. Accuracy of information will allow for more effective use of internal databases for marketing initiatives as well.
- Regularly analyze dealership web presence for ease of customer use. DCEM keeps dealership website current with associate bios and accurate information/specials.
- Awareness of telephone and email etiquette of fellow team members and training of these basic business disciplines when needed. DCEM may conduct mystery shops regularly to fully understand the experience from the customer viewpoint.
- Coordination of the dealership’s reputation management strategy including daily monitoring of common customer review sites such as Google, Yelp, Dealer Rater and Facebook. Ensure an acceptable response time is achieved and internal escalation process is enacted when needed. Use of Porsche Reputation Management Scorecard and third-party alert software such as Friendemic/Catalyst to monitor dealership performance.
- Selection of customer appreciation giveaways in both the sales and service departments. DCEM coordinates ‘surprise and delight’ gifts, including sourcing and inventory.
- Represent dealership as community outreach specialist. DCEM actively looks for opportunities for the dealership to integrate within the community to increase sales and marketing opportunities while strengthening community relationships.
- Coordination of all dealership special events including, but not limited to:
- New Owner Events (NOE)
- Track days
- New model launch parties
- Porsche Club of America (PCA) events
- Owner gatherings (i.e. Cars and Coffee)
- Porsche Experience Center (PEC) and Porsche Track Experience trips
- European Delivery
Service Responsibilities
- Handle service appointment setting or provide assistance to Service Advisors for this function when necessary.
- Assist with customer greeting upon arrival in service lane and active delivery at time pick-up.
- Conduct customer follow-up calls and emails after service visit.
- Coordination of dealership PAYS efforts including scheduling of pick-up and delivery of customer vehicles and communication with customers throughout process.
- Acting as PMAP coordinator. Responsibilities to include handling of vehicle reservations, contract execution, monitoring vehicle maintenance/cleanliness and overseeing month-end warranty reconciliation. Proficiency in TSD is necessary. DCEM to work with Service Manager and Warranty Administrator to maximize PCNA reimbursement for loaner fleet use.
- Collaborate with service advisors on proactive response to customer concerns.
- Conduct email marketing campaigns announcing service specials or upcoming seasonal and holiday sales/events.
- Inform sales personnel of upcoming service appointments 24 hours in advance to allow sales professional/manager to reconnect with customer while on property for service visit.
- Coordination of the special order parts (SOP) process, including appointment setting for installation of SOP and communication with customer on estimated arrival, etc.
- Manage the daily activities of valets, greeters, drivers and service receptionists.
- Quality control for customer and loaner vehicle cleanliness. Spot check vehicles daily to ensure cleanliness meets Porsche standards.
- Delivery of customer appreciation items after service visit (branded water, thank-you cards and snack bags).
- Presentation and upkeep of retail merchandise display. Coordination with Parts Manager on ordering and inventory of retail items.
- Coordination with Service Manager on utilization of Porsche Dealer-to-Customer Goodwill programs for customer satisfaction.
Sales Responsibilities
- Customer greeting upon arrival in showroom.
- Hospitality and amenity offering throughout visit.
- Introduction to service department at time of new/used vehicle delivery.
- Management of the Porsche Second Delivery program, ensuring every customer is offered a Second Delivery. Communication with customer prior to Second Delivery to gather questions and topics for discussion. DCEM to work closely with Porsche Pro to streamline this process.
- Coordination of off-site delivery process for new and used vehicle sales.
- Achieve product knowledge proficiency in order to field frequently asked product questions. Competency with vehicle technology features including PCM is necessary.
- Oversee dealership’s Connect activation process, working with sales professionals and sales management to assist customers through the process.
- Conduct sales appointment confirmations and follow up phone calls/emails
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Individual should possess:
- Minimum high school diploma or GED equivalent required
- Experience in a Customer Service or Hospitality environment
- Self-motivated, goal-oriented, enthusiastic presence with an ability to work effectively and efficiently in a team environment
- Excellent communication, customer service, organizational skills
- Ability to apply a common sense understanding to carry out instructions furnished in written, oral, or diagram form
- Professional appearance and a strong work ethic
- Have and maintain an excellent driving record
- Current, valid driver’s license and satisfactory Motor Vehicle Report (MVR)
- All potential employees must pass a pre-employment background check and drug screen
- Exemplary people skills
- Outstanding communication abilities, both written and verbal
- Conflict resolution proficiency
- Superb organizational skills
- Data analysis and action planning aptitude
- DMS /CRM use, including on-line service scheduling software and customer communication programs
- Utilization of TSD software
- Use of Opportunities portal
- Understanding of Porsche Dealer-to-Customer Goodwill programs
- Porsche model-specific product knowledge
- Connect activation process
- Expertise in using PPN and Passion
- Full understanding of Porsche Maintenance Initiative (MI) standards
- Familiarity with Porsche Driver’s Selection merchandise program
- Proficiency with on-line customer review websites and use of review alert software
What’s In It For Me?
- Fast paced work environment
- Paid training and development
- Career growth opportunities
- Set schedule, Monday – Friday, 8:00AM – 5:00PM
- Medical, dental, vision and other benefits for you and your qualified family members
- Paid vacation and sick time
- 401(k) retirement program with Company Match
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Individual will be required to:
- Sit and/or stand interchangeably throughout the day.
- Sit and/or stand for long periods at a time.
- Use hands, fingers and arms continually, frequently and throughout the day.
- Bend, crouch, crawl, stoop and kneel continually, frequently and throughout the day.
- Pick-up, lift and carry items that may exceed 50 pounds.
- Operate and drive vehicles or equipment in a safe manner.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Compensation / Benefits
This is a full-time position with competitive pay and benefits. If you are an organized and detail-oriented individual with a passion for the automotive industry, we encourage you to apply for this exciting opportunity!
- Compensation: TBD
- Commission Eligibility: TBD
Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual compensation offer will take into account a wide range of factors to include location and experience.
A Little About Us
The LAcarGUY family of dealerships has been a fixture in Southern California since “Sully” Sullivan opened his first dealership, Volkswagen Santa Monica, in 1964.
Having been an integral part of the iconic California surf culture of the 1960’s, the LAcarGUY family of dealerships has grown and transformed over the years. We now include 14 award-winning dealerships throughout the greater Los Angeles area which support world renowned brands such as Audi, Genesis, Honda, Hyundai, Lexus, Porsche, Subaru, Toyota, and Volkswagen.
Although we have grown over the years, we remain a local family-owned business and well-grounded in the communities in which we operate. We are a prominent supporter of community events, charitable organizations and environmental causes.
Job Summary
JOB TYPE
Full Time
INDUSTRY
Retail
SALARY
$100k-149k (estimate)
POST DATE
05/24/2023
EXPIRATION DATE
05/10/2024
WEBSITE
lacarguy.com
HEADQUARTERS
SANTA MONICA, CA
SIZE
100 - 200
FOUNDED
1964
CEO
MIKE SULLIVAN
REVENUE
$10M - $50M
INDUSTRY
Retail
Related Companies
About LAcarGUY
LAcarGUY is a automotive dealer group in Southern California with 13 dealerships including: Lexus Santa Monica, Toyota Santa Monica, Volkswagen Santa Monica, Toyota of Hollywood, Pacific Volkswagen, Pacific Audi, Subaru Pacific, Subaru Santa Monica, Subaru Antelope Valley, Honda Lancaster, Honda Santa Monica, Genesis Santa Monica and Porsche South Bay. Family-owned and operated by Mike Sullivan, LAcarGUY is heavily involved in the communities of Santa Monica, Hollywood and the South Bay. LAcarGUY is especially involved in "Green" charity work and is the #1 hybrid dealer in the world.
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