CUSTOMER EXPERIENCE MANAGER

A Dealership Customer Experience Manager (CXM) improves customer satisfaction, loyalty, and retention by managing the entire client journey from inquiry to post-purchase. They analyze feedback, resolve high-level complaints, and collaborate with sales/service departments to ensure a seamless, high-quality experience. Key duties include monitoring CRM data, training staff on service standards, and increasing repeat business. Key Responsibilities

• Strategy Development: Design and implement customer-centric strategies to enhance interactions at every touchpoint.
• Complaint Resolution: Act as the primary point of contact to resolve complex complaints, acting as the "voice of the customer".
• Performance Monitoring (KPIs): Analyze customer feedback, surveys (CSI/NPS scores), and data to identify trends and improve satisfaction.
• Process Improvement: Streamline workflows between sales, service, and parts departments for a smoother customer journey.
• Training & Coaching: Educate staff on service standards, communication, and CRM systems.
• Database Accuracy: Ensure customer information is accurate within the CRM/DMS systems.

Required Qualifications & Skills

• Experience: Proven experience in automotive, hospitality, or high-end customer service, usually 3-5 years.
• Communication: Exceptional verbal and written communication skills for handling difficult situations.
• Data Analysis: Ability to analyze customer feedback and translate it into actionable insights.
• Problem-Solving: Strong critical thinking skills to address and resolve issues quickly.
• Technology: Proficiency in CRM software and dealership management systems (DMS).

Common Performance Metrics (KPIs)

• Customer Satisfaction Index (CSI) scores
• Net Promoter Score (NPS)
• Customer Retention Rates
• Response times to inquiries

WHAT WE OFFER:

• Dental insurance
• 401(K)
• Health insurance
• Vision insurance
• Paid Time Off
• Paid Group Term Life Insurance
• Paid Training to promote professional growth
• Employee Assistance Program (EAP)
• Supplemental Personal Accident Insurance

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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.
• 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.
• Operate and drive vehicles or equipment in a safe manner.