Customer Experience Manager - Automotive

We are seeking a highly motivated and experienced Automotive Customer Experience Manager to join our team at a Ross Downing Auto Group. As a Customer Experience Manager, you will be responsible for ensuring for providing support to Management and Team Members to provide exceptional customer service, fostering customer loyalty, and driving overall customer satisfaction.

Responsibilities:

1. Embrace and implement customer experience strategies and initiatives to enhance customer satisfaction and loyalty.
2. Monitor the customer experience throughout the entire dealership, from initial contact to post-purchase follow-up.
3. Educate dealership staff on providing exceptional customer service, including effective communication, problem-solving, and conflict resolution.
4. Monitor and evaluate customer feedback, reviews, and surveys to identify areas for improvement.
5. Collaborate with sales, service, and parts departments to ensure a seamless customer experience across all dealership operations.
6. Support and assist Department Managers and Team Members to resolve escalated customer issues and complaints in a timely and satisfactory manner.
7. Stay updated on industry trends, customer preferences, and competitive landscape to drive continuous improvement in customer experience.
8. Support Management and Team Members in developing and maintaining strong relationships with customers, ensuring personalized attention and a positive dealership experience.
10. Analyze customer data and metrics to measure customer satisfaction, identify trends, and provide actionable insights to management.

Qualifications:
1. Proven experience in a customer service or customer experience management role within the automotive industry or similar.
2. In-depth knowledge of automotive dealership operations and the sales process or similar industry.
3. Excellent interpersonal and communication skills, with the ability to build rapport and establish trust with customers and staff.
4. Strong leadership and team management abilities.
5. Exceptional problem-solving and conflict resolution skills.
6. Proficient in customer relationship management (CRM) software and Microsoft Office Suite.
7. Ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively.
8. A customer-centric mindset with a passion for delivering exceptional experiences.
9. Valid driver's license and a clean driving record.

To apply for the position of Automotive Customer Experience Manager, please submit your resume, and cover letter to aarnold@rossdowning.com. We thank all applicants for their interest, but only those selected for an interview will be contacted.

Note: The job description provided above is a general overview and may be subject to change based on the specific needs of the dealership, candidates skillset, and manufacturer guidelines.  This is a position in a dealership setting Monday - Friday 30-40 hours weekly.