We are seeking a dedicated and relationship-driven professional to lead initiatives that strengthen customer retention, increase repeat business, and enhance the overall ownership experience. In this role, you will develop and execute strategies that build long-term loyalty, support customer satisfaction, and create meaningful engagement throughout the ownership journey.
Responsibilities
- Develop and implement loyalty strategies that improve customer retention and lifetime value.
- Monitor ownership experience metrics and identify opportunities to strengthen engagement.
- Partner with sales, service, marketing, and operations teams to support a consistent customer experience.
- Create and manage programs, communications, and touchpoints that encourage repeat business and brand advocacy.
- Analyze customer feedback, trends, and performance data to guide program improvements.
- Address escalated customer concerns with professionalism and a solutions-focused approach.
- Collaborate on campaigns and initiatives that recognize and reward loyal customers.
- Track program performance and prepare regular reports for leadership.
- Assist sales department with the hiring process, onboarding, and maintaining compliance with factory requirements.
- Report vehicle sales to the manufacturer.
- Submit factory incentives and follow-up on collection.
Qualifications
- Bachelor’s degree in business, marketing, communications, or a related field, or equivalent experience.
- Experience in customer retention, relationship management, loyalty programs, or customer experience.
- Strong analytical skills with the ability to interpret data and recommend actionable improvements.
- Excellent communication and interpersonal skills.
- Ability to manage multiple priorities and collaborate across teams.
- Detail-oriented mindset with strong organizational and project management abilities.
- Proficiency with CRM systems, reporting tools, and Microsoft Office or similar software.
Preferred Qualifications
- Experience in automotive, retail, hospitality, or another customer-focused industry.
- Background in loyalty marketing, lifecycle marketing, or customer engagement programs.
- Familiarity with customer segmentation, campaign performance tracking, and retention analysis.
What We Offer
- A collaborative and customer-focused work environment.
- Opportunities to make a meaningful impact on customer satisfaction and brand loyalty.
- Competitive compensation and benefits.
- Professional growth and development opportunities.
We are committed to creating an inclusive workplace and welcome candidates from all backgrounds who bring the skills, experience, and passion to help build lasting customer relationships.