Executive Referral Manager

As an Executive Referral Manager, you will play a crucial role in managing and enhancing customer relationships on behalf of various departments including Executive Management, Legal, Engineering Services, Dealers, and Public Relations. Resolve escalated customer issues through sound financial management and mastery of diverse categories such as product, service, recalls, sales, warranty, legal issues, and more.

As an Executive Referral Manager, you will play a crucial role in managing and enhancing customer relationships on behalf of various departments including Executive Management, Legal, Engineering Services, Dealers, and Public Relations. Your expertise in financial negotiation, legal implications, and creative problem-solving will be vital in delivering personalized and satisfactory resolutions to complex cases.

Primary Responsibilities

• Manage all customer communications for various internal departments and external partners.
• Negotiate and manage post-warranty settlements and sales incentives, enhancing customer loyalty and driving business to dealerships.
• Resolve escalated customer issues through sound financial management and mastery of diverse categories such as product, service, recalls, sales, warranty, legal issues, and more.
• Support emission modification campaigns and facilitate projects at authorized dealers.
• Review Lemon Law Buyback cases, utilizing goodwill toolkits to prevent further escalation.
• Collaborate with Legal and Engineering Services to research and resolve Product Liability claims.
• Submit vehicle information templates to alert departments of potential issues.
• Educate team and stakeholders on trending topics and act as a subject matter expert.
• Document and update customer/vehicle information accurately within internal systems.
• Provide training and mentorship to new team members.

Qualifications

• Degree in Business Administration or Business Management, or equivalent work experience.
• 2-4 years of experience in administration, business practices, and management principles.

Other Skills

• Ability to represent the company in litigation and court appearances.
• Strong follow-up and probing skills.
• Flexibility to work varied hours and travel frequently at short notice.
• Excellent written and verbal communication skills.
• Proficiency in office software and internal systems.
• Understanding of organizational structure and workflows.
• Knowledge of the automotive industry and competitive brands.

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