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Customer Experience Manager (Full-Time)

 

CUSTOMER EXPERIENCE MANAGER

Reporting to the General Manager, the daily goal of the Customer Experience Manager (CEM) is to create personalized experiences that drive increased satisfaction, brand loyalty, service retention and profitability. The CEM acts as the customer advocate and brand ambassador, playing a crucial role in shaping the customer experience at the dealership. S/he is empowered by senior management to support all dealership operations, ensuring that the highest levels of hospitality and personalized service are provided to each customer.

DCEM Job Requirements

  • Preferred 5-years of management experience in a guest relations or hospitality role for a luxury brand
  • Passion for delivering personalized attention to guests
  • Ability to motivate cross-functional teams for a common purpose
  • Experience with needs assessment techniques, quality standards and evaluating satisfaction
  • Able to interface easily with individuals of all levels and across diverse cultures
  • Exceptional written, verbal and interpersonal communication skills
  • Detail-oriented and self-motivated with excellent time management and active listening skills
  • Bachelors’ Degree in Hotel, Hospitality or Business Management preferred
  • Automotive experience preferred, but not required

Daily Responsibilities

  • In collaboration with senior management, defines and establishes the service culture of the dealership
  • Facilitates weekly meetings with department heads to discuss customer feedback, performance metrics, employee recognition and opportunities for improvement
  • Leverage CRM and dealer management systems to anticipate customer needs
  • Leads a daily line up in which upcoming sales and service appointments are discussed
  • Serves as the subject matter expert for customer concerns, goodwill, complaint management and follow up in direct cooperation with Sales, Service and Warranty departments, ensuring that all communication loops are closed
  • Ensures that the dealership staff effectively manages the needs of its customers, including personal greetings, access to loaner vehicles, lounge amenities, showroom appearance, appointment scheduling, cleanliness of vehicles, surprise-and-delight interactions and follow up calls
  • Detects operational gaps within the dealership and recommends process optimization to facilitate a consistent experience
  • Ensures commitment to Woodhouse Auto Family standards when interacting with customers and defines the controls necessary to maintain these standards
  • Serves as a role model for desired staff behaviors inclusive of proper service etiquette, including telephone and personal greetings, escorting/handing-off customers and managing difficult interactions
  • Maintains customer centricity through ongoing training and mentoring of staff

 

Woodhouse Auto Family

Job Title

Customer Experience Manager (Full-Time)

Company

Woodhouse Auto Family

Location

Omaha, NE

More Info

 
Date Posted: 
Job Type:  Full-time Employee
Hours:  45+ hours per week; Varies, Monday-Saturday
Occupational Category:  41-9011.00 Demonstrators and Product Promoters
Zipcode:  68117
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