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Customer Experience Manager

 

Job Summary

Create personalized, world-class experiences that drive increased satisfaction, brand loyalty, service retention and profitability. Act as the customer advocate and brand ambassador, playing a crucial role in shaping the customer experience. Support all dealership operations, ensuring that the highest levels of hospitality and personalized service are provided to each customer.   

Essential Duties

  • 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
    • Meets and greets each customer that enters the dealership
    • Serves as a concierge for the customer throughout the entire sales or service process
    • Accepts customer vehicles as they are dropped off for service
    • Facilitates delivery or pick-up of serviced vehicles
    • Serves as a point of contact for all customers and facilitates addressing customer needs
  • Leverages CRM and dealer management systems to anticipate customer needs
    • Makes follow-up calls
    • Sends greeting cards to customer for special occasions
    • Contacts customers for upcoming service reminders  or scheduling, and lease expiration
  • Seamlessly steps in to help Sales Team throughout the sales process – will at times complete these duties independently:
    • Taking sales calls
    • Presentation of vehicle features
    • Writing deals
    • Negotiating price
    • Vehicle delivery
    • Deal processing and paperwork completion
    • Accessories presentation
  • In collaboration with 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
  • 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
  • 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 interaction
  • Maintains customer centricity through ongoing training and mentoring of staff

Minimum Experience and Qualifications

  • 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

Preferred Qualifications

  • Bachelors’ Degree in Hotel, Hospitality or Business Management
  • Automotive experience

5-years of management experience in a guest relations or hospitality role for a luxury brand

Job Knowledge/Skills Required

Valid Driver’s License, without three moving violations in the last three years, no DUI, not under a suspended license.

State of Nebraska Salesperson's License (can be obtained in the job).

 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Work Conditions

Office Environment with some time spent outdoors in heat, rain, snow, ice, etc.

Woodhouse Auto Family

Job Title

Customer Experience Manager

Company

Woodhouse Auto Family

Location

Omaha, NE

More Info

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