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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.   

What you will do

  • Manage the needs of the 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
  • Leverage CRM and dealer management systems to anticipate customer needs
  • Step in to help Sales Team throughout the sales process; duties include taking sales calls, presenting vehicle features, writing deals, negotiating pricing, processing deals etc. 
  • In collaboration with management, define and establish the service culture of the dealership
  • Facilitate weekly meetings with department heads to discuss customer feedback, performance metrics, employee recognition and opportunities for improvement
  • Lead a daily line up in which upcoming sales and service appointments are discussed
  • Serve as the subject matter expert for customer concerns, goodwill, complaint management, and follow up with the necessary deparments
  • Detect operational gaps within the dealership and recommend process optimization to facilitate a consistent experience
  • Serve 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
  • Maintain customer centricity through ongoing training and mentoring of staff

What you need

  • 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
  • Ability to interact 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

Job Knowledge/Skills Required

  • 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

What we have

  • No Sundays
  • Health Insurance
  • Dental & Vision Insurance
  • 401K Plan
  • Cafeteria Plan- Medical & Dependent Care
  • Paid Vacation
  • Employee Purchase Discounts
  • Community involvement opportunities
  • Family events

(Only full-time employees are eligible for benefits listed above, excluding Employee Purchase Discounts)

Woodhouse Auto Family

Job Title

Customer Experience Manager


Woodhouse Auto Family


Omaha, NE

More Info

Date Posted: 
Job Type:  Full-time Employee
Hours:  45+ hours per week; Varies, Sat required
Occupational Category:  41-9011.00 Demonstrators and Product Promoters
Zipcode:  68117
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More about us: https://www.woodhouse.com/careers