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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

Company

Woodhouse Auto Family

Location

Omaha, NE

More Info

 
Date Posted: 
Job Type:  Full-time Employee
Shift: 
Custom
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