Owner Loyalty Manager

OWNER LOYALTY MANAGER - AUTOMOTIVE

The Owner Loyalty Manager is the prime dealership position responsible for evaluating and improving processes that not only meet, but exceed
customer expectations. This position will monitor and manage the Customer Experience and dealer reputation through various processes and tools with the goal of producing higher customer loyalty, service
retention and customer advocacy.

Responsibilities include the following:
► Be the Chief Customer Advocate: experience and interpret each customer touch point through the eyes of the customer.
► Identify Key Process Opportunities: Monitor and direct a Continuous Improvement Process to identify and resolve problems and correct dealership processes for
sustainable improvement (Sales process, Service process, Customer engagement and Dealership Reputation Management)
► Organize and Lead Process Improvement Meetings: Plan and conduct weekly Cross Functional Team (CFT) meetings or action planning meetings that involve team
members to address issues and actions.
► Monitor and Act on Customer Advocacy Tools: Assure that customer survey results as well as online reviews are monitored. Respond to customer feedback received
through Hyundai Feedback and Social Media sources
to engage with customers and correct any issues or concerns.
► Utilize data reports and information: Develop, implement and monitor strategies to inform dealership managers of relevant customer satisfaction reports and other
analysis data to bring about change (Bluelink)
► Communicate Progress: Communicate with Dealer Principal, GM, Regional team, and dealership team members on Program progress and issues such as completed action
plans, Customer comments and goals achieved etc.
► Monitor Dealership Social Media Reputation: Utilize available technology tools to build Social Reputation in Dealer's social community                                                                                                                                                                              
► Meet with GM and Service Manager on a regular basis to collaborate on performance trends, dealership initiatives and process changes.
► Utilize Hyundai tools and training to develop and enhance dealership approach. Bluelink, Hyundai Learning, etc. are all tools that should be utilized daily
to enhance dealership performance.

Requirements
• Proven interpersonal skills demonstrating a commitment to strengthen the dealership brand
through building and maintaining a loyal long-term customer base
• Excellent written and verbal communication skills.
• Proven ability to think strategically and evaluate performance metrics to identify trends
• Ability to effectively communicate with dealership management team members
• Strong organizational skills suited for staying current on multiple focus areas through performance evaluation and socialization with appropriate teams
• Working knowledge of Nissan and third party customer service software, databases and tools
• Troubles hooting and multi-tasking skills
• Preferred BS degree in Business Administration or related field
• Excel and Word proficiency
• Flexibility to work in an ever changing and improving environment.