• Region Customer Experience Specialist

    Job Locations US-FL-Jacksonville
    Job ID
    2019-1184
    Category
    Region Sales
    Travel Required
    Yearly
  • Overview

    Position Summary

     

    The CX and Loyalty Specialist is responsible for working closely with dealers, DM/DSMs, and vendor partners to improve customer satisfaction, loyalty and ultimately dealer throughput and profitability across the Mazda dealer network within their assigned region. The CX and Loyalty Specialist will assist with the execution of initiatives to improve dealer performance and build a sustainable, loyalty based business model across our network, socializing best practices and process implementation, with a focus on driving significant customer experience improvements in alignment with Mazda Brand Value Management philosophies.

     

    Responsibilities

    Field, Dealer, Corporate, and Vendor Coordination

    • Act as the bridge between sales and aftersales activities that impact customer retention, vehicle retention, customer experience, and ultimately repurchase loyalty
    • Coordinate in-dealer process improvement consultations and implementations for high-impact dealers within the region
    • Travel as needed to visit key dealers for customer satisfaction and loyalty process improvement activities and conduct assessments of dealer processes that drive loyalty
    • Assist with regional field training in support of CX, customer and vehicle retention, and loyalty initiatives
    • Promote and encourage dealer’s participation in MNAO’s CX/Loyalty initiatives
    • Coordinate regional peer group process improvement meetings / workshops to support Customer Satisfaction and Loyalty
    • Work toward specific quantitative goals that will affect overall company goals

    Communicating and Reporting

    • Communicate goals, objectives, status, and other KPI related to customer satisfaction, retention and loyalty
    • Act as liaison between MNAO corporate office, various vendor partners, and field managers
    • Serve as regional SME on loyalty reporting
    • Champion Mazda Experience Standards, coordinate all enrollment and tracking activities as it pertains to this program, while serving in support capacity to field team

    Qualifications

    Education (Minimum)

    • Bachelor's degree in business administration, automotive technology, marketing, or related discipline preferred (or equivalent work experience)

    Experience:

    • Minimum of 4 plus years’ experience, with a proven track record of success:
      • 2 plus year experience in a sales related capacity; previous wholesale automotive experience preferred Retail experience a plus.
      • 2 plus years over all work experience
      • 3 plus years in a demonstrated Leadership role

    Knowledge/Skills/Abilities

    • Ability to plan, organize, and manage multiple projects simultaneously
    • Strong business acumen in dealership operations
    • Communicate effectively, both orally and in writing
    • Establish and maintain effective relationships with dealers, staff and senior management
    • Computer knowledge including spreadsheet and internet applications

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