Client Relations Manager

Description

Description:

This role will support the Customer Experience Department, with a keen focus on building and maintaining client relations. The individual will be responsible for driving US Auto Trust’s Common Purpose and Values and DRIVEN initiatives. Additional responsibilities will include providing support to the dealership operations in the execution of client’s benefits, value-added programs and events that enhance the overall client experience and retention. 

Primary Responsibilities:

1. Demonstratively support the implementation and sustainability of US Auto Trust’s Common Purpose, Values and Experience Standards.

2. Support the Customer Experience department in the proper execution of the Experience Standards.

3. Acts as the liaison between the Customer Experience Officer, Experience Ambassadors, and the dealerships to communicate client experience initiatives.

4. Collaborate with the General Manager and the dealership leadership team to build client relations.

5. Manage assigned portfolio of clients to build client engagement, by updating clients’ information, events, and touchpoints in the CRM.

6. Proactively connect with clients for retention and other events, special occasions, and share information on upcoming specials.

7. Contribute to the creation of unique events, benefits, and service initiatives.

8. Help generate and execute ideas for events/initiatives to drive engagement and retention.

9. Assist in all aspects of the client’s benefits fulfillment.

10. Assist in the creation, management, and analysis of data from CRM and client surveys to improve service initiatives, retention rates and customer satisfaction.

11. Responsible for assisting with clients’ lease renewal.

12. Support the execution of all retention events and programs throughout the year.

13. Prepare weekly reports and updates on all programs, such as experience initiatives, client’s engagement, and retention.

14. Other duties as assigned.

Qualifications and Experience:

• Minimum of 2-3 years in hospitality, retail, and/or sports and entertainment industry.
• Bachelor’s degree in business administration or a related field preferred.
• Equivalent work experience in the field of hospitality, retail and/or sports and entertainment industry in lieu of bachelor’s degree.
• Strong written, verbal and communication skills.
• Knowledge of Microsoft Excel, Word, Outlook, and PowerPoint.
• Experience working with Customer Relations Management system.

The job description is intended to describe the type of work being performed by a person assigned to this position. It is not an exhaustive list of all duties and responsibilities required by the team member.