Job Title: Customer Relations & Experience Manager
Reports To: Owner
Reports To: Owner
Position Summary:
We are seeking a high-impact Customer Relations & Experience Manager to take our already great customer experiences to the very highest level!
This role goes beyond traditional customer service—this individual will champion our “Why Buy Here” philosophy, hold teams accountable for customer outcomes, and drive measurable improvements in customer satisfaction and policy-related decisions.
We are seeking a high-impact Customer Relations & Experience Manager to take our already great customer experiences to the very highest level!
This role goes beyond traditional customer service—this individual will champion our “Why Buy Here” philosophy, hold teams accountable for customer outcomes, and drive measurable improvements in customer satisfaction and policy-related decisions.
The ideal candidate is analytical, assertive, and customer-focused, with the ability to both resolve individual concerns and identify systemic issues affecting the customer experience and profitability.
Core Responsibilities:
Customer Experience Leadership
- Champion and reinforce the company’s “Why Buy Here” value proposition across all locations
- Act as the central point of contact for escalated customer concerns and unresolved issues
- Ensure consistent, high-quality customer communication and follow-up across all dealerships
- Conduct proactive follow-up with customers, including those with unresolved or policy-related outcomes
Policy Oversight & Accountability
- Review and challenge policy write-offs to ensure appropriate use and consistency across stores
- Follow up directly with customers whose situations resulted in policy adjustments or write-offs
- Identify trends in policy usage and work with leadership to reduce unnecessary losses
- Hold managers accountable for decisions that impact both customer satisfaction and gross
Data & Performance Analysis
- Analyze data and reporting from NADA, DealerOps, and internal systems
- Identify patterns in customer complaints, CSI performance, and policy-related expenses
- Determine which departments or managers are over-utilizing policy and why
- Provide regular reporting and actionable insights to ownership
Operational Improvement
- Partner with General Managers and department leaders to improve processes driving customer dissatisfaction
- Help implement strategies to reduce policy expense while improving customer retention
- Develop and recommend best practices for handling disputes, goodwill decisions, and escalations
Qualifications:
- 3+ years of experience in automotive dealership operations, customer relations, or fixed/variable ops
- Strong understanding of dealership financials, including policy/goodwill adjustments
- Experience working with NADA, DealerOps, or similar reporting tools
- Proven ability to analyze data and translate it into actionable insights
- Strong communication skills with the ability to have direct, accountability-driven conversations
- Highly organized, detail-oriented, and self-directed
Key Traits for Success:
- Not afraid to ask “why” and challenge the status quo
- Balanced mindset: customer-first but financially aware
- Comfortable working directly with ownership and senior leadership
- Persistent in follow-up and resolution
- Strong sense of ownership and accountability
Compensation & Benefits:
- Competitive salary + performance-based incentives tied to CSI improvement and policy reduction
- Full benefits package (health, dental, vision)
- Paid time off
- 401(k) with company match
Impact of the Role:
This position plays a critical role in protecting both our customer relationships and our bottom line. Success will be measured by improved customer satisfaction, reduced unnecessary policy expense, and stronger accountability across all locations.
This position plays a critical role in protecting both our customer relationships and our bottom line. Success will be measured by improved customer satisfaction, reduced unnecessary policy expense, and stronger accountability across all locations.