Customer Experience & Retention Manager (100% Remote)

**Personality**

* Extremely organized.
* Friendly.
* High empathy.
* Not easily offended.
* Good on the phone.
* Comfortable asking for reviews.
* Comfortable asking for money.
* Comfortable handling complaints.
* Experience with Scheduling in CRM’s (Highlevel, Jobber preferred).

**Someone obsessed with:**

* Customer journey.
* Customer happiness.
* Retention.
* Loyalty.
* Reviews.
* Referrals.

**JB Mobile Detailing & Spa**

Santa Clara & San Carlos, CA

At JB Mobile Detailing, we believe we are in the people business first and the detailing business second.

We are looking for someone who genuinely cares about creating exceptional customer experiences and building long-term relationships.

This is not a call center position.

This is not a customer service position.

This is not a sales position.

This is a Customer Experience & Retention Manager role.

You will become the voice of the company after the sale, helping clients feel valued, heard, cared for, and excited to return.

We are looking for someone who takes pride in creating loyalty, earning trust, generating reviews, and helping customers become lifelong advocates of our brand.

**Who We Are Looking For**

You may be a great fit if you are:

Extremely organized.

Very detail-oriented and comfortable following established processes to ensure no important steps are missed.

Friendly and professional.

Highly empathetic.

Calm under pressure.

Not easily offended.

Comfortable having difficult conversations.

Comfortable asking for reviews and referrals.

Comfortable discussing pricing, memberships, and upgrades.

Passionate about helping people.

Obsessed with details and follow-through.

Bilingual in English and Spanish.

Comfortable using CRM systems and technology.

Comfortable using both Mac and Windows systems, with a preference for Mac.

Proactive in identifying opportunities to improve current systems and processes.

Comfortable taking notes and documenting information instead of relying only on memory.

The candidate must be available to work during Pacific Time (PT) business hours.

**Preferred Experience**

Experience with:

* HighLevel (GHL).
* Jobber.
* CRM management.
* Customer service.
* Scheduling and dispatch coordination.
* Review generation.
* Retention programs.
* Membership programs.
* Phone communication.

Automotive industry experience is a plus but not required. If the candidate does not have prior experience in car detailing or the automotive industry, they should have a strong willingness to learn about a new field and a genuine passion for vehicles and the automotive industry, as this will help them adapt to the position much faster. 

**Your Mission**

Your mission is simple:

Create such a great customer experience that clients become loyal customers, leave reviews, refer their friends, and continue using JB Mobile Detailing for years to come.

You will serve as the communication bridge between:

* Customers
* Detailers
* Operations Team
* Management

Your role is to ensure customers always feel informed, valued, and taken care of.

**What You Will Be Responsible For**

**Customer Experience**

* Follow up with customers after service completion
* Confirm satisfaction and address concerns
* Create positive customer experiences
* Resolve issues before they become complaints

**Reviews & Referrals**

* Request Google and Yelp reviews
* Encourage referrals from happy customers
* Track review conversion rates
* Help strengthen the company’s online reputation

**Retention & Loyalty**

* Promote membership programs
* Encourage repeat business
* Track rebooking opportunities
* Build long-term customer relationships

**Scheduling & Coordination**

* Confirm upcoming appointments
* Coordinate with operations teams
* Communicate delays or schedule changes
* Assist with VIP and recurring customer management

**Key Performance Indicators (KPIs)**

You will be measured by outcomes, not just activity.

Success metrics include:

* Customer follow-up completion rate
* Customer satisfaction rate
* Review requests completed
* Reviews received
* Referral requests completed
* Referrals generated
* Membership opportunities created
* Membership sign-ups
* Rebook rate
* ETA communication compliance
* Resolution of customer concerns

**Success In This Role Looks Like**

Customers consistently say:

“They really care.”

Reviews increase every month.

Customers return more often.

Referrals increase.

Problems get solved before they become bigger issues.

The customer experience feels personal, professional, and unforgettable.