Customer Retention Management Consultant

Consultant Customer Retention Management

Manage all business aspects of Aftersales customer relations, vehicle repurchase demands, trade assist in all Markets/Dealers with the goal of reducing costs and retaining customers. This includes acting as the primary liaison for the Region, Dealerships, Warranty Services Group, Sales, Aftersales, Customer Relations, Finance, Engineering, Legal, Logistics, Client Financial and Vendors.

Overall Deliverables: This content should not be construed as an exhaustive statement of responsibilities or requirements. Employees may be required to perform other job-related responsibilities in order for the department to achieve its goals.

Responsibilities:

• Mastery of sales process and ability to "desk a deal".
• Knowledge of customer retention options.
• Build solid relationships with Field reps and Dealership Service personnel.
• Work hand-in-hand with Customer Advocacy to recognize potential customer dissatisfaction early in the ownership process through dealership contact, customer contact, legal, or early warning system.
• Knowledge of options to resolve.
• Ability to develop seamless strategies to keep customers in the brand while helping to maintain the dealer/customer relationship.
• Recognize industry trends of like brands for customer retention and apply internally.
• Ability to communicate all of the above to Customer Advocacy Team.
• Practice fiduciary responsibility in each case.
• Ensures Customer Satisfaction by managing vehicle repurchase and trade assist responsibilities including case evaluations and final decisions quickly.
• Identifies customers who can be retained in the brand through skillful negotiation utilizing cost benefit analysis.
• Possesses familiarity of Lemon Law Buyback state regulations.
• Maintain contact with legal dept to ensure that compliance with appropriate state regulations is followed.
• Manages and distribution and proper filing of all required documentation, releases, disclosures, deal jackets in a timely fashion from issue through to completion.
• Understands and communicates vehicle logistics to vendor, dealers and CPO Team.
• Maintains contact with plaintiff counsel on pre-litigation cases.
• Responsible to audit claims to verify accuracy and compliance.
• Works with Warranty Services Group (WSG) to manage addition and removal of vehicle status and inquiries. Compile reporting for various activities.
• Work with Finance, Legal, MBFS, Engineering, WSG, Field, dealerships, vendors, CCMs to establish clear and open communication channels for every facet of the Customer Retention process.
• Support NLP 5% reduction of Lemon Law BuyBack spend.

Qualifications:

• Bachelor's Degree (accredited school) or equivalent work experience with emphasis in:
• Business Administration
• Business Management
• Finance
• Marketing
• Must have 5+ years (total) of experience in the following:
• Administration - Proficient Knowledge of administrative procedures, process/project development, and system procedures.
• Automotive-Retail - Comprehensive Knowledge of retail processes and procedures, with emphasis in New and Pre-owned (including CPO) sales, accessories, service and parts.
• Business - General - Comprehensive Knowledge of fundamental business practices and concepts that impact the success and profitability of the organization.
• Sales - Proficient Knowledge of selling processes, procedures and techniques used by the industry to create a positive customer experience and encourage repeat business.
• Legal - Comprehensive knowledge of the Song Beverly Consumer Warranty Act and courtroom processes/proceedings.
• Must be able to work flexible hours/work schedule
• Requires valid driver's license
• Travel domestically