Owner Loyalty Manager

Owner Loyalty Manager (OLM)

As an Owner Loyalty Manager at Smith Automotive Group, you play a pivotal role in establishing and maintaining strong relationships with our valued customers. Serving as the dealership’s goodwill ambassador, you ensure customer satisfaction, foster brand loyalty, and contribute to the overall success of our business.

Benefits:

• Medical, Dental & Vision Coverage:
• We offer a comprehensive benefit package that includes medical, dental, and vision coverage at a nominal cost.
• 401k Plan with Matching Contributions:
• Secure your financial future with our 401k plan, complemented by employer matching contributions.
• Paid Vacation and Holidays:
• Enjoy well-deserved time off with paid vacation days and holiday observance.
• Associate Discounts:
• Take advantage of exclusive discounts on vehicles, service, and parts purchases.
• Employee Recognition Programs:
• We appreciate our team members and recognize their contributions through various recognition initiatives.
• Complete Training Programs:
• Access training programs designed for rapid advancement, including periodic job reviews.

Mission Statement:

Monitor and manage the Customer Experience and dealer reputation through various processes and tools, resulting in higher customer loyalty, service retention, and customer advocacy. As the Owner Loyalty Manager, you are the prime dealership position responsible for evaluating and improving processes to not only meet but exceed customer expectations.

Responsibilities:

1. Be the Chief Customer Advocate:

• Experience and interact with customers at each point of contact by the dealership through the eyes of the Nissan customer.

2. Identify Key Process Opportunities:

• Monitor and direct a Continuous Improvement Process to identify and resolve problems, correcting dealership processes for sustainable improvement.

3 Organize and Lead Process Improvement Meetings:

• Plan and conduct weekly Cross Functional Team meetings to address issues and necessary actions

4 Monitor Nissan Advocacy Tools:

• Assure that customer survey results are actively monitored, and the dealership responds promptly to necessary issues or concerns.

5 Utilize Data Reports:

• Develop, implement, and monitor strategies enabling dealership managers to use all customer reports for positive change. Leverage tools such as OFS, Medallia, NCAR, Loyalty, Customer Behavior Dashboard, and Service and Sales Retention tools.

6 Communicate Progress:

• Regularly communicate with the Dealer Principal, Regional Team, and dealership management team on program progress, issues, completed and pending action plans, customer comments, and achieved goals

7 Monitor Social Media Reputation:

• Utilize available technology tools, such as the Reputation Management Dashboard, to build and maintain a positive social media reputation.