Client Experience Director

Overview:

We are seeking a dynamic and experienced individual to fill the role of Client Experience Director. The ideal candidate will possess a unique blend of auto industry expertise, concierge/hospitality experience, and a proven track record of leading successful teams. This role is pivotal in managing an internal team, fostering client relationships, and ensuring an exceptional customer experience within the automotive service sector.

Qualities:

• Auto Experience: Deep understanding of the automotive industry.
• Concierge/Hospitality Experience: Helpful in providing a customer-centric approach.
• Auto Service Experience: Not mandatory, although a plus.
• Team Leadership: Prior experience leading and managing a team.
• Coach Type: Engaging and capable of developing team members.
• Problem Solver: Proven ability to identify and solve complex challenges.

Role:

• Team Management: Lead and manage an internal team of approximately 5-20 individuals.
• Client Support: Directly support a group of Dealership Clients, ranging from 5-20.
• Communication: Engage in face-to-face (primarily virtual) interactions with the Client Service Team.
• Customer Experience (CX): Drive exceptional customer experiences and increase appointment business.
• Operational Excellence: Leverage the right people, tools, and communication to streamline daily Standard Operating Procedures (SOP).
• Relationship Building: Foster and grow relationships between internal staff and dealership staff.

Job Description & Profile:

• Target Annual Compensation (includes variable): $70,000 - $100,000
• Leadership: Demonstrated leadership skills with the ability to inspire and motivate a team.
• Winning Mentality: Understands how to ensure success for all parties involved.
• Teaching: Capable of imparting knowledge and growing team members.
• Liaison to Dealership Service Department: Serve as the direct point of contact, ensuring effective communication and collaboration.
• Portfolio Compensation Opportunity: The more successful interactions, expanded portfolio, and smooth operations contribute to increased compensation.
• End-to-End Responsibility: From installing new dealerships to onboarding, development, management, and ongoing support of processes – this role covers the entire spectrum.

Requirements:

• Proven experience in team leadership, ideally in a customer service or automotive environment.
• Strong communication and interpersonal skills.
• Results-driven with a focus on customer satisfaction.
• Flexibility to adapt to a fast-paced and evolving industry.
• Willingness to travel as needed.

If you are a strategic thinker, results-oriented, and have a passion for creating outstanding customer experiences in the automotive sector, we invite you to apply for this exciting opportunity. Join our team and play a key role in shaping the future of client success and development in the auto industry.