Dealership Retail Experience Strategist

Aquent (United States); Vancouver; On-site; CAD 70,000 - 95,000; Full time

Job summary

Aquent is partnering with a globally recognized automotive leader to elevate premium customer experiences across a national retail network. In this role, you will guide retail partners, optimize sales and service processes, and ensure consistent, high-quality customer interactions across channels.

You will collaborate closely with Business Development, Digital, Marketing, and Sales teams to implement customer-centric strategies, conduct regular performance reviews, and drive continuous

Qualifications

• Bachelor’s degree or equivalent work experience.
• 2+ years of experience in sales or service experience improvement, ideally within the automotive industry.
• Excellent relationship-building, communication, and consultative skills.
• Strong analytical skills with the ability to assess performance data and implement data-driven solutions.
• Strong presentation skills – capable of communicating with internal and external stakeholders.
• Proficiency in Microsoft Office.
• Flexibility for regular travel (up to 75%) to assigned retail locations within your designated territory.
• Able to thrive in a fast-paced environment.
• Proven track record of maintaining strong client relationships.
• Curious mindset, always asking “why.”
• Execution- and performance-oriented – driven to achieve results.
• Strong attention to detail.
• Commitment to excellence.
• Take ownership attitude with urgency.
• Experience in the retail process and sales and service digital platforms.

Responsibilities

• Provide in-store consultancy to enhance sales and service experience and identify gaps.
• Advise on omni-channel customer interactions to ensure premium experience.
• Collaborate with Business Development, Digital, Marketing, and Sales to align journeys with the brand strategy.
• Support retail partners with new strategies based on customer-centric models.
• Conduct regular touchpoints with retail and field teams to drive improvements and ROI.
• Lead escalated customer cases in collaboration with stakeholders and retail partners.
• Document observations, analyses, and action plans with updates to field and internal teams.
• Execute mystery shop activities, post-shop assessments, and action planning with partners.
• Travel regularly to assigned retail locations and manage time to meet support needs.
• Prioritize activities based on ROI and impact.

Skills

Relationship-building

Communication

Consultative skills

Presentation skills

Analytical skills

Attention to detail

Ownership

Fast-paced environment

Retail experience

Sales and service digital platforms

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

Aquent is proud to partner with a globally recognized leader in the automotive industry, a company dedicated to delivering unparalleled driving experiences and exceptional customer service. This organization is committed to innovation, quality, and a premium brand experience that resonates with customers worldwide, shaping the future of mobility and customer engagement.

Are you ready to redefine what a premium customer experience means in the automotive world? This pivotal role offers you the chance to be at the forefront of innovation, shaping how customers engage with a leading brand and ensuring every touchpoint reflects unparalleled quality and seamless service. You will be instrumental in guiding retail partners to achieve new heights in customer satisfaction and business performance, directly influencing the brand’s reputation and success. This is your opportunity to make a tangible, lasting impact, transforming customer interactions and driving operational excellence across a dynamic retail network.

What You’ll Do

• Provide in-store consultancy to enhance both sales and service customer experience, identifying operational gaps and implementing actionable solutions to improve customer satisfaction and business outcomes while adhering to established sales and service processes.
• Offer expert guidance on omni-channel customer interactions to ensure a premium customer experience across the entire customer journey.
• Collaborate with internal teams, including Business Development, Digital, Marketing, and Sales and Service Operations, to align retail customer journeys with the brand’s customer experience strategy.
• Support retail partners with implementing new retail strategies based on customer-centric models, ensuring that sales and service teams are aligned with modernized processes.
• Conduct regular touchpoints with retail and field teams to provide ongoing support and address any performance gaps, facilitate change management, and ensure continuous improvement, while prioritizing activities and outcomes that drive higher ROI.
• Take a lead in handling escalated customer cases through resolution in collaboration with internal stakeholders and retail partners.
• Utilize various tools to document observations, analysis, and action plans, while providing regular updates to the field team and internal stakeholders.
• Execute mystery shop activities, post shop assessments, and action planning with retail partners.
• Travel regularly to assigned retail locations and manage time accordingly based on support needs and performance metrics.
• Prioritize according to greatest need and highest opportunity to drive ROI.

Required Skills & Experience

• Bachelor’s degree or equivalent work experience.
• 2+ years of experience in sales or service experience improvement, ideally within the automotive industry.
• Excellent relationship-building, communication, and consultative skills.
• Strong analytical skills, with the ability to assess performance data and implement effective, data-driven solutions.
• Strong presentation skills – capable of communicating effortlessly with internal and external stakeholders.
• Proficiency in Microsoft Office.
• Flexibility for regular travel (up to 75%) to assigned retail locations within your designated territory.
• Ability to thrive in a fast-paced environment.
• A proven track record of seamlessly making and maintaining strong client relationships.
• A curious mindset, always asking “why.”
• Execution and performance oriented – driven to achieve results.
• Strong attention to detail.
• Commitment to excellence.
• A take ownership attitude with an inherent sense of urgency.
• Experience in the retail process and sales and service digital platforms.