Dealership Retail Experience Strategist [AQ-26064]

Aquent; Vancouver; On-site; CAD 70,000 - 110,000; Full time

Job summary

Aquent, a global leader in talent and workforce solutions, seeks a role focused on transforming premium customer experiences within the automotive retail space. You will drive in-store consultancy, omni-channel guidance, and collaboration across Business Development, Digital, Marketing, and Sales/Service Operations to raise customer satisfaction and ROI.

This high-visibility position emphasizes travel up to 75%, cross-functional leadership, and a strong client relationship mindset to shape how

Qualifications

• Bachelor’s degree or equivalent work experience.
• 2+ years in sales or service improvement.
• Excellent relationship-building and communication skills.
• Strong analytical and data-driven problem-solving abilities.
• Proven ability to present findings to stakeholders.
• Proficiency in Microsoft Office suite.
• Willingness to travel up to 75%.
• Ability to thrive in a fast-paced environment and own initiatives.

Responsibilities

• Provide in-store consultancy to enhance sales and service experience.
• Guide omni-channel customer interactions for a premium journey.
• Collaborate with Business Development, Digital, Marketing, Sales and Service Ops.
• Support retail partners with new strategies and aligned processes.
• Run regular touchpoints to address performance gaps and drive ROI.
• Lead escalated customer cases with internal and partner teams.
• Document observations and action plans; report progress to field and stakeholders.
• Conduct mystery shop activities and post-shop assessments.
• Travel to assigned retail locations up to 75% and manage time accordingly.

Skills

Relationship-building

Communication

Consultative selling

Analytical skills

Presentation skills

Microsoft Office

Travel readiness

Education

Bachelor’s degree or equivalent

Job description

In this dynamic role, you will have the unique opportunity to directly shape how customers interact with a globally recognized leader in the automotive industry, driving innovation and elevating every touchpoint of their journey. Partnering with Aquent, you will act as a key catalyst for change, empowering retail partners to deliver unparalleled service excellence and transforming the premium customer experience from the ground up.

About Our Partner

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. Through this partnership, you will directly influence how customers interact with a brand synonymous with excellence, making a tangible difference in their journey and the company’s success.

The Opportunity

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, ensuring every customer encounter is exceptional and memorable.

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 (up to 75%) 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.

What You’ll Bring

• Bachelor’s degree or equivalent work experience.
• 2+ years of experience in sales or service experience improvement.
• 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.

Nice-to-Have Qualifications

• Experience working within the automotive industry.