Bilingual Dealer CX Leader CSI & Reputation

Champion Porsche; Pompano Beach (FL); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

401(k) matching

Employee assistance program

Health insurance

Life insurance

Paid time off

Vision insurance

Job summary

Champion Porsche in Florida seeks a Dealer Customer Experience Manager (DCEM) to champion customer satisfaction across Sales and Service. You will lead resolution of concerns, analyze CSI metrics, and drive process improvements to enhance the dealership’s luxury brand experience.

You will oversee customer information accuracy in DMS/CRM, manage reputation on major platforms, and coordinate customer appreciation initiatives. Fluency in English and Spanish is required for daily interactions.

Qualifications

• Fluent in English and Spanish.

Responsibilities

• Spearheads resolution of all customer concerns in Sales and Service, handling open case alerts and resolution.
• Analyzes CSI metrics daily and identifies opportunities for process improvements.
• Oversees dealership maintenance initiatives and sanitization practices to reflect a luxury brand.
• Ensures accurate customer data in DMS/CRM for targeted marketing and 'surprise and delight' programs.
• Monitors dealership web presence and maintains up-to-date associate bios and specials.
• Manages reputation across Google, Yelp, DealerRater, and Facebook; coordinates response processes.

Skills

English fluency

Spanish fluency

Job description

Champion Porsche in Florida seeks a Dealer Customer Experience Manager (DCEM) to champion customer satisfaction across Sales and Service. You will lead resolution of concerns, analyze CSI metrics, and drive process improvements to enhance the dealership’s luxury brand experience.

You will oversee customer information accuracy in DMS/CRM, manage reputation on major platforms, and coordinate customer appreciation initiatives. Fluency in English and Spanish is required for daily interactions.