Loyalty & Retention Manager

Sonic Automotive; Santa Monica (CA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical

Dental

Vision

HSA

401k

PTO

Training awards

Job summary

The Loyalty Retention Specialist at Sonic Automotive is responsible for building dealership loyalty and retention by actively engaging previous customers through phone, email and text on a scheduled basis.

This high-visibility role reports to the Loyalty Manager (or Sales Manager) and offers a clear career path within Sonic Automotive, with opportunities to impact retention metrics and customer experience.

Qualifications

• Minimum 1 year automotive retail experience.
• Proficient in CDK CRM (Elead).
• Exceptional written and verbal communication.
• Ability to establish and maintain strong relationships.
• Strong organizational and time management skills.
• Adaptable to change; proficient with Microsoft Office.

Responsibilities

• Direct communication with the dealership’s loyalty of previous lease and loan customers.
• Adhere to the dealership’s loyalty process for previous lease and loan customers.
• Deliver a VIP experience to loyalty customers to ensure repeat business.
• Ensure retention goals for Financial Services and OEM are met or exceeded.
• Multi-task across CRM, OEM platforms, and loyalty sites.
• Contact customers via phone, email and text about lease/loan end information.
• Follow up with retention customers before maturity or end of contract.
• Track guest contact and communicate outcomes with management.
• Provide end-of-term solutions (lease, loan, cash).
• Schedule pre-inspections and test drives where applicable.

Job description

The Loyalty Retention Specialist at Sonic Automotive is responsible for building dealership loyalty and retention by actively engaging previous customers through phone, email and text on a scheduled basis.

This high-visibility role reports to the Loyalty Manager (or Sales Manager) and offers a clear career path within Sonic Automotive, with opportunities to impact retention metrics and customer experience.