Loyalty & Retention Manager - Auto Retail

Delavan Holdings; Galesburg (IA); On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

401(k) Retirement Plan with Company <–

Paid Time Off

Life Insurance

Employee Assistance Program

Daily Pay Options

Employee Discounts on Vehicles, Parts,

Ongoing Training and Professional Dev

Job summary

Kunes Auto Group is seeking a Loyalty Manager to own and optimize our loyalty program, retention campaigns, and customer lifecycle communications. You will partner with Sales, Service, BDC, and Marketing to increase lifetime value, repeat purchases, and referrals.

You will design and manage retention initiatives across departments, analyze customer data, and drive win-back campaigns, while tracking KPIs like NPS and lifetime value. This role operates Monday–Friday, 8:00–5:00 at the dealership.

Qualifications

• 3+ years in Automotive Retail, Auto Sales Management, CRM, Marketing, or Customer Experience required.
• Dealership experience strongly preferred
• A proven track record managing customer retention or loyalty programs
• Strong analytical skills and comfort with CRM and DMS reporting tools such as DriveCentric, DealerSocket, Tekion, or CDK
• Excellent communication and relationship-building skills, with customers and across departments
• Project management skills and the ability to run multiple campaigns at once
• Valid driver's license and clean driving record

Responsibilities

• Design, launch, and manage customer loyalty programs and retention initiatives across Sales and Service
• Analyze customer data, including purchase history, service visits, and lease or finance maturity dates, to find retention and conquest opportunities
• Partner with Sales and Service to build equity mining and lease-end or loan-payoff campaigns that drive repeat vehicle purchases
• Own the customer touchpoint cadence: post-sale follow-up, service reminders, anniversary and birthday outreach, and win-back campaigns for lapsed customers
• Monitor and improve retention metrics, including repeat purchase rate, service retention rate, Net Promoter Score, and customer lifetime value
• Manage third-party loyalty and retention tools and CRM workflows, keeping data accurate and automated communications on time
• Collaborate with Marketing on loyalty content, direct mail, email, and digital campaigns
• Train and coach sales and service advisors on relationship-building practices that support retention goals
• Track referral programs and reward customer advocacy
• Report weekly to dealership leadership on program performance and ROI
• Resolve escalated customer relationship issues that affect long-term loyalty, working with Sales and Service management

Skills

CRM

Marketing

Customer Experience

Data analysis

Communication

Project management

Tools

DriveCentric

DealerSocket

Tekion

CDK

Job description

Kunes Auto Group is seeking a Loyalty Manager to own and optimize our loyalty program, retention campaigns, and customer lifecycle communications. You will partner with Sales, Service, BDC, and Marketing to increase lifetime value, repeat purchases, and referrals.

You will design and manage retention initiatives across departments, analyze customer data, and drive win-back campaigns, while tracking KPIs like NPS and lifetime value. This role operates Monday–Friday, 8:00–5:00 at the dealership.