Owner Experience & Loyalty Lead

Rj-Dougherty-Associates-LLC; Florida; On-site; USD 90,000 - 120,000; Full time

Job summary

Everglades Boats is seeking an Owner Experience Lead in Edgewater, FL, to build strong relationships with owners of premium vessels and resolve complex customer concerns. This role works with leadership, dealers, and internal teams, using independent judgment to improve customer satisfaction and brand loyalty.

The position requires advancing CSI initiatives, analyzing feedback, and developing dashboards and performance metrics to drive product and service improvements.

Qualifications

• Bachelor’s degree in Business Administration, Communications, Hospitality Management, or related field; or 9+ years in lieu of a degree.
• Experience independently managing complex customer relationships and escalations.
• Experience analyzing customer satisfaction metrics and identifying trends.
• Advanced proficiency with Excel, including pivot tables, data analysis, reporting, charts, and dashboards.
• Strong CRM proficiency and data integrity in reporting and performance analysis.

Responsibilities

• Proactively engage with owners of designated large-model boats to assess satisfaction and identify opportunities to enhance their ownership experience.
• Document each call accurately in the CRM, including owner feedback, concerns, and outcomes.
• Identify owners at risk of dissatisfaction and elevate appropriately.
• Own customer concerns through resolution, partnering with internal departments and dealers to develop effective solutions.
• Exercise independent judgment in prioritizing escalations and addressing issues with potential financial or reputational impact.
• Maintain accountability for timely communication and resolution of escalated customer matters.
• Identify recurring issues and share insights with leadership to improve products, processes, and dealer performance.
• Oversee CSI follow-up activities and analyze CSI results, CRM data, and owner feedback to identify trends.

Skills

CRM proficiency

Excel (pivot tables)

Communication skills

Analytical thinking

Problem solving

Education

Bachelor's degree in Business, Communications, Hospitality Management or related field

Tools

CRM systems

Microsoft Excel

Job description

Everglades Boats is seeking an Owner Experience Lead in Edgewater, FL, to build strong relationships with owners of premium vessels and resolve complex customer concerns. This role works with leadership, dealers, and internal teams, using independent judgment to improve customer satisfaction and brand loyalty.

The position requires advancing CSI initiatives, analyzing feedback, and developing dashboards and performance metrics to drive product and service improvements.