Owner Loyalty Manager

Nissan Lithia Springs LLC; Lithia Springs (GA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, Dental & Vision Coverage

401k with Matching Contributions

Paid Vacation and Holidays

Associate Discounts

Employee Recognition Programs

Complete Training Programs

Job summary

Smith Automotive Group in Lithia Springs, GA is seeking an Owner Loyalty Manager to lead customer experience initiatives, monitor dealer reputation, and drive loyalty across service and sales.

You will work as the goodwill ambassador, leverage tools like feedback surveys and loyalty dashboards, and collaborate with leadership to turn insights into measurable improvements and stronger customer advocacy.

Qualifications

• Mobility around the dealership and to meetings.
• Clear vision for reading documents and monitoring displays.
• Excellent verbal and written communication with customers and staff.
• Proficient in handling paperwork and computer systems.
• Ability to stand, walk, and stay active during shifts.

Responsibilities

• Be the Chief Customer Advocate: act as the eyes of the Nissan customer at every contact point.
• Identify key process opportunities and drive continuous improvement.
• Organize and lead weekly cross-functional meetings to address issues.
• Monitor customer survey results and respond to concerns promptly.
• Use data reports and tools to guide management decisions and retention efforts.
• Communicate progress regularly to leadership on programs and goals.
• Monitor social media reputation to maintain a positive image.

Skills

Mobility

Visual Acuity

Communication

Manual Dexterity

Stamina

Professional Appearance

Education

High School Diploma or GED

Tools

Computer literacy

Job description

Owner Loyalty Manager (OLM)

As an Owner Loyalty Manager at Smith Automotive Group, you play a pivotal role in establishing and maintaining strong relationships with our valued customers. Serving as the dealership’s goodwill ambassador, you ensure customer satisfaction, foster brand loyalty, and contribute to the overall success of our business.

Benefits:

• Medical, Dental & Vision Coverage:


• We offer a comprehensive benefit package that includes medical, dental, and vision coverage at a nominal cost.


• 401k Plan with Matching Contributions:


• Secure your financial future with our 401k plan, complemented by employer matching contributions.


• Paid Vacation and Holidays:


• Enjoy well-deserved time off with paid vacation days and holiday observance.


• Associate Discounts:


• Take advantage of exclusive discounts on vehicles, service, and parts purchases.


• Employee Recognition Programs:


• We appreciate our team members and recognize their contributions through various recognition initiatives.


• Complete Training Programs:


• Access training programs designed for rapid advancement, including periodic job reviews.

Mission Statement:

Monitor and manage the Customer Experience and dealer reputation through various processes and tools, resulting in higher customer loyalty, service retention, and customer advocacy. As the Owner Loyalty Manager, you are the prime dealership position responsible for evaluating and improving processes to not only meet but exceed customer expectations.

Responsibilities:

1. Be the Chief Customer Advocate:
   
   
   • Experience and interact with customers at each point of contact by the dealership through the eyes of the Nissan customer.
   
   


2. 2. Identify Key Process Opportunities:
   
   
   • Monitor and direct a Continuous Improvement Process to identify and resolve problems, correcting dealership processes for sustainable improvement.
   
   


3. 3 Organize and Lead Process Improvement Meetings:
   
   
   • Plan and conduct weekly Cross Functional Team meetings to address issues and necessary actions
   
   


4. 4 Monitor Nissan Advocacy Tools:
   
   
   • Assure that customer survey results are actively monitored, and the dealership responds promptly to necessary issues or concerns.
   
   


5. 5 Utilize Data Reports:
   
   
   • Develop, implement, and monitor strategies enabling dealership managers to use all customer reports for positive change. Leverage tools such as OFS, Medallia, NCAR, Loyalty, Customer Behavior Dashboard, and Service and Sales Retention tools.
   
   


6. 6 Communicate Progress:
   
   
   • Regularly communicate with the Dealer Principal, Regional Team, and dealership management team on program progress, issues, completed and pending action plans, customer comments, and achieved goals
   
   


7. 7 Monitor Social Media Reputation:
   
   
   • Utilize available technology tools, such as the Reputation Management Dashboard, to build and maintain a positive social media reputation.
   
   

Requirements

Mobility:

The role involves moving around the dealership premises, interacting with customers, and attending meetings.

Visual Acuity:

Clear vision is necessary for reading documents, monitoring displays, and assessing vehicle conditions.

Communication:

Effective verbal and written communication skills are essential for interacting with customers, colleagues, and management.

Manual Dexterity:

Handling paperwork, operating computer systems, and assisting with administrative tasks require good manual dexterity.

Stamina:

The ability to stand, walk, and remain active during business hours is important.

Professional Appearance:

Maintain a neat and professional appearance consistent with the dealership’s standards.

Join our team at Smith Automotive Group and contribute to our commitment to exceptional customer service and brand loyalty!

Previous experience in an Auto Dealer environment.

Strong background in Sales or Customer Service.

Computer literacy and excellent organizational skills.

Problem-solving abilities.

High School Diploma or GED; or equivalent combination of education and experience.