Porsche Customer Experience Manager - Porsche Westwood

Group 1 Automotive; Westwood (MA); On-site; USD 34,000 - 49,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Paid Time Off (PTO)

Employee Stock Purchase Plan

Employee Vehicle Purchase Program

Job summary

Group 1 Automotive is seeking a Porsche Customer Experience Manager for its luxury dealership. You will lead the customer journey from showroom to ownership, ensuring exceptional service, hospitality, and brand alignment.

Responsibilities include coordinating cross-department efforts, creating memorable events, and maintaining facility standards consistent with Porsche luxury. A bachelor’s degree and 3–5 years in luxury hospitality or premium retail are preferred.

Qualifications

• Bachelor's degree preferred; equivalent experience considered.
• 3-5 years in luxury hospitality, premium retail, automotive, or dealership operations.
• Strong communication and problem-solving skills.
• CRM and digital tools familiarity; CDK is a plus.

Responsibilities

• Champion seamless customer journey across Sales, Service, and Parts.
• Coordinate resolutions to customer concerns with relevant teams.
• Lead personalized follow-up, VIP engagement, and recovery initiatives.
• Maintain presence in dealership to ensure guest connection with teams.
• Uphold Porsche brand and facility standards, including showroom, lounges, and signage.
• Plan and execute Porsche experiences and brand-aligned events.
• Coordinate with internal and external partners for events and readiness.

Skills

Customer experience

Communication

CRM experience

Luxury hospitality

Interpersonal skills

Education

Bachelor's degree in Business/Marketing/Hospitality

Tools

CDK

Job description

About Us

Group 1 Automotive, Inc. (NYSE: GPI) is a Fortune 250 leader in global automotive retail, operating more than 250 dealerships and collision centers across the United States and United Kingdom. As the 4th largest dealership group in the U.S., Group 1 delivers a fully integrated automotive experience, including vehicle sales, financing, aftersales service, and digital retail solutions. As the automotive industry continues to evolve, Group 1 is investing in the people, technology, and operational excellence needed to shape what comes next. Our work is grounded in a simple belief, that a better experience for customers starts with an exemplary experience for employees. At Group 1, our commitment is to keep finding smarter ways to serve our customers and support one another. We believe great careers are built in environments where people are trusted, challenged, and given room to grow. If you share our core values of integrity, transparency, professionalism, teamwork, and respect, you can get more with Group 1. More opportunity. More support. More ways to build a career that moves you forward.

Overview

Group 1 Automotive, a recognized leader in the automotive retail industry, is seeking a passionate and customer-focused Porsche Customer Experience Manager to join our elite team. This is not just a role — it's a mission. As the Porsche Customer Experience Manager, you are the face and soul of our Porsche dealership. You’ll ensure that every customer, from the moment they step into our showroom to every interaction throughout their ownership journey, experiences nothing short of excellence. You’ll curate unforgettable experiences, build lasting relationships, and uphold the highest standards of Porsche’s luxury brand.

Responsibilities

Elevate the Porsche Experience

• Champion a seamless, personalized customer journey across Sales, Service, and Parts, ensuring every interaction reflects Porsche's standards of hospitality and care.
• Proactively identify and coordinate resolutions to customer concerns, partnering with the appropriate teams to protect customer trust and strengthen long-term relationships.
• Lead personalized customer follow-up, VIP engagement, and customer recovery initiatives to improve satisfaction, loyalty, and retention.
• Maintain an active presence throughout the dealership, ensuring guests feel welcomed, supported, and connected with the appropriate team members.

Maintain Porsche Brand & Facility Standards

• Uphold Porsche Center standards across the dealership environment, including showroom and lounge presentation, Porsche Café operations, merchandise displays, digital signage, and exterior grounds.
• Coordinate facility maintenance, vendor relationships, and corrective actions to ensure customer-facing spaces remain clean, functional, organized, and brand-compliant.
• Support compliance with Porsche training, certification, and customer communication requirements in coordination with departmental leadership.

Create Meaningful Customer Engagement

• Plan and execute Porsche experiences, including vehicle launches, owner gatherings, lifestyle events, and community activations.
• Partner with internal teams and external vendors to deliver engaging, brand-aligned experiences that strengthen customer relationships and Porsche community involvement.
• Support daily operational readiness by reviewing upcoming appointments, identifying special customer needs, and coordinating with Sales and Service to help ensure each visit is properly prepared.

Success in This Role Will Be Measured By

• Customer satisfaction, loyalty, and retention performance.
• Effectiveness of customer follow-up, relationship management, and recovery initiatives.
• Porsche brand compliance and facility presentation standards.
• Improvements to customer journey efficiency and overall experience.
• Quality of customer engagement, event execution, and cross-department collaboration.

Qualifications

• Bachelor's degree in Business, Marketing, Hospitality, or a related field preferred; equivalent relevant experience considered.
• 3-5 years of experience in luxury hospitality, premium retail, automotive, customer experience, or dealership operations.
• Exceptional communication, interpersonal, organizational, and problem-solving skills.
• A proactive, detail-oriented approach with the ability to manage competing priorities and coordinate across departments.
• Familiarity with CRM platforms, digital tools, and customer satisfaction metrics; CDK experience is a plus.
• A genuine passion for luxury automotive, customer relationships, and the Porsche brand.

What We Offer

• Competitive compensation
• Clear path for advancement and career growth
• Comprehensive benefits package including:
  • Health, Dental, Vision, Life, and Disability insurance
  • 401(k) with company match
  • Paid Time Off (PTO)
  • Employee Stock Purchase Plan
  • Employee Vehicle Purchase Program
• A professional, supportive work environment with training and development opportunities

This poisition is an hourly position with commission components. The hourly base pay will be $30 an hour with an annual target compensation including commissions of $90,000 - $100,000.

*All applicants must pass pre-employment testing to include: background checks, and drug testing in order to qualify for employment*

Group 1 Automotive is an Equal Employment Opportunity employer and participates in E-Verify.

Equal Opportunity Employer

We are an Equal Opportunity Employer and do not discriminate based on race, color, religion, sex, national origin, age, disability, or any other protected status. Employment is contingent upon successfully completing all applicable pre-employment requirements in accordance with federal, state, and local law.