Customer Relations & Experience Manager

Gerald Jones Auto Group

Job Location:

Augusta, ME - USA

Monthly Salary: Not Disclosed

Posted on: 3 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Title:Customer Relations & Experience Manager
Reports To:Owner

Position Summary:
We are seeking a high-impact Customer Relations & Experience Manager to take our already great customer experiences to the very highest level!

This role goes beyond traditional customer servicethis individual will champion our Why Buy Here philosophy hold teams accountable for customer outcomes and drive measurable improvements in customer satisfaction and policy-related decisions.

The ideal candidate is analytical assertive and customer-focused with the ability to both resolve individual concerns and identify systemic issues affecting the customer experience and profitability.

Core Responsibilities:

Customer Experience Leadership

Champion and reinforce the companys Why Buy Here value proposition across all locations
Act as the central point of contact for escalated customer concerns and unresolved issues
Ensure consistent high-quality customer communication and follow-up across all dealerships
Conduct proactive follow-up with customers including those with unresolved or policy-related outcomes

Policy Oversight & Accountability

Review and challenge policy write-offs to ensure appropriate use and consistency across stores
Follow up directly with customers whose situations resulted in policy adjustments or write-offs
Identify trends in policy usage and work with leadership to reduce unnecessary losses
Hold managers accountable for decisions that impact both customer satisfaction and gross

Data & Performance Analysis

Analyze data and reporting from NADA DealerOps and internal systems
Identify patterns in customer complaints CSI performance and policy-related expenses
Determine which departments or managers are over-utilizing policy and why
Provide regular reporting and actionable insights to ownership

Operational Improvement

Partner with General Managers and department leaders to improve processes driving customer dissatisfaction
Help implement strategies to reduce policy expense while improving customer retention
Develop and recommend best practices for handling disputes goodwill decisions and escalations

Qualifications:

3 years of experience in automotive dealership operations customer relations or fixed/variable ops
Strong understanding of dealership financials including policy/goodwill adjustments
Experience working with NADA DealerOps or similar reporting tools
Proven ability to analyze data and translate it into actionable insights
Strong communication skills with the ability to have direct accountability-driven conversations
Highly organized detail-oriented and self-directed

Key Traits for Success:

Not afraid to ask why and challenge the status quo
Balanced mindset: customer-first but financially aware
Comfortable working directly with ownership and senior leadership
Persistent in follow-up and resolution
Strong sense of ownership and accountability

Compensation & Benefits:

Competitive salary performance-based incentives tied to CSI improvement and policy reduction
Full benefits package (health dental vision)
Paid time off
401(k) with company match

Impact of the Role:
This position plays a critical role in protecting both our customer relationships and our bottom line. Success will be measured by improved customer satisfaction reduced unnecessary policy expense and stronger accountability across all locations.

Required Experience:

Manager

Job Title:Customer Relations & Experience ManagerReports To:OwnerPosition Summary:We are seeking a high-impact Customer Relations & Experience Manager to take our already great customer experiences to the very highest level!This role goes beyond traditional customer servicethis individual will champ...