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Description
We are seeking a customer-focused Owner Loyalty Manager (OLM) to help deliver an exceptional ownership experience for every customer who purchases a vehicle from our dealership.
The Owner Loyalty Manager plays a critical role in strengthening customer relationships, supporting the vehicle delivery process, and ensuring every customer leaves confident and satisfied with their purchase. This role works closely with our Sales and Service teams to maintain high customer satisfaction and long-term loyalty to the dealership and the Nissan brand.
If you thrive in customer service, enjoy building relationships, and want to make a measurable impact on the customer experience, this is an excellent opportunity to join our team.
Requirements
Customer Satisfaction & Issue Resolution:
- Assist the Sales team during vehicle delivery to ensure a smooth, professional handoff to new owners.
- Guide customers through key vehicle features and ownership resources.
- Ensure a consistent, high-quality delivery process for every customer.
- Conduct follow-up calls and outreach with all sales customers after purchase.
- Monitor customer satisfaction and proactively address any concerns.
- Build long-term relationships that drive repeat and referral business.
- Respond to and resolve customer concerns quickly and professionally.
- Partner with Sales and Service teams to ensure positive outcomes.
- Identify trends in customer feedback and recommend improvements
- Coach sales associates on best practices for customer satisfaction.
- Monitor completion of product knowledge training for sales staff.
- Ensure customers are enrolled in the Nissan One To One Rewards program.
- Assist with select HR and administrative functions as needed.
- Maintain accurate records of customer interactions and follow-ups.
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Preferred Experience
- Automotive dealership experience
- Customer service, hospitality, or sales experience
- Experience improving customer satisfaction or CSI scores
- Strong communication and relationship-building skills
- Excellent organization and follow-up abilities
- Ability to manage multiple customer interactions simultaneously
- Professional problem-solving and conflict resolution skills
- Comfortable using CRM systems and dealership software
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