Client Experience Manager

Job Description

Description:

Groove Subaru is seeking a passionate, organized, and client-focused Client Experience Manager to elevate our customer service and build lasting relationships with our clients. As Client Experience Manager, you will engage with our clients before, during, and after the sales process to ensure satisfaction and retention. A large part of your role will be to develop and implement processes and training to enhance our client experience. This is a fast paced position with plenty of opportunity to grow!

Position Summary:

The Client Experience Manager ensures that every customer has a seamless, welcoming, and memorable experience with our dealership—from initial contact through post-sale follow-up. This role serves as the bridge between sales, service, and support teams to create a consistent and outstanding client journey.

Key Responsibilities:

Serve as the primary point of contact for clients throughout their purchasing and servicing journey.

Oversee and enhance the customer experience process from pre-sale to post-delivery follow-ups.

Manage customer feedback and resolve issues efficiently to ensure client satisfaction.

Partner with sales and service teams to ensure smooth handoffs and personalized interactions.

Develop and implement strategies to improve client satisfaction and retention.

Conduct client satisfaction surveys and act on insights to improve the customer journey.

Maintain a strong presence on the showroom floor, greeting and engaging with clients.

Coordinate with marketing and events teams on customer appreciation initiatives.

Track KPIs such as CSI (Customer Satisfaction Index) scores and report findings to leadership.Requirements:

Ability to create and deliver on a world class client experience.

Manage a team of client relationship advisors.

Strong interpersonal, communication, and problem-solving skills.

History of passion and enthusiasm for customer service.

Self-starter and commitment to personal development.

Previous experience in customer service, hospitality, or client relations (automotive experience preferred).

Ability to multitask and stay organized in a fast-paced environment.

Familiarity with CRM software and dealership management systems.

Professional, polished appearance and demeanor.

Valid in-state driver's license and have and maintain an acceptable, safe driving record.

Able to pass a pre-employment background check and drug screen for illegal substances.

Authorized to work in the United States.

Full-time