Dealership Customer Experience Manager na McKenna Motor Co., Inc.

PORSCHE DEALER CUSTOMER EXPERIENCE MANAGER JOB DESCRIPTION

The daily goal of the Porsche Dealer Customer Experience Manager (DCEM) is to create personalized experiences that drive increased satisfaction, brand loyalty, service retention and profitability. The DCEM acts as the customer advocate and brand ambassador, playing a crucial role in shaping the customer experience at the Porsche dealership. S/he is empowered by senior management to support all dealership operations, ensuring that the highest levels of hospitality and personalized service are provided to each customer.

DCEM Job Requirements 

• 5-year minimum management experience in a guest relations or hospitality role for a luxury brand 
• Passion for delivering personalized attention to guests 
• Ability to motivate cross-functional teams for a common purpose 
• Experience with needs assessment techniques, quality standards and evaluating satisfaction 
• Able to interface easily with individuals of all levels and across diverse cultures
• Exceptional written, verbal and interpersonal communication skills 
• Detail-oriented and self-motivated with excellent time management and active listening skills 
• Bachelors’ Degree in Hotel, Hospitality or Business Management preferred
• Automotive experience preferred, but not required

Daily Responsibilities 

• In collaboration with senior management, defines and establishes the service culture of the dealership 
• Utilizes Passion Report to facilitate weekly meetings with department heads to discuss customer feedback, performance metrics, employee recognition and opportunities for improvement 
• Leverages CRM and dealer management systems to anticipate customer needs 
• Leads a daily line up in which upcoming sales and service appointments are discussed 
• Serves as the subject matter expert for customer concerns, goodwill, complaint management and follow up in direct cooperation with Sales, Service and Warranty departments, ensuring that all communication loops are closed 
• Ensures that the dealership staff effectively manages the needs of its customers, including personal greetings, access to Porsche loaner vehicles, lounge amenities, showroom appearance, appointment scheduling, cleanliness of vehicles, surprise-and-delight interactions and follow up calls 
• Detects operational gaps within the dealership and recommends process optimization to facilitate a consistent experience 
• Ensures commitment to Porsche Customer Experience standards when interacting with customers and defines the controls necessary to maintain these standards 
• Serves as a role model for desired staff behaviors inclusive of proper service etiquette, including telephone and personal greetings, escorting/handing-off customers and managing difficult interactions 
• Maintains customer centricity through ongoing training and mentoring of staff 
• Maintains high visibility in public areas during peak times and interacts with customers to obtain feedback on service levels and overall satisfaction 
• Conducts walk-through of all customer-facing areas, reporting any issues to the General Manager, and tests key touch points to ensure customer ease-of-use 
• Communicates PCNA customer experience metrics to key stakeholders, when applicable 
• Works closely with management to expand customer awareness of amenities, conveniences and programs offered by the dealership 
• Safeguards electronic documents, business confidential information and actively demonstrates an understanding of the need to safeguard competitive information in both electronic and non-electronic formats

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

McKenna is an Equal Opportunity Employer: Female / Minority / Disability / Protected Veteran / Sexual Orientation / Gender Identity

PRIVACY NOTICE

This PRIVACY NOTICE FOR CALIFORNIA RESIDENTS from McKenna Motor Co., Inc. and All Related Entities (collectively, “we,” “us,” or “our”) applies solely to applicants and employees who reside in the State of California (“you” or ‘’your”). This notice is provided to you to comply with the California Consumer Privacy Act (“CCPA”) and is not to be interpreted in a way that violates any law. We reserve the right to amend this privacy notice. When we make changes to this privacy notice, we will notify you.

Information We Collect

As part of your application for employment or employment, we collect information that identifies, relates to, describes, references, is capable of being associated with, or could reasonably be linked, directly or indirectly, to you (“personal information”). We collect the following categories of personal information from applicants and employees. All personal information below is collected as permitted or required by applicable law.

Identifiers

Real name, alias, postal address, telephone number, unique personal identifier, online identifier, Internet Protocol address, email address, account name, physical characteristics or description, Social Security number, driver's license number, signature, state identification card number, insurance policy number, passport number, or other similar identifiers

Identifiers are collected during the application process and during employment to comply with state and federal verification and reporting requirements; for drug testing; to contact you; to conduct a pre-employment background check or background check if you change positions and the position is subject to an additional background check; and during employment to process payroll and for benefits eligibility or participation

Medical Information

Medical information, or health insurance information, information related to health or fitness benefit participation.

Medical information is collected during the application process and during employment for drug testing; to assess fitness for a position; to review a request for a leave of absence or accommodation; and during employment for benefits eligibility or participation and for reporting and administering workers’ compensation claims

Protected Classification Under California or Federal law 

Age, race, color, ancestry, national origin, citizenship, religion or creed, marital status, medical condition, physical or mental disability, sex, gender, gender identity, gender expression, pregnancy, childbirth, breastfeeding or related medical conditions, sexual orientation, veteran or military status, genetic information (including familial genetic information)

Protected classification characteristics is collected during employment to comply with state and federal reporting requirements; age, sex, and marital status is collected during employment to comply with benefits eligibility or participation; medical condition or physical or mental disability (including pregnancy and related conditions) is collected during the application process and during employment to review a request for a leave of absence or accommodation and during employment for reporting and administering workers’ compensation claims; religion or creed is collected during the application process and during employment to review a request for an accommodation; veteran or military status is collected during employment to review a request for a leave of absence; protected classification characteristics may be collected during the application process and during employment to provide you with support and to respond to your inquiries, including investigating and addressing your concerns information (including familial genetic information) collected during employment to review a request for a leave of absence; protected classification characteristics may be collected during the application process and during employment to provide you with support and to respond to your inquiries, including investigating and addressing your concerns

Commercial Information

Bank account number or credit card number

Commercial information is collected during employment if an employee chooses to participate in direct deposit and for expense reimbursement; credit history is collected during the application process and during employment if applying for certain positions

Biometric Information

Genetic, physiological, behavioral, and biological characteristics, fingerprints, faceprints, voiceprints, iris or retina scans, keystroke, gait, or other physical patterns, and sleep, health, or exercise data

Fingerprint and/or retina scan is collected during employment to use the timekeeping system

Internet or Other Similar Network Activity

Browsing history and search history, activity or work on company computers

Internet or network activity while using company property is collected during employment if the employee is being investigated for a violation of policies or by IT staff as part of review of security procedures and policy violations

Geolocation Data 

Physical location or movements

Geolocation is collected during employment while you are driving a company vehicle

Sensory Data

Audio, electronic, visual, thermal, olfactory, or similar information

Sensory data in the form of video data is collected during the application process and during employment while you are in public areas or work areas on the company’s premises

Employment Related Information