What are the responsibilities and job description for the Customer Loyalty Manager position at Friendly Ford of Roselle?
Job Title: Customer Loyalty Manager
Location: On-site / Full-Time
Hours: 40–45 hours per week (Saturdays required, some evenings, with a weekday off)
Compensation: $50,000 – $65,000 annual salary Monthly Volume Bonus
About the Role
We’re looking for a Customer Loyalty Manager who thrives on connecting with people, problem-solving, and creating a smooth, satisfying experience for every customer who walks through the door—whether they buy a vehicle or not. This full-time, in-person role bridges the gap between our sales staff, BDC, and customers, ensuring seamless communication and support during and after the sales process.
This is a unique position that doesn’t require prior sales experience but does demand outstanding communication, empathy, and a customer-first mindset. You'll play a key role in keeping our process tight, our team aligned, and our customers happy.
Key Responsibilities
- Act as the main point of contact between the customer, sales team, and BDC from the start of the sales process through post-sale.
- Meet and speak with every in-store customer to ensure their needs are being met and there are no disconnects in the buying journey.
- Follow up with customers who leave without purchasing, ensuring every effort was made to earn their business.
- When sales staff are unavailable, step in to assist or guide the customer to maintain a consistent, high-quality experience.
- Monitor and ensure lead follow-up is being completed promptly and effectively.
- Assist with follow-ups on pending deals and outreach to lost opportunities.
- Contribute to customer satisfaction by making sure every interaction—buying or not—is positive and professional.
Schedule & Hours
- 40–45 hours per week
- Required to work Saturdays
- Some evening hours as needed
- One weekday off per week
Compensation & Benefits
- $50,000 – $65,000/year salary based on experience
- Monthly performance bonus based on volume
- Full-time, salaried position with growth potential
What We’re Looking For
- Exceptional communication skills – both verbal and written
- Empathy and patience – you genuinely care about helping people
- Ability to build rapport quickly and navigate customer concerns with professionalism
- Organized, reliable, and proactive with follow-ups and internal communication
- Comfortable working in a fast-paced, customer-facing environment
- No previous sales experience required—but a customer service or client-facing background is a plus
Why Join Us?
We’re not just selling vehicles—we’re creating lasting relationships with our customers. As our Customer Loyalty Manager, you'll be the heartbeat of that mission, making sure no opportunity is missed and no customer leaves feeling overlooked.
About Us
Friendly Ford, Inc. is our customers trusted Ford dealership in Roselle and its because of our experienced staff that keeps the loyal customers coming back. We are dedicated to providing exceptional customer service and being an integral part of our community. If you're interested in learning more and want to be apart of our team, we welcome you to apply!
Benefits
- 401(K) Plan
- Medical Plan
- Dental Plan
- Vision Plan
- Paid Vacation
- Promote from within
- Family Owned & Operated
- Partners in our community
- Team of tenured employees
We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Salary : $50,000 - $65,000