Owner Loyalty & Reputation Manager

Owner Loyalty & Reputation Manager

Job Summary

The Owner Loyalty & Reputation Manager is responsible for enhancing customer retention, overseeing reputation management, and integrating BDC, Sales, and Service training to improve customer engagement and satisfaction. This role develops and manages retention programs, customer outreach strategies, and employee training initiatives to drive repeat business and maintain a strong dealership reputation. The ideal candidate is customer-focused, data-driven, and skilled at cross-department collaboration to optimize the dealership’s brand image and customer experience.

Key Responsibilities

Owner Loyalty & Retention:

• Develop and implement customer loyalty programs to increase retention and repeat business.

• Monitor and analyze customer data to identify trends, engagement opportunities, and retention strategies.

• Conduct follow-ups after vehicle purchases, service visits, or lease returns to enhance customer experience.

• Personalize customer interactions, offering tailored incentives, promotions, and services.

Reputation Management & Customer Relations:

• Oversee the dealership’s online reputation across review platforms (Google, Yelp, DealerRater, social media, etc.).

• Respond promptly and professionally to customer feedback, both positive and negative, ensuring customer concerns are addressed effectively.

• Implement strategies to encourage satisfied customers to leave positive reviews and testimonials.

• Act as a liaison between customers and dealership management to ensure seamless customer experience.

Business Development & Sales Integration:

• Work closely with the BDC team to improve lead generation, follow-up strategies, and customer communication.

• Oversee the scheduling and conversion of appointments for both sales and service departments.

• Develop scripts and processes to enhance the effectiveness of BDC representatives in customer interactions.

• Analyze data from BDC performance, customer interactions, and conversion rates to identify areas of improvement.

Sales & Service Training:

• Develop and conduct training programs for Sales, BDC, and Service teams to improve customer engagement, retention, and satisfaction.

• Train staff in reputation management best practices, handling customer concerns, and maintaining brand integrity.

• Collaborate with management to implement customer service standards and process improvements.

• Ensure all employees are trained in CRM usage, follow-up protocols, and customer outreach strategies.

Reporting & Performance Analysis:

• Track and analyze customer satisfaction, retention rates, and loyalty program effectiveness.

• Provide regular reports to management on reputation management efforts and customer engagement metrics.

• Identify at-risk customers and implement re-engagement strategies.

Qualifications & Skills

• Experience in automotive customer relations, BDC management, or sales/service training preferred.

• Strong leadership, communication, and problem-solving skills.

• Familiarity with CRM software (CDK & eLead) and online reputation management tools.

• Ability to analyze customer data and translate insights into actionable strategies.

• Experience in coaching and training employees to improve customer interactions.

• Ability to collaborate across multiple departments to achieve dealership goals.

What We Offer

• Competitive compensation package

• Medical, Dental & Vision Insurance

• 401K Plan

• Paid time off and vacation

• Short/Long Term Disability

• Growth opportunities

• Paid Training

• Employee vehicle purchase plans

• Family-owned and operated

• Discounts on products and services

About the Company

Koeppel Auto Group is a reputable automotive dealership based in Queens, New York. With a strong commitment to customer satisfaction and a wide selection of quality vehicles, we strive to provide exceptional service to our valued customers. We offer an inclusive and supportive work environment, fostering growth and development for our employees. Join our team and be part of our success story!

Koeppel Auto Group is always looking for smart, engaging, creative and dynamic people who want to join a team where they matter. Your professional development is one of our top priorities, so why we're proud to offer our staff members with a comprehensive benefits package, competitive compensation plans, and abounding avenues to grow your career with us! If you would like to join our team, apply here.