Porsche Riverside Dealer Customer Experience Manager(DCEM)

General Responsibilities

• The Dealer Customer Experience Manager (DCEM) is a champion for the customer, working interdepartmentally to maximize the Customer Experience.
• Spearheads resolution of all customer concerns in both the Sales and Service departments, handling the process for open case alerts and resolution in Passion.
• Daily analysis of dealership CSI metrics via Passion site. DCEM should be the dealership’s point person for identifying opportunity areas and suggesting process improvements. Associate recognition for exceptional customer satisfaction performance as well as mentoring for underperformers should be part of DCEM’s role. DCEM meets weekly with dealership management to discuss CSI performance and roadmap improvements.
• Responsibility for all dealership maintenance initiatives including overall facility cleanliness and amenity offerings. Emphasis on ensuring that amenity offerings are indicative of a luxury brand is essential. Education about, and adherence to, sanitization processes for all customer and employee touch points will be the responsibility of the DCEM.
• Oversee accuracy of customer information in DMS and CRM (including C@P), providing staff with unique opportunities to ‘surprise and delight’ customers and strengthen relationships. Accuracy of information will allow for more effective use of internal databases for marketing initiatives as well.
• Regularly analyze dealership web presence for ease of customer use. DCEM keeps dealership website current with associate bios and accurate information/specials.
• Awareness of telephone and email etiquette of fellow team members and training of these basic
  business disciplines when needed. DCEM may conduct mystery shops regularly to fully understand the experience from the customer viewpoint.
• Coordination of the dealership’s reputation management strategy including daily monitoring of common customer review sites such as Google, Yelp, Dealer Rater and Facebook. Ensure an acceptable response time is achieved and internal escalation process is enacted when needed. Use of Porsche Reputation Management Scorecard and third-party alert software such as Friendemic/Catalyst to monitor dealership performance.
• Selection of customer appreciation giveaways in both the sales and service departments. DCEM coordinates ‘surprise and delight’ gifts, including sourcing and inventory.
• Represent dealership as community outreach specialist. DCEM actively looks for opportunities for the dealership to integrate within the community to increase sales and marketing opportunities while strengthening community relationships.
• Coordination of all dealership special events including, but not limited to:
  o New Owner Events (NOE)
  o track days
  o new model launch parties
  o Porsche Club of America (PCA) events
  o owner gatherings (i.e. Cars and Coffee)
  o Porsche Experience Center (PEC) and Porsche Track Experience trips
  o European Delivery

Service Responsibilities

• Handle service appointment setting or provide assistance to Service Advisors for this function when necessary.
• Assist with customer greeting upon arrival in service lane and active delivery at time pick-up.
• Conduct customer follow-up calls and emails after service visit.
• Coordination of dealership PAYS efforts including scheduling of pick-up and delivery of customer vehicles and communication with customers throughout process.
• Acting as PMAP coordinator. Responsibilities to include handling of vehicle reservations, contract execution, monitoring vehicle maintenance/cleanliness and overseeing month-end warranty reconciliation. Proficiency in TSD is necessary. DCEM to work with Service Manager and Warranty Administrator to maximize PCNA reimbursement for loaner fleet use.
• Collaborate with service advisors on proactive response to customer concerns.
• Conduct email marketing campaigns announcing service specials or upcoming seasonal and holiday sales/events.
• Inform sales personnel of upcoming service appointments 24 hours in advance to allow sales
  professional/manager to reconnect with customer while on property for service visit.
• Coordination of the special order parts (SOP) process, including appointment setting for installation of SOP and communication with customer on estimated arrival, etc.
• Manage the daily activities of valets, greeters, drivers and service receptionists.
• Quality control for customer and loaner vehicle cleanliness. Spot check vehicles daily to ensure
  cleanliness meets Porsche standards.
• Delivery of customer appreciation items after service visit (branded water, thank-you cards and snack bags).
• Presentation and upkeep of retail merchandise display. Coordination with Parts Manager on ordering and inventory of retail items.
• Coordination with Service Manager on utilization of Porsche Dealer-to-Customer Goodwill programs for customer satisfaction.