What are the responsibilities and job description for the Customer Experience Manager position at Hennessy Porsche Northwest?
Description
The Customer Experience Manager leads all hospitality initiatives within the dealership. Ensures that the dealership staff effectively manages the needs of its customers, including: Personal Greetings,, Access to Porsche Courtesy Vehicles, Lounge Amenities, Facility Appearance, Cleanliness of Vehicles, Surprise and Delight, and Follow Up interactions. Utilizes Passion Report to discuss customer feedback, performance metrics, employee recognition, and opportunities for improvement with management team.
Key Tasks:
• Detects operational gaps within the dealership and recommends process optimization to facilitate a seamless customer experience
• Ensures commitment to Porsche Service Standards (exc!te) when interacting with customers
• Coordinates across all departments including Parts, Service and Pre-Owned
• Maintains high visibility in public areas during peak times assisting with customers needs
• Leads the coordination of special customer events
Requirements
• 2 years minimum management experience in a customer experience or hospitality role for a luxury brand
• Passion for delivering personalized attention to customers
• Exceptional communication skills
• Bachelors Degree in Hotel, Hospitality or Business Management preferred
• Automotive experience preferred, but not required