Company Description

At Beverly Hills BMW, a Sonic Automotive family dealership, you'll find the opportunities, resources, and support you need to grow and develop professionally. Our 100+ dealerships are concerned with more than moving inventory; they're committed to your success and invested in your future. So read on, and consider a rewarding career with Sonic Automotive, Inc.

Job Description

The Loyalty Manager is responsible for overseeing dealership and brand retention and/or loyalty by ensuring our previous customers return to lease or purchase new vehicles. This role requires highly engaged management of the dealership loyalty, potential loyal customer interactions, and scheduled productivity. The Loyalty Manager will oversee all individuals at the store level who are responsible for retaining previous customers. This high-visibility role is critical to the dealership’s overall success and presents a great opportunity and career path within Sonic Automotive.
The Loyalty Manager will oversee all individuals at the store level who are responsible for retaining previous customers and will report directly to the General Manager in alignment with their Traffic Management Director. 

Duties and Responsibilities:

• Oversees the management of the dealership’s loyalty process for previous lease and loan customers

• Defines the in-store loyalty process and communicates to all teammates

• Understand, own, and communicate knowledge of brand specific requirements, goals, and results 

• Overcome objections, specifically around lease turn-ins and lease buyouts and identify obstacles to obtain sales

• Responsible for ensuring the dealership achieves and/or exceeds Financial Services and/or OEM stated retention goals

• Ability to multi-task and work within multiple systems (CRM, OEM Financial platform, retention specific sites, etc)

• Contact customers via phone, email and text to communicate lease/loan end information

• Continuous follow up with retention customers starting at a designated time period defined by Sonic standards prior to maturity date or end of contract

• Tracks all guest contact and communicates outcomes with Loyalty Retention Specialist(s) and management team

• Utilizes knowledge of customer’s current vehicle ownership (vehicle type, monthly payment, etc) to provide end of term solutions to meet the customer need

• Ability to provide payment options (lease, loan, cash)

• Schedule appointments for pre-inspections and new vehicle test drives (where applicable)

• Establishes process for the service drive to conquest customers and convert these loyal service customers into sales

• Training, coaching, and mentoring all store level individuals who handle loyalty customers

• Holds management and sales teammates accountable for achieving results through retaining as many loyal customers as possible

Salary: $20 / hr. plus commission

(The Loyalty Manager Position has a Pay Scale consisting of the following elements and ranges.  Wages include Base Hourly Compensation of $20.00.  The position may also pay commission compensation which is based on the value or amount of closed sales achieved from $0.00 (if no sales are made) without any upper limit other than sales performance.  The position also may also pay a production bonus based on individual or team performance that may range from $0.00 (if baseline benchmarks are not met) without any fixed upper limit.)

 

Qualifications

• Minimum 2 years automotive retail management experience

• Leadership and interpersonal skills

• Able to set priorities, multi-task, achieve goal and obtain buy-in 

• Proficient in CDK CRM (Elead)

• Exceptional communication skills, both written and verbal

• Comfortable with objection handling and overcoming obstacles

• Ability to establish and maintain strong internal and external relationships 

• Strong organizational and time management skills

• Must be adaptable to change

• Proficient in Microsoft Word, Excel, PowerPoint, and Outlook

Additional Information

It's time to make the most important move of your career.  From our co-operative, team-based approach, to our more than 1,000 internal advancements each year, it's easy to see the difference. When you join our organization, you'll enjoy comprehensive training, competitive compensation, and unparalleled benefits. Simply put, you'll experience the best that a career in the automotive industry has to offer.

All your information will be kept confidential according to EEOC guidelines.