Customer Retention Manager jobs in Newark, NJ

Automotive Portfolio Manager

We are currently seeking a full-time Portfolio Manager to assist in day-to-day phone operations of our end of contract, equity, lease maturity, over mileage client base. You will also work with our service department and consult with our service customers to establish a needs and benefit analysis for trading out of their existing vehicle.

The Portfolio Manager is responsible for creating incremental opportunities and deals utilizing various software systems, vendors, databases, bank portfolios and our service customers.

Responsibilities include:

Making out-bound campaign calls, meeting monthly objectives, follow-up with customer satisfaction calls, and other marketing campaign initiative tasks.

Must have a passion for process and organization with excellent phone skills and ability to multi-task in a fast paced, team environment.

• Handle and coordinate our lease maturity, contract ending, over mileage, service customer needs assesments, equity and warranty expiration list by keeping in contact with customers via Email, phone and our CRM.

• Achieve a high level of repeat customers by ensuring the service provided exceeds customer expectations in all respects.

• Maintain relationships with customers throughout the ownership period.

Day to day duties:

Outbound calls, email marketing, service drive customer interactions, scheduling appointments for customers to come in and meet with Sr. Sales Managers, appointment confirmation calls (CAFUs), appointment "no-show" follow-up calls (NOFUs), unsold Floor Traffic calls (USTs), showed appointment Follow Up Calls (SAFUs), postal mail communications, "Thank you" emails/letters, other marketing campaigns, update customer contacts and progression through the end-of-contract process.

Essential Duties and Responsibilities include the following. Other duties may be assigned

Substantial automotive sales experience required

Ability to work deals

Must be able to communicate effectively with client base

Must be able to communicate and work effectively with client advisors and sales managers

Must be able to manage various lead producing vendors

Must be a demonstrated self-starter with an entrepreneurial mindset

Job Requirements:

Overarching responsibility is to create (initiate) incremental sales for the New Car sales department

Manage lease portfolio

Maintain lease portfolio per requirements

Perform lease-end inspections

Manage sales force contact with their portfolios

Make calls personally to portfolio

Maintain proper reporting of lease portfolio progress

Manage retail portfolio

Manage BDC processes for portfolio contact

Maintain proper reporting of Loan Lead portfolio progress

Manage Vehicle exchange portfolio

Manage Sales force contact with their portfolios

Maintain proper reporting of Vehicle exchange portfolio progress

Get face to face with Vehicle Exchange Service customers

Work deals on Vehicle exchange customers who are “interested" or who “want more information"

Execute Market Based Mining to promote our brand

Create service lane opportunities both via purchase offers and face to face communications

Dedicated Sales Person to communicate with appointed customers

Seek out and implement new methods for generating opportunities and sales

Relationship Liaison with Digital Marketing Analyst

Coordinate with Internet Manager at our BDC along with Sales Managers.

Track efficacy of lead generation efforts and manage results effectively

Work closely with both BDC, Service dept and Sales Department to track and manage sales opportunities

Portfolio Manager will have a dedicated workstation, but will also need to be mobile in order to maintain necessary communication with the BDC, service and sales departments. They will utilize all departments to execute customer interaction on deals that are proceeding.

Company Benefits:

Great fun working environment and benefits package for full-time employees. We offer great opportunities for career growth.

Our team members enjoy a positive working environment with opportunities for professional growth through training and advancement from within the organization.

Our team members also enjoy a comprehensive benefits program including:

Medical, 401K, Employee discounts on vehicle purchases, parts and service Paid-time-off

Comprehensive employee recognition programs.

Continued training through the manufacturer.

Opportunities for career advancement.

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.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. We reserve the right to amend and change responsibilities to meet business and organizational needs as necessary.

We are an Equal Opportunity Employer and a drug free workplace.

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