Porsche Riverside Dealer Customer Experience Manager - Porsche Riverside

Job Title: Porsche Riverside Dealer Customer Experience Manager (DCEM)
Location: Riverside, CA
Job Type: Full-Time

About Us:
Walter's Auto Group has proudly served Southern California for over 50 years. Our success is built on a commitment to exceptional customer experiences, a deep passion for our products, and active community involvement. At Walter's, we embrace family values, diversity, and teamwork—qualities that shape our supportive and dynamic workplace. Join us to experience the "Walter's Difference" and grow your career with an esteemed team!

Why Choose Us?

• Paid Training
• Clear Promotion Track with Growth Opportunities
• 401(k) Plan
• Medical, Dental, and Vision Insurance
• Salary Range: $18.00 - $21.00 per hour

Position Overview:

The Dealer Customer Experience Manager (DCEM) is a customer advocate and internal liaison dedicated to delivering a luxury-level experience. Working across Sales and Service departments, the DCEM identifies improvement opportunities, maintains dealership standards, and champions customer satisfaction.

General Responsibilities:

• Customer Experience Leadership

  • Lead the resolution of customer concerns across Sales and Service.
  • Analyze Customer Satisfaction Index (CSI) metrics to identify improvement areas, recognize top-performing associates, and mentor those needing support.
  • Meet with dealership management weekly to discuss CSI performance and develop action plans.

• Facility and Brand Standards

  • Oversee dealership cleanliness and ensure all amenities meet Porsche luxury brand standards.
  • Manage sanitization protocols for all customer and employee touchpoints.

• Customer Data Accuracy and Utilization

  • Ensure accuracy of customer information in DMS and CRM, allowing for targeted marketing and personalized service opportunities.

• Web Presence and Communication Standards

  • Regularly update dealership website content and ensure team members adhere to high standards in telephone and email communication.
  • Conduct mystery shops to evaluate customer experience quality.

• Reputation Management

  • Oversee dealership's reputation management by monitoring and responding to reviews on Google, Yelp, Dealer Rater, Facebook, and other platforms.
  • Use tools like Porsche Reputation Management Scorecard and Friendemic/Catalyst to track performance and escalate issues as needed.

• Community Engagement and Events

  • Actively pursue community outreach opportunities to increase dealership visibility.
  • Plan and execute dealership events, including new model launches, track days, Porsche Club of America events, and more.

Service Responsibilities:

• Customer Service Support

  • Assist in service appointment setting and customer greeting upon arrival.
  • Conduct customer follow-ups post-service and coordinate the dealership's pick-up and delivery services.

• Loaner Fleet Management

  • Manage the loaner fleet, ensuring vehicle reservations, maintenance, and cleanliness meet Porsche standards.

• Proactive Customer Engagement

  • Collaborate with Service Advisors to address customer concerns and update Sales personnel on upcoming service appointments.
  • Coordinate the special order parts (SOP) process, including appointment setting and customer communication.

• Team and Quality Control

  • Oversee valets, greeters, drivers, and service receptionists to ensure high service standards.
  • Conduct quality checks on customer and loaner vehicle cleanliness to align with Porsche expectations.

• Customer Appreciation Initiatives

  • Arrange customer appreciation items post-service (e.g., thank-you cards, branded water, snack bags) and oversee retail merchandise displays.

Qualifications:

• Strong customer service and communication skills
• Proven experience in managing and resolving customer issues
• Detail-oriented with a commitment to luxury standards
• Ability to coordinate across departments and work collaboratively
• Familiarity with CRM and DMS systems preferred
• Must have held a valid driver’s license for at least two years and have a clean driving record.

Join our team and represent the Porsche brand at the highest level!