Client Engagement Management

Client Engagement Manager is responsible for managing inbound and outbound customer communications, setting and confirming appointments, and driving traffic to our sales and service departments. This role will deliver top-tier customer service while focusing on generating leads, nurturing customer relationships, and driving revenue growth through effective communication and customer engagement strategies. REQUIREMENTS AND QUALIFICATIONS Automotive industry and sales experience are required Experience in BDC management or a similar role, with a track record of achieving targets Strong Management/leadership and team-building skills Excellent communication and interpersonal abilities Proficiency in CRM software Ability to use data-driven insights for decision-making Customer-focused and dedicated to delivering exceptional service Strong organizational and multitasking abilities Ability to analyze data and improve processes Time management and multitasking capabilities DUTIES AND RESPONSIBILITIES Manage, mentor, and motivate a team of sales representatives, ensuring they meet or exceed performance targets and provide excellent customer service Develop and implement strategies to generate and convert leads, maximize customer retention, and achieve sales and revenue goals Continuously assess and improve processes, workflows, and lead management systems to enhance efficiency and effectiveness Oversee lead generation efforts through various channels, including inbound and outbound calls, email campaigns, and online inquiries Foster positive customer relationships by ensuring timely responses to inquiries, addressing concerns and providing product or service information Monitor key performance indicators (KPls) such as conversion rates, response times, and lead quality, and provide regular reports to senior management Conduct training sessions and workshops to enhance the skills and knowledge of team members, ensuring they stay up to date with industry trends and best practices Implement quality control measures to maintain high standards of customer service and ensure compliance with company policies and procedures Collaborate with IT and marketing teams to leverage technology, CRM systems, and software tools to optimize operations and productivity Oversee and manage internet and phone leads Ensure timely and professional follow-up with all inquiries Assign leads to sales staff Monitor the lead response time and effectiveness Train, and supervise BDC representatives or agents Conduct performance reviews, coaching, and ongoing training with sales staff Set and monitor individual and team goals (appointments, contact rates, conversions) Develop and implement phone scripts, email templates, and communication processes Ensure consistent, high-quality customer service across all channels (phone, email, chat, SMS) Handle escalated customer concerns when needed Maximize appointment setting with qualified leads Confirm and follow up on appointments to reduce no-shows Track show rates and appointment-to-sale conversion Manage and optimize use of the dealership CRM system. (Tekion) Ensure accurate documentation of all interactions and follow-ups Generate and review reports to identify trends, gaps, and opportunities Collaborate with the marketing department on lead generation campaigns Track campaign performance and lead ROI Provide feedback on marketing effectiveness based on lead quality and conversion Analyze data on lead sources, conversion rates, appointment show rates, etc. Prepare daily, weekly, and monthly performance reports for dealership management Use KPIs to improve performance and operational efficiency Ensure and manage that appointments are handed off effectively to sales consultants Provide feedback to sales management on customer trends or issues Perform other job-related duties as assigned by management EMPLOYEE BENEFITS Health, Dental, and Vision coveragefor employees 401K Plan Paid time off Paid training, growth opportunities Employee vehicle purchase plans Discounts on products Compensation: $70K - $72K annually (depending on experience) We are committed to an inclusive environment for all employees and applicants and will make all employment-related decisions without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability or veteran status.

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