Director of Customer Engagement
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Job Location:
Saginaw, MI - USA
Monthly Salary:
Not Disclosed
Posted on:
4 hours ago
Vacancies:
1 Vacancy
Job Summary
Director of Customer Engagement
Reports To: Executive Manager Department: Sales & Service Operations
Serra Saginaw Automotive
Including Toyota Saginaw Chevrolet Saginaw Serra Pre-Owned Center Serra Collision Center Quick Lube and Full-Service Service Drives for both Toyota and Chevrolet
Executive Summary
Serra Saginaw Automotive is seeking a proven high-impact leader to own the strategy execution and performance of our centralized customer engagement and communications operations. This role supports multiple rooftops and departments including new vehicle salespre-owned sales service quick lube and collision ensuring every inbound and outbound opportunity is maximized.
The Director of Customer is responsible for leading a centralized team that manages lead response appointment setting follow-up retention and reactivation across Toyota Saginaw Chevrolet Saginaw our Pre-Owned Center Collision Center and Service Drives.
This is a hands-on leadership role for someone who thrives in fast-paced high-volume environments and understands how to align people process and performance. You will be expected to coach in real time analyze data daily and actively participate in driving results. Automotive experience is highly preferred but above all we are seeking a leader with a demonstrated ability to improve conversion accountability and customer experience at scale.
Core Responsibilities
Strategy & Process Ownership
- Design implement and continuously refine workflows that drive speed consistency and conversion across Sales and Service
- Build and maintain call scripts email templates SMS messaging and follow-up cadences for inbound leads unsold opportunities lease renewals service reminders equity opportunities and retention efforts
- Establish clear standards for response time tone professionalism and customer experience across all Serra Saginaw Automotive operations
Team Leadership & Development
- Recruit hire train and retain a high-performing customer engagement team
- Lead daily performance huddles focused on activity priorities wins and challenges
- Conduct weekly one-on-one coaching sessions using live call reviews and performance metrics
- Actively step in to model best practices and assist with high-impact conversations when needed
CRM & Technology Leadership
- Serve as the internal subject matter expert and power user for all CRM and communication platforms
- Ensure accurate lead routing consistent documentation and absolute data integrity
- Hold team members accountable for timely responses activity standards and follow-up compliance
Sales & Service Alignment
- Act as the operational bridge between centralized engagement and Sales Service Quick Lube and Collision leadership
- Ensure seamless handoffs and shared accountability between engagement teams and floor teams
- Align processes and messaging with inventory levels service capacity campaigns and departmental goals
Performance Analytics & Reporting
- Own track and report on key performance indicators including:
- Lead-to-Appointment Conversion
- Appointment Show Rates
- Call Volume and Contact Success Rates
- Activity Volume and Follow-Up Compliance
- Translate performance data into actionable coaching staffing decisions and process improvements
Campaign Execution
- Plan and execute outbound campaigns supporting sales events service recalls equity mining lease maturities and retention initiatives
- Monitor campaign effectiveness and adjust strategy messaging and cadence in real time
Required Qualifications & Experience
- 3 or more years of call center centralized sales or customer engagement leadership experience
- Automotive dealership experience is highly preferred particularly in Sales Service or BDC-style operations
- Demonstrated success improving conversion rates appointment volume and customer retention
- Advanced experience with CRM platforms and lead management systems
- Strong proficiency with Microsoft Office and Google Workspace including reporting and data analysis
- Exceptional verbal and written communication skills with the ability to coach diverse personalities and engage high-value customers
- Proven ability to translate raw data into actionable coaching moments and measurable performance gains
Leadership Values & Traits
- Integrity trust and professionalism
- Strong work ethic with a results-driven mindset
- Competitive optimistic and solutions-oriented
- Comfortable leading from the front and holding teams accountable
- Able to balance structure urgency and customer experience in a multi-rooftop environment
Required Experience:
Director
Key Skills
- Crisis Management
- Marketing
- Public Relations
- Fundraising
- Media Relations
- Constant Contact
- Strategic Planning
- Social Media Management
- Team Management
- Public Speaking
- Wordpress
- Writing Skills
About Company
Are you looking for an exciting, fast paced position? Do you like promoting positivity, are detail oriented, and love a fast paced environment? We are looking f...
