Automotive Portfolio Manager

Madison Honda•Madison, NJ

21d

About The Position

The Automotive Portfolio Manager supports day-to-day phone operations for end-of-contract, lease maturity, equity, over-mileage, retail, and vehicle-exchange customer portfolios. The role generates incremental sales opportunities by contacting customers, coordinating with the BDC, service, and sales departments, and consulting with service customers about their needs and potential vehicle exchanges. The manager maintains relationships with customers throughout vehicle ownership and seeks to ensure service exceeds customer expectations. The position involves managing lease and retail portfolios, conducting lease-end inspections, maintaining customer contact and progress records, and reporting on portfolio and lead progress. The manager uses software systems, vendors, databases, bank portfolios, email, phone, CRM, and other marketing methods to create and track opportunities. The role has a dedicated workstation but also requires mobility to communicate with the BDC, service, and sales departments and coordinate deals in progress. The company describes a positive working environment, training, competitive compensation, and opportunities for career growth and advancement from within. It offers a benefits program to full-time employees.

Requirements

Substantial automotive sales experience.
Familiarity with desking.
Ability to appraise vehicles.
Ability to work deals.
Ability to communicate effectively with customers, client advisors, and sales managers.
Ability to work effectively with client advisors and sales managers.
Ability to manage multiple lead-producing vendors.
Demonstrated self-starter with an entrepreneurial mindset.
Excellent phone skills, organization, process orientation, and ability to multitask in a fast-paced team environment.

Responsibilities

Make outbound campaign calls, meet monthly objectives, conduct customer satisfaction follow-ups, and support other marketing initiatives.
Manage lease maturity, contract-ending, over-mileage, service-customer needs assessments, equity, and warranty-expiration customer lists through email, phone, and CRM contact.
Maintain customer relationships throughout the ownership period and work to exceed customer expectations.
Conduct outbound calls, email marketing, service-drive interactions, appointment scheduling and confirmations, no-show follow-ups, unsold floor-traffic calls, showed-appointment follow-ups, postal mail communications, and thank-you messages.
Update customer contact information and track customer progression through the end-of-contract process.
Create incremental sales opportunities for the New Car sales department and manage lease, retail, loan-lead, and vehicle-exchange portfolios.
Perform lease-end inspections and manage sales-force contact with assigned portfolios.
Maintain proper reporting of lease portfolio, loan-lead portfolio, and vehicle-exchange portfolio progress.
Manage BDC processes for portfolio contact and coordinate with the Internet Manager, Digital Marketing Analyst, BDC, service department, and sales managers.
Meet face to face with vehicle-exchange service customers, create service-lane opportunities, and work deals with customers who express interest or request more information.
Manage lead-producing vendors, track the effectiveness of lead-generation efforts, and manage results.
Seek and implement new methods for generating opportunities and sales.
Use the dealership's departments to coordinate customer interactions and deals in progress.