Motorrad

Group 1 Automotive, Inc.•Albuquerque, NM

11d

About The Position

The Client Retention Specialist maintains and strengthens relationships with existing BMW customers to encourage repeat business, increase customer loyalty, and identify future vehicle purchase and lease opportunities. The role proactively contacts customers throughout their ownership experience, with a focus on lease maturity, upcoming vehicle replacement opportunities, and continued engagement. Working closely with Sales, Service, and Management teams at Sandia BMW, the specialist helps deliver a positive customer experience, schedules appointments, and supports dealership retention and sales objectives through consistent follow-up and relationship management. Success may be measured by customer contact activity, appointment scheduling and show rates, customer retention, repeat business, CRM follow-up completion, and contributions to dealership sales objectives.

Requirements

High school diploma or equivalent required.
Strong communication and interpersonal skills, with the ability to build rapport and maintain long-term customer relationships.
Comfortable making outbound calls and conducting consistent follow-up through phone, email, and text.
Strong organizational skills and the ability to manage a high volume of customer contacts and follow-up activities.
Proficiency with computers, email, and CRM or customer management systems.
Ability to identify customer needs, recognize sales opportunities, and schedule appointments effectively.
Self-motivated, goal-oriented, and able to work independently while collaborating with dealership teams.
Professional demeanor and commitment to providing an exceptional customer experience.

Nice To Haves

Previous experience in automotive sales, business development, customer retention, customer service, or a related customer-facing role.
Automotive dealership experience and familiarity with vehicle leasing, financing, or the vehicle ownership cycle.

Responsibilities

Proactively contact existing customers by phone, email, and text to maintain relationships and identify opportunities for repeat business.
Manage and follow up with customers approaching lease maturity, financing milestones, or anticipated vehicle replacement timelines.
Identify opportunities to retain customers through new and pre-owned vehicle purchases, lease renewals, and vehicle upgrades.
Reach out to previous customers and inactive leads to re-engage them with the dealership.
Schedule appointments for customers to meet with Sales or Management and follow up to encourage appointment attendance.
Maintain accurate customer information, communication history, follow-up activities, and appointment details in the dealership's CRM system.
Monitor customer portfolios and follow-up schedules to ensure timely and consistent communication.
Partner with Sales, Service, and Management teams to identify customer needs, coordinate opportunities, and support customer retention initiatives.
Provide a professional, personalized customer experience that reflects BMW's brand standards and commitment to customer satisfaction.
Track customer engagement, appointment activity, retention opportunities, and other performance metrics as assigned.
Follow up with customers after dealership visits or transactions as needed to support satisfaction and encourage future business.
Perform other duties as assigned to support dealership operations and customer retention goals.