Dealer Relationship Manager

TTEC•Houston, TX

13h•Onsite

About The Position

At Percepta, we bring first-class service across each market we support. As a Dealer Relationship Manager in Houston, Texas, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. As a Dealer Relationship Manager, you will play a pivotal role in fostering strong relationships between Automotive Motor Company, Houston CRC, and its network of dealerships. Your primary responsibilities will involve providing support in training initiatives and facilitating the development and improvement of Key Performance Indicators (KPIs) for Automotive dealers. This position requires a deep understanding of automotive industry dynamics, effective communication skills, and the ability to collaborate with various stakeholders.

Requirements

High School Diploma required
Proven experience in training and development, preferably in the automotive industry.
Strong understanding of dealership operations, processes, and procedures.
Must have PCDA and Concern product knowledge
Served in a CRC operational manager position for 1 year or more
Strong verbal and written communication skills
Detailed listening skills
Strong customer service, interpersonal and relationship building skills
Time management and ability to prioritize projects and customer needs
Conflict resolution skills – listen to the customer
Exercise good service and business judgment with end goal of customer satisfaction
Excellent English language, oral and written, with grammatical knowledge and etiquette
Ability to sway the opinion of others through verbal and/or written correspondence
Ability to work calmly under pressure
Displays professionalism in demeanor, language and appearance
Ability to blend personality with professional demeanor to provide the customer with a comfortable conversation
Use of technology for product resourcing to resolve customer issues
Ability to work through multiple computer screens
Typing Skills – ability to listen and capture information at the same time
Knowledgeable in MS Office, Email, Texting
Must be able to interact with all internal and external departments and contacts.
Must represent Percepta professionally with all customers and external organizations and contacts.

Nice To Haves

Bachelor's Degree in Business, Marketing, or a related field degree preferred.
Knowledge of the automotive industry a plus.
Experience with Microsoft Dynamics (Customer Contact system) an asset.

Responsibilities

Work in conjunction with the Learning and Development team to design, develop, and implement training programs for dealership personnel, focusing on processes, procedures, and product knowledge.
Collaborate with subject matter experts to ensure training content is accurate, relevant, and aligned with dealership standards.
Conduct engaging and effective training sessions for dealership staff, including sales, service, and administrative personnel.
Utilize various training methods, including in-person sessions, webinars, and e-learning platforms, to cater to diverse learning styles and preferences.
Build and maintain strong relationships with dealership management and staff.
Act as a liaison between Automotive Company and dealerships, addressing concerns, providing support, and fostering a collaborative and positive working environment.
Assess the effectiveness of training programs through regular evaluations and feedback mechanisms.
Implement improvements and adjustments to training content based on performance metrics and dealership needs.
Maintain accurate records of training sessions, attendance, and performance metrics.
Generate regular reports on the success and impact of training initiatives.
Stay current with industry trends, Automotive product updates, and dealership best practices.
Incorporate new knowledge into training programs to ensure content remains relevant and effective.
Work closely with dealership management to understand their business objectives and challenges.
Provide guidance on best practices for achieving and exceeding established KPIs.
Monitor dealership performance through regular data analysis and reporting.
Identify areas of improvement and work with dealerships to implement strategies for enhanced performance.
Other projects and responsibilities as assigned.