Director of Customer Engagement

Serra Saginaw•Saginaw, MI

About The Position

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 sales, pre-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.

Requirements

3 or more years of call center, centralized sales, or customer engagement leadership experience
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
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

Nice To Haves

Automotive dealership experience is highly preferred, particularly in Sales, Service, or BDC-style operations

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