Field Operations Specialist

RAPP•Dallas, TX

8h•$70,000 - $85,000

About The Position

RAPP is looking for Field Operations Specialists to join our award-winning Account Leadership team. WHO WE ARE: We are RAPP – world leaders in activating growth with precision and empathy at scale. As a global, next-generation precision marketing agency we leverage data, creativity, technology, and empathy to foster client growth. We champion individuality in the marketing solutions we create, and in our workplace. We fight for solutions that adapt to the individual’s needs, beliefs, behaviors, and aspirations. We foster an inclusive workplace that emphasizes personal well-being. HOW WE DO IT: At RAPP, our fearless superconnectors help to create value from personal brand experiences by focusing on three key areas: connected data, connected content and connected decisioning. Our data analysts identify who that person is, our strategists understand what they want, and our award-winning technologists and creatives know how to deliver it – ensuring we’re able to activate authentic customer connections for our clients. Part of Omnicom’s Precision Marketing Group, RAPP is comprised of 2,000+ creatives, technologists, strategists, and data and marketing scientists across 15+ global markets. YOUR ROLE: The Field Operations Specialist (FOS) manages specified OEM automotive fixed operations clients within assigned territory and specializes in client satisfaction, customer retention, increasing marketing performance, and selling new solutions. The FOS represents the face of the brand by conducting daily in-person aftersales marketing consultations. You will manage all client-facing aspects of the relationship: marketing consultations, data analysis, offer selection, creative options, billing questions, etc. Your role will require up to 75% travel for in-person, monthly consultations. Aptitudes that will make you successful include working autonomously, sociability, customer focus, resiliency, and situational adaptability. You will need to be extremely organized, communicate timely and effectively, and possess a positive attitude. Your role is to build relationships, become a trusted advisor, and promote dealership partnership. Expect to work with one of the hottest, largest, and most respected automotive brands and dealer bodies in the world.

Requirements

Bachelor’s Degree in Business (automotive or marketing preferred) or equivalent work experience
Qualified candidates should have 5+ years of automotive / marketing experience
Ability to drive and/or fly to assigned dealership locations, spend up to 75% of overnights in hotels, and maintain valid driver’s license
Ability to develop relationships with key decision-makers
Build relationships with both internal and external customers
Identify, qualify, and resolve customer objections, problems, and needs in a diplomatic manner
Develop strategies, action plans, and metrics to monitor results
Effectively communicate ideas, challenges, and solutions
Communicate and give presentations in front of groups
Effectively convey processes and training
Listen to others and appropriately act on information provided
Multi-task, prioritize, organize, and coordinate projects to meet simultaneous deadlines
Work autonomously with minimal supervision and under continual deadline pressure
Work effectively in both a team and individual setting
Work effectively in a fast-paced organization
Use a variety of computer programs to track results (Salesforce.com, Word, Excel, Email, Internet, etc.)
Must be able to travel up to 75% of the time
Target Markets: Georgia, north and South Carolina , Tennessee. Field Operations Specialists should live near a national airport.

Responsibilities

Builds and maintains positive relationships with new and existing dealer clients
Conducts up to three (3) one-hour dealership consultations each day, providing data analysis and continuous improvement recommendations on marketing creative, offers, and cadence
Partners with designated OEM field representatives to coordinate marketing improvements and facilitates joint dealership consultations.
Understands and drives key performance indicator (KPI) improvement
Examines client performance (reporting, direct observation, etc.) to identify areas of opportunity for improvement within the fixed operations
Proactively communicate to clients (up to Dealer Principal / General Manager levels). Establishes and maintains a solid business relationship with dealership personnel
Effectively communicates OEM program’s value proposition and aligns it with the dealers’ goals
Strategizes aftersales marketing performance and solutions
Identifies and recommends program changes and marketing strategies
Maintains ongoing communication with different levels of dealership management at assigned dealership locations
Manages the retention, product penetration, and growth of assigned dealerships
Maintains a high level of customer satisfaction by serving as an advocate and liaison between the dealer client and internal teams
Manages all customer issues and conflict resolution
Enrolls new orders for retention programs and custom campaigns
Achieves assigned sales and retention targets
Writes and distributes contacts reports each day to each dealership and OEM field office personnel
Receives and submits account updates, enhancements, and recommended changes
Maintains dealer contacts and business activity in Salesforce.com on a regular basis
Communicates all program changes, enhancements, and application bug fixes to the Account Management team
Shares results-oriented OEM marketing solutions, effectiveness, and challenges
Successful completion of required training program and assessments
Other duties as assigned