Loyalty Manager

Kunes Auto Group•Moline, IL

3d•$80,000 - $120,000•Onsite

About The Position

Kunes Auto Group, one of the fastest growing dealerships in the Midwest is looking for a Loyalty Manager to turn first-time buyers into customers for life. You'll own our dealership's loyalty program, retention campaigns, and customer lifecycle communications. Working with Sales, Service, BDC, and Marketing, you'll grow customer lifetime value, repeat purchases, and referrals.

Requirements

3+ years in Automotive Retail, Auto Sales Management, CRM, Marketing, or Customer Experience required.
Dealership experience strongly preferred
A proven track record managing customer retention or loyalty programs
Strong analytical skills and comfort with CRM and DMS reporting tools such as DriveCentric, DealerSocket, Tekion, or CDK
Excellent communication and relationship-building skills, with customers and across departments
Project management skills and the ability to run multiple campaigns at once
Valid driver's license and clean driving record

Responsibilities

Design, launch, and manage customer loyalty programs and retention initiatives across Sales and Service
Analyze customer data, including purchase history, service visits, and lease or finance maturity dates, to find retention and conquest opportunities
Partner with Sales and Service to build equity mining and lease-end or loan-payoff campaigns that drive repeat vehicle purchases
Own the customer touchpoint cadence: post-sale follow-up, service reminders, anniversary and birthday outreach, and win-back campaigns for lapsed customers
Monitor and improve retention metrics, including repeat purchase rate, service retention rate, Net Promoter Score, and customer lifetime value
Manage third-party loyalty and retention tools and CRM workflows, keeping data accurate and automated communications on time
Collaborate with Marketing on loyalty content, direct mail, email, and digital campaigns
Train and coach sales and service advisors on relationship-building practices that support retention goals
Track referral programs and reward customer advocacy
Report weekly to dealership leadership on program performance and ROI
Resolve escalated customer relationship issues that affect long-term loyalty, working with Sales and Service management