Loyalty Manager

Kunes Auto Group • Galesburg, IL

8d • $80,000 - $120,000

About The Position

Kunes Auto Group is seeking a Loyalty Manager to manage the dealership’s loyalty program, retention campaigns, and customer lifecycle communications. The role works with Sales, Service, BDC, and Marketing to increase customer lifetime value, repeat purchases, and referrals. The schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m.

Requirements

• At least 3 years of experience in Automotive Retail, Auto Sales Management, CRM, Marketing, or Customer Experience.
• A proven track record managing customer retention or loyalty programs.
• Strong analytical skills and familiarity 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 simultaneously.
• Valid driver's license and clean driving record.

Nice To Haves

• Dealership experience is strongly preferred.

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 identify retention and conquest opportunities.
• Partner with Sales and Service to develop equity mining, lease-end, and loan-payoff campaigns that drive repeat vehicle purchases.
• Manage customer touchpoints, including 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, maintaining accurate data and timely automated communications.
• 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 affecting long-term loyalty in collaboration with Sales and Service management.

Benefits

• Medical, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Paid time off.
• Life insurance.
• Employee Assistance Program.
• Daily Pay options.
• Employee discounts on vehicles, parts, and service.
• Ongoing training and professional development.
• Career advancement opportunities throughout Kunes Auto Group.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed