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Customer Engagement Specialist

5 months ago

Harleston, United Kingdom Retain Group Full time

**Closing Date**: 4th January 2024

**Employment Type**: Part Time

**Hours Per Week**: 30

**Employment Type**:Harleston

**Reporting To**: Senior CustomerEngagement Specialist

**About Us**

At Retain we know that customer engagement is one of the biggest reasons why customers come back to your dealership and not elsewhere. We engage with franchised main dealerships to increase retention, loyalty and sales by contacting finance customers at the right times and re-introduce them to the dealership.

Our customer engagement team contacts customers throughout their agreement, giving quality information and guidance, and at the optimal time, we will book them an appointment to meet a sales executive to renew their agreement. Whilst we contact your existing customers, your sales executives will have more time to secure new deals and forge the beginnings of a new customer relationship. From day one of a customers agreement to the day they sit back down at the dealership to discuss their next vehicle we are there every step of the way.

**About the role**
- As a Customer Engagement Specialist you will Achieve your set targets set each month / quarter
- Full understanding of products, process, and strategy. Keep an up-to-date product knowledge of the brands and vehicle manufacturers we work with is a benefit
- Engage with dealer customers and partners, ensuring you understand all existing processes and new requirements
- Report and agree weekly your own performance stats to your line manager
- Ensure the Retain System, Dealer Leads System & CRM Systems are kept updated with all communications.
- Ensure you check each dealers specific requirements prior to starting work on their account, opening hours, virtual appointments etc.
- Proactively manage the leads in Retain ensuring that all leads are completed in the agreed dealer and brand time frames
- Ensure all customers are contacted 3 times within the agreed time frames in line with group policy.
- Ensure you make 7 Outbound calls per hour to the existing customer base with the emphasis on making a dealer appointment with each customer your successfully speak with.
- Ensure all outbound and inbound calls/contacts are 100% compliant in line with Retain Automotive and Brands Minimum Standards.

**About you**

You will be someone with a passionate advocate for learning and development and always staying informed about new trends. You are skilled in building relationships, communicating effectively, and influencing at all levels with a proactive, pragmatic, and hands-on manner.

You are a creative thinker and effective problem solver who is highly organized with meticulous attention to detail. Exceptional planner, adept at managing multiple projects and deadlines and maintains composure, clarity, and focus in challenging and changing situations who is willing to challenge and be challenged in the pursuit of success.

**Application**

Prior to starting, please ensure you have all the relevant information to hand. Take time to review the Job Description pack above as the shortlisting will be carried out with this in mind.