Requisition Title

Description

Position Summary

The Client Operations Manager (COM) will lead and develop a team of Client Service Managers (CSMs) to deliver and foster a premier level of service for Lincoln clients based on trust and respect, and to develop and maintain strong professional relationships with Lincoln clients by delivering high levels of satisfaction. This position will operate under the direction of the Lincoln Business Operations Manager and will oversee a team of 10+ CSMs responsible to provide support to Lincoln Dealers, OEM Field Personnel, retail, and fleet consumers using sales and service satisfaction tools and resources. The COM will supervise, train and coach CSMs while building strong professional relationships with Dealership and Field personnel. Responsibilities include training and leading a high-performance team to deliver exceptional customer support and dealer support including accessibility and problem resolution in a premier customer environment. The position requires the ability to lead a team to deliver high customer service and outstanding employee satisfaction, customer case management expertise and an understanding of Dealership sales and service operations.

Duties and Responsibilities

Each of the following duties and responsibilities support one or more of the following foundational themes for Lincoln Customer Service: Relationships, Trust, Respect, and In Control.

Quality/Training and Development

• Ensure CSM's provide superior level of customer service with focus on building relationship of trust, empathy, and enthusiasm with each Lincoln owner

• Mentor CSM's to develop outstanding customer advocacy, communication skills, program knowledge, build trust and demonstrate respect for Lincoln customers

• Deliver superior customer handling as measured by voice of customer surveys

• Deliver superior support to OEM Field Personnel as measured by surveys

• Deliver high employee satisfaction as measured by Percepta employee satisfaction surveys

• Review CSM performance metrics (monthly) and develop improvement action plans

• Monitor calls and counsel CSMs to improve performance

• Identify process and training opportunities as warranted

• Deliver coaching and mentor CSMs (side-by-side)

• Deliver New Hire and Continuous Improvement training

• Responsible to ensure all CSMs have individual training plans

• Complete annual performance evaluations and monthly scorecards

• Monitor process and policy issues that impact satisfaction and engage CRC Management, Field, Lincoln Dealers and CSMs to drive process change

• Participate in calibration sessions (Melbourne)

• Drive superior dealer satisfaction as measured by accessibility and problem resolution (surveys)

• Provide feedback to OEM Field Personnel and Lincoln Dealership Personnel on Dealer, Market and Zone customer satisfaction performance

• Achieve program certification and attend all training as required.

Operations

• Serve as a role model for excellent customer relationship building and promote a culture of Dealer and Customer loyalty

• Work directly with Field and Lincoln Dealers to resolve difficult customer issues

• Promote and foster a continuous improvement culture within the organization

• Conduct regular Team Meetings with direct reports to communicate information

• Participate in monthly zone / market reviews with OEM Field Personnel

• Participate in Quality Assurance calls and calibration meetings

• General administrative duties as required.

• Responding to and handling customer contacts (all channels) as staffing requires

• Act as Executive Liaison for all Lincoln issues

Work Environment

• Lead by example to create an enthusiastic, positive work environment that drives team performance

• Demonstrate leadership that drives employee retention, high productivity, and customer satisfaction

• Complete annual performance evaluations and monthly scorecards

• Recognize and reward excellent individual and team performance

• Build and sustain high levels of team morale to support CSM retention.

Miscellaneous

• Support CSM recruitment and assessment process

• Conduct/participate in focus groups and CSM/company feedback sessions

• Administer disciplinary actions if necessary

• May require evening and weekend working hours

• Bilingual (English/Spanish) an asset

Education

• Bachelor's degree preferred

• Equivalent related experience will be considered.

Experience

• Experience leading a team to deliver high customer satisfaction for sophisticated luxury customer base

• Experience coaching others to perform and build relationships in luxury environment

• Experience building and maintaining high levels of employee satisfaction

• Minimum of 3 years experience with luxury Automotive OEM and/or Automotive Dealership (sales or service) preferred

• Vehicle technical competence and experience an asset.

Skills

• Leadership Skills:

o Team Building

o Good judgment in problem resolution

o Ability to create a supportive and conducive adult learning environment

o Ability to drive employee satisfaction

o Demonstrate professionalism

• Experience coaching teams supporting luxury customers preferred

• Ability to act on behalf of the company and demonstrate a high degree of professionalism, tact, and diplomacy

• Ability to faciliate and deliver training curriculum

• Strong organizational, time management and problem-solving skills including ability to multitask

• Ability to create a supportive and conducive professional learning environment

• Knowledge of Dealership Sales and Service operations

• Knowledge of customer satisfaction programs and policies for Automotive Dealers and OEM's

• Strong customer service background and experience

• Knowledge of Automotive Warranty and Policy practices including service contracts

• Strong computer skills including spreadsheets and database applications. Experience with EXCEL, Outlook and WORD required.

• Strong analytical skills including ability to interpret performance reports to identify trends

• Excellent oral and written communication skills

• Ability to work with OEM Field and Lincoln Dealership Personnel

• Must be able to interact with all internal and external departments and contacts. Must represent Percepta and Lincoln professionally with all clients and external organizations and contacts.

Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.