Join the Porsche Legacy – Become Our Dealer Customer Experience Manager
Porsche New Orleans | Metairie, LA
Are you passionate about delivering exceptional customer experiences that match the prestige and performance of the Porsche brand? Porsche New Orleans is seeking a Dealer Customer Experience Manager (DCEM) to champion customer satisfaction across every touchpoint in our dealership. If you're driven, detail-oriented, and a natural leader, this is your opportunity to shape and elevate our customer experience.
About the Role
As the DCEM, you’ll be the voice of the customer and the driving force behind our customer satisfaction initiatives. Working cross-functionally with Sales, Service, and Leadership teams, your mission is to ensure that every customer interaction reflects the excellence Porsche represents.
General Responsibilities
- Lead the resolution of customer concerns across Sales and Service, leveraging the Passion system to track open cases and follow through to resolution.
- Analyze daily Customer Satisfaction Index (CSI) metrics via the Passion platform, identifying performance trends and spearheading process improvements.
- Recognize exceptional customer service achievements, while mentoring team members in need of development.
- Ensure the dealership environment reflects luxury brand standards, with a focus on cleanliness, comfort, and upscale amenity offerings.
- Maintain precise customer data across CRM and DMS systems, empowering personalized marketing and enhanced customer engagement.
- Manage the dealership’s online presence, ensuring a user-friendly customer journey, current staff bios, and up-to-date promotions.
- Evaluate staff’s phone and email etiquette, offering coaching where necessary, including conducting mystery shops for quality assurance.
- Oversee dealership reviews on platforms like Google, Yelp, and DealerRater. Utilize tools like Porsche Reputation Scorecard to monitor and improve feedback response and performance.
- Select and manage inventory for customer appreciation gifts in Sales and Service, adding unexpected moments of joy to the Porsche experience.
- Represent Porsche New Orleans in local events and initiatives, building meaningful relationships and brand visibility within the community.
The Ideal Candidate
- A customer-obsessed professional with luxury brand or dealership experience is preferred
- Exceptionally organized and tech-savvy with a strong understanding of CRM, DMS, and digital platforms
- Proactive, personable, and driven to exceed customer expectations
- Able to lead cross-departmental initiatives with clarity and passion
Why Porsche New Orleans?
At Porsche New Orleans, you’ll join a team of dedicated professionals passionate about performance, precision, and people. Our dealership offers a dynamic and supportive environment where your leadership will directly influence our brand's reputation and long-term success.
