Dealer.com, a Cox Automotive Brand, is currently hiring Manager to join our Managed Services team remotely or at any Cox location.

The Manager, Client Relationship Management will lead the Managed Services team responsible for servicing dealers on the Xtime Invite service marketing product. Xtime Invite is the marketing and demand-generation tool that brings service customers in the door, drives retention and recaptures declined services, which account for at least 58% of additional service recommendations. This leader will manage and build teams focused on maximizing the ROI of the Invite product by delivering on the marketing campaigns that align with the dealership's fixed operations strategy. This team owns approximately 1/3 of Invite customers (the other 2/3 owned by Performance Management) as well as support for certain Performance Management Invite related requests. The individual in this role will be a key stakeholder in collaborating with clients and internal teams (Products, Engineering, Implementation, Performance Management, Creative Services, etc.) in order to develop, build and support Cox Automotive Managed Services associated with the product. They will work to achieve operational excellence resulting in increased customer satisfaction, product performance, customer retention and overall team efficiencies. The individual will oversee Supervisor(s), Client Relationship Managers, and Advertising Operations Specialists. This position entails significant levels of client organizational influence, and reports to the Sr Director, Managed Services.

What You'll Do:

• Collaborate with multiple stakeholder groups to ensure alignment around team scope, product needs, and team hand-offs ensuring effective operational processes throughout the organization.
• Provide guidance on existing product offering and future opportunities for Managed Services products within the 1:1 Marketing space. Represent Managed Services to internal and external clients as needed.

• Provides clear team goals and ensures tasks are delegated in a manner that supports achievement of company and customer goals.
• Ensures client relationships are developed, maintained, and managed according to the company's policies and customer expectations.
• Responsible for resolving a range of inquiries across product and service applications.
• Deals effectively with client issues, ranging from 'how to' questions to utilization and escalations, to invoicing and payment.
• Provides weekly analysis and reporting of customer metrics.
• Leverages data-driven insights to recommend improvements to CRM's processes and generate enhancements to customer-specific engagements.
• Assumes accountability for client satisfaction, utilization, retention for those accounts own by the Client Relationship Managers.
• Contributes to establishment of CRM & AOS team goals and key performance indicators (KPIs).
  

Minimum Qualifications:

• Bachelor's degree in a related discipline and 6 years' experience in a related field. The right candidate could also have a different combination, such as a master's degree and 4 years' experience; a Ph.D. and 1 year experience in a related field; or 10 years' experience in a related field
• 1+ year of experience in management or lead role
• Requires strong knowledge of digital marketing
• Experience leading teams across multiple functional disciplines and the ability to align goals to drive a singular customer experience
• Ability to develop, set and champion 1:1 marketing best practice across multiple teams and discipline groups
• Ability to discern actionable strategy from data to design, implement and measure marketing campaigns across several disciplines
• Experience in leading teams through the creative process, handling steps involving concept definition, design, delivery/implementation, evaluation, and improvement
• Experience working with in-house marketing teams
• Established pattern of achieving business results
• Excellent interpersonal communication, written and oral communication skills
• Exercises good judgment and is able to rapidly respond to changing priorities, goals, and circumstances
• Develop innovative problem solving for organizational challenges
• Demonstrate composure under pressure
• Develop and communicate the direction for reporting teams
• Maintain professional, solid relationships with leaders in other departments
• Operationalize direction strategically
  

Preferred Qualifications:

• Familiarity with Salesforce
• In-depth understanding of the automotive dealership processes
• Experience with e-commerce marketing, SaaS, and automotive specific digital marketing products
  

Compensation includes a base salary of $87,400 - $145,600. The salary rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's experience. Position may be eligible for additional compensation that may include an incentive program.

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the Company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.

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Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page .

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