Customer Retention Manager

About Us

Mercedes-Benz is USA is responsible for the sales, marketing and service of all Mercedes-Benz and Maybach products in the United States. In our people, you will find tremendous commitment to our corporate values: 'PRIDE = Passion, Respect, Integrity, Discipline, and Execution'. Our products and employees reflect this dedication. We are looking for diverse top-notch individuals to join the Mercedes-Benz Team and uphold these hallmarks.

MBUSA requires all new employees to present proof they are fully vaccinated against COVID-19 prior to the start date. Currently, "fully vaccinated" is defined as someone that has received both doses of the Pfizer/Moderna COVID-19 vaccines or one dose of the Johnson & Johnson COVID-19 vaccine. Individuals with a valid medical/religious reason preventing them from taking the vaccine may request an accommodation.

Primary Purpose of Job

Responsible for managing all business aspects of the Customer Retention Program with the goal of reducing costs and retaining customers. This includes acting as the primary liaison for the Region, Dealerships, Warranty Services Group, Sales, Aftersales, Customer Relations, Finance, Engineering, Legal, Logistics, Mercedes-Benz Financial and Stericycle.

Overall Deliverables: This content should not be construed as an exhaustive statement of responsibilities or requirements. Employees may be required to perform other job related responsibilities in order for the department to achieve its' goals.

Responsibilities:

Mastery of sales process and ability to "desk a deal". Knowledge of customer retention options. Build solid relationships with Field reps and Dealership Service personnel. Work hand-in-hand with Customer Advocacy to recognize potential customer dissatisfaction early in the ownership process through dealership contact, customer contact, legal, or early warning system. Knowledge of options to resolve. Ability to develop seamless strategies to keep customers in the brand while helping to maintain the dealer/customer relationship. Recognize industry trends of like brands for customer retention and apply internally. Ability to communicate all of the above to Customer Advocacy Team.

Work with Field Team to organize and coordinate all customer retention situations. Possess familiarity of state regulations. Maintain contact with legal dept to ensure that we are in compliance with appropriate state regulations. Manage distribution of all required documentation, releases, disclosures, deal jackets in a timely fashion from issue through to completion, proper filing of documentation and vehicle logistics.

Work with MBF, remarketing, management and Buyback vendor to make sure resources are properly allocated including MSO's, titles, bills of sale, disclosures, market support. Oversee buyback vendor to ensure timely and accurate processing of all claims. Oversee auction process by working with Mercedes-Benz Financial, internal groups and Buyback vendor. Provide needed support to all previous mentioned for effective sale of MB units.

Maintain and encourage open communication with the Customer Advocacy Group. Understand every facet of Customer Advocacy business and manage cases from start to finish in addition to cases focused on buyback or goodwill.

Responsible to audit claims to verify accuracy and compliance. Establish tracking and reporting methods for internal use and distribution to Field team. Work with Warranty Services Group (WSG) on systems to track vehicle days down as per Unger case. Establish tracking and reporting for customer for customer satisfaction. Compile reporting for internal and external audiences. Work with Finance, Legal, MBF, Engineering, WSG, Field, dealerships, CCMs etc to establish clear and open communication channels for every facet of the Customer Retention process.

Handle and process requests from Better Business Bureau Autoline (BBB) in conjunction with MB legal counsel. Coordinate arbitration hearing on behalf of legal. Handle pre-emptive MBUSA repurchases assigned by legal, Engineering Services, Product Management, etc.

Make all necessary training available to outside personnel in order for them to understand and accomplish their assigned job tasks and positions in the chain of events.

Qualifications

Requirements & Conditions

- Must be able to work flexible hours/work schedule

- Requires valid driver's license

- Travel domestically

- Work Holidays when required

- Work weekends when required

Education

Bachelor's Degree (accredited school) or equivalent work experience with emphasis in:

- Accounting

- Business Administration

- Finance

- Mathematics

Knowledge (necessary to perform proficiently in this position)

- Must have 5 - 7 years (total) of experience in the following:

- Automotive-Retail Knowledge of retail processes and procedures, with emphasis in New and Pre-owned sales, accessories, service and parts.

- Automotive - Technical Knowledge of automotive technical information systems and repair/diagnostic procedures.

- Business - General Knowledge of fundamental business practices and concepts that impact the success and profitability of the organization.

- Business Management Knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, human resource management and efficiency and process methods.

- Government Knowledge of laws, legal codes, precedents, government regulations, executive orders, agency rules, as it relates to the automotive industry.

- Vendor Management Knowledge of Agency/Vendor management and budget management.

Skills, Abilities and MBUSA Knowledge

Analytical Skills:

- Ability to collect data and establish facts and identify trends and variances

- Ability to review and interpret and evaluate statistical information

The fully trained individual must develop and maintain comprehensive knowledge of:

- Company Policies & Procedures

- Company Mission, Goals & Vision

- Departmental practices/procedures and how they apply to customers

- Interdepartmental relationships and their effect on company, departmental and individual goals

- Software that is applicable to the job

EEO Statement

Mercedes-Benz USA is committed to fostering an inclusive environment that appreciates and leverages the diversity of our team. We provide equal employment opportunity (EEO) to all qualified applicants and employees without regard to race, color, ethnicity, gender, age, national origin, religion, marital status, veteran status, physical or other disability, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local law.