Loyalty Experience Specialist

Join the ride!

Position: Loyalty Experience Specialist

Dealership: London Honda

Location: London, Ontario

Classification: Full Time, Onsite, **Immediate Vacancy**

Salary: $45,000-$50,000 + bonus

London Honda is proud to be a part of the AutoCanada dealership network. AutoCanada is the largest Canadian owned and publicly traded automotive dealer group operating in Canada and the US. We are innovative, data-driven and our commitment to our Team Members, customers and operational excellence fuels our success. 

We find opportunities to reward high-performers regularly and are looking for managers that empower and motivate their teams to do their very best. We want someone whose values align with our own and can support our people-driven culture of learning and continuous development. Working here is fast-paced, non-stop, and a little unpredictable-and we love it.

Your area of focus.

A Loyalty Experience Specialist focuses on fostering long-term customer relationships by managing loyalty programs, maintaining regular communication, and ensuring high customer satisfaction. This helps generate sales by making prospecting phone calls and assisting our sales team with appointments for existing clients. It will also greatly assist with our customer satisfaction where we can address current clients with any outstanding questions they may have for their maturing contract. 

What drives your day-to-day? 
 

• Deliver exceptional customer service, ensuring the company's expectations of quality and authenticity are being consistently delivered to customers.
• Maintain a high Net Promoter Score by focusing on key customer expectations, including regular follow-ups, email capture, first service visits, and timely reminders for key lease milestones.
• Handle inbound and outbound calls, leveraging scripts and CRM tools to prospect leads, book appointments, and engage with clients effectively.
• Collaborate with Service and Retention departments to identify upgrade opportunities, during service visits and key lease milestone reminders.
• Stay informed about leasing and financing changes, providing clear explanations to customers on residuals, payments, and vehicle upgrades.
• Educate customers on vehicle features, benefits, and updates, attending training sessions to maintain product knowledge.
• Participate in marketing campaigns, to increase opportunities through strategic outreach and heavy phone engagement.
• Generate and analyze regular performance reports, including KPIs such as appointments set, conversions, and customer interactions.
• Demonstrate values and behaviors consistent with the company's culture.
• Performing other duties as assigned.

What are the must-haves...
 

• Customer Service Excellence: Exceptional ability to create positive experiences for clients.
• Professional Communication: Strong verbal (phone & in person) and written skills with a professional tone.
• Work well under pressure of monthly targets: Working well under pressure to hit our goals.
• Industry Knowledge: Familiarity with the automotive industry, leasing, and financing is preferred but not mandatory (training provided).
• Tech-Savvy: Proficient with Microsoft Office, Google Workspace, and CRM tools is preferred but not mandatory (training provided).
• Detail-Oriented: Ability to manage multiple tasks efficiently while maintaining high attention to detail.
• Social Media Knowledge: A plus for supporting marketing initiatives.
• Self-Starter: Demonstrates initiative and works well under pressure with minimal supervision.
• Team-Oriented: Thrives in a collaborative environment and supports team goals.
• Experience in dealership sales administration is an asset
• You must be legally authorized to work in Canada

The Perks. 
 

• Competitive Compensation and Benefits Package
• Employee Vehicle Purchase & Service Plans
• Employee and Family Assistance Programs
• Company-wide appreciation events and contests throughout the calendar year
• Professional development and the opportunity to grow your career

And those are just the basics. We strive every day to create a workplace culture that embraces diversity and inclusivity, ensures fairness and equal opportunities, and fosters a sense of belonging for all Team Members. As an equal opportunity employer, we actively support everyone in expressing themselves and reaching their full potential. 

Can you picture yourself here already? 

We hope so. It's equally as important that you choose us as we choose you. Take a sneak peek at what we think makes this one of the best workplaces around. 

If you think you're a good fit to come along on our ride, apply now through our website at www.autocan.ca/careers. We thank all applicants for their interest; however, only those selected for an interview will be contacted.

Our commitment extends to reaching out to individuals from various backgrounds and identities. We do not discriminate based on gender identity, race, national origin, ethnicity, religion, age, sexual orientation, marital or family status, or mental/physical disabilities. AutoCanada is committed to collaborating with and providing reasonable accommodations to individuals with disabilities. If you need accommodation during the recruitment process, please inform your recruiter.

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