Company
Cox Automotive - USA
Customer Care Group
Client Relationship Manager II
Individual Contributor
Can work remotely anywhere in the specified country
Yes, 5% of the time
Day
Compensation
Compensation includes a base salary of $53,200.00 - $79,800.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
The Customer Relationship Manager II, Managed Services is expected to build and maintain relationships with external clients and ensure customer needs are the driving force behind priorities, decisions and activities resulting in product utilization and client retention. The Customer Relationship Manager II, Managed Services is responsible for all day-to-day communications on behalf of the Automotive Marketing Platform (AMP), providing consultation on strategies and execution in subscribed marketing channels. Marketing Channels include but are not limited to: Email, Text, Social, Creative, Advertising and Direct Mail.
This position will work cross-functionally with many teams across the organization as the operations and strategic point of contact for their assigned clients.
What You’ll Do
- Provide proactive client relationship management and communication as the primary point of contact for the AMP Marketing Technology Platform.
- Contribute to customer satisfaction by consistently meeting and/or exceeding expectations and commitments by providing a high level of customer service to both internal and external customers; by solving customer problems quickly and effectively.
- Work directly, professionally and collaboratively with Clients, internal teams (Product, Implementation, Performance Management, etc.), and other cross-functional teams as required to meet client needs.
- Maintain an expected level of client engagement on a monthly basis in an effort to drive product utilization, and performance, and minimize potential client churn risk.
- Conduct consultative reviews and provide summaries to dealership & dealership group leaders outlining tasks completed, established action items and analysis of marketing/process opportunities to drive product utilization and performance. This is including but is not limited to: marketing templates, customer segments, process trees, campaign strategy, task call scripts, etc.
- Leverage existing and custom CRM report to analyze and evaluate email performance including, but not limited to, emails sent, emails opened, emails clicked, tasks created, tasks completed and deleted, and vehicles sold from email campaigns.
- Provide guidance to other members of Managed Services and other departments (as appropriate) by sharing experiential knowledge of and coaching others on marketing trends, tactics and marketing in general. The Account Manager should display the utmost quality, confidence and effectiveness when handling accounts, pilot programs, new feature conversations and difficult situations by providing exceptional customer service and maintaining a high degree of professional integrity within all levels of the organization.
Who You Are
Minimum Qualifications:
- Bachelor’s degree in a related discipline and 2 years experience in a related field. The right candidate could also have a different combination, such as a master’s degree and up to 2 years experience; or 6 years experience in a related field.
- Marketing program experience, including evaluating and utilizing digital marketing and/or CRM systems
- Account ownership or management experience
- Effective communication skills: written, verbal and presentation
- Working knowledge of MS office tools
- Mental acuity (detail oriented, capable of managing multiple tasks simultaneously, strong prioritization) to execute duties of the position successfully to meet business and client needs
- Strong organizational skills
- Proactive thinker with the ability to absorb high amounts of detail
- Demonstrated leadership skills
- Exceptional client relationship, and account management, experience
- Knowledge of Digital Marketing campaigns, customer segmentation, and marketing best practices
- Ability to thrive in a fast-paced environment and meet tight deadlines
Preferred Qualifications:
- Automotive retail – sales and fixed operations marketing experience
What’s In It For You
At Cox, we reward your hard work with meaningful benefits.
First, we offer a highly competitive compensation package, 401(k) with a generous company match, comprehensive healthcare, life, and disability benefits, plus numerous other benefits, including adoption assistance, pet insurance, and discounts on travel and cars! Check out all our benefits.
We value people more than technology. That means you’ll work within a culture and with a team that values your leadership, your experience, your contributions, and you – yes, you – as a person. We believe recognition is important, and Cox strives to celebrate those who help make us successful every day. We also encourage diversity and support inclusion; we want you to do you and feel comfortable doing so.
We also offer boundless opportunities for growth; you can sharpen your skills, learn a new talent, join a mentoring program, even earn an advanced degree. You’ll find the potential for lateral or upward career growth within the Cox family businesses, including the innovative startups in transportation mobility, clean tech and more.
To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.
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 annually 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.
Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. 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. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.
Application Deadline: 09/29/2024
