Customer Experience, CRM Specialist

Dealership:

Location: Remote

Compensation: $75,000-100,000

Travel Required: - Up to 25% travel within the U.S. and Canada.

Drive Your Career Forward with Lithia & Driveway  

Lithia & Driveway (LAD) is one of the largest global automotive retailers providing a wide array of products and services throughout the ownership lifecycle with a vision to modernize personal transportation solutions wherever, whenever, and however consumers desire.  

With a mission of "Growth Powered by People," we are propelled by our colleagues and preferred by our customers, making Lithia & Driveway the leading automotive retailer in each of our markets.  

Our success is fueled by four core values:  

·         Earning Customers for Life  

·         Improving Constantly  

·         Taking Personal Ownership  

·         Having Fun  

Our entrepreneurial, high-performance culture sets us apart, and our philosophy is straightforward: assemble a team of passionate individuals and cultivate an environment that empowers colleagues to excel.  

We’d love to have you join us on our journey!

About the Role

As a Customer Experience (CX), CRM Specialist, you’ll play a vital role in shaping the digital customer journey across our dealership network. You will drive dealership adoption of our tech stack, optimize CRM usage, and enhance customer loyalty—all while partnering with cross-functional teams to maximize return on investment and ensure alignment with company objectives.

You will report to the Senior Manager, Customer Ecosystem and collaborate closely with internal stakeholders, field operations, and vendor partners.

What You’ll Do:  

Technology Expertise & Channel Ownership:

• Own assigned CX tech platforms: CRM, call tracking, chat, digital retail, video, equity mining tools, AI-driven systems.

• Lead vendor and contract management, onboarding, and performance tracking.

• Host Quarterly Review Boards (QRBs) with vendors to review results and feature enhancements.

• Document best practices, processes, and KPIs to optimize platform effectiveness.

Cross-Functional Collaboration:

• Serve as a digital experience consultant for internal teams and Retail Management Operations (RMO).

• Champion the end-to-end customer journey across digital and in-store touchpoints: digital storefront, phone, email, SMS, aftersales, marketing, and OEM partners.

Reporting & Performance Insights:

• Develop executive dashboards highlighting adoption, ROI, and performance insights.

• Analyze cross-channel data to guide strategic decisions and enhance tool effectiveness.

• Facilitate regular evaluations with internal and external partners.

Training & Field Enablement:

• Manage vendor relationships to ensure alignment with LAD objectives.

• Deliver workshops, conduct tech stack audits, and provide continuous enablement.

What You’ll Bring: 

• Bachelor’s degree in Business, Marketing, Communications, or equivalent experience.

• At least 5 years of automotive retail experience.

• Proficiency in CRM management, traffic workflows, and sales processes.

• Strong analytical, organizational, and problem-solving skills.

We offer best in class industry benefits

• Competitive pay

• Medical, Dental and Vision Plans

• Paid Holidays & PTO

• Short and Long-Term Disability

• Paid Life Insurance

• 401(k) Retirement Plan

• Employee Stock Purchase Plan

• Lithia Learning Center

• Vehicle Purchase Discounts

• Wellness Programs

High School graduate or equivalent, 18 years or older required. We are a drug free workplace. We are committed to equal employment opportunity (regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status). We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.