Dealer Client Experience Manager

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Job description

We are looking for a talented Dealer Client Experience Manager who will Enhance, service, and monitor business relationships with existing Dealer clientele. Maintains and develops relationships with dealers in a defined area in order to enhance their overall CUDL experience, increase CUDL Dealer Portal features usage, product penetration, product retention, lender penetration, and market share based on management directed business plans and objectives. Client contact, client retention, product utilization, product penetration, and revenue growth are primary measurables.

What You'll Be Doing:

Relationship Management

• Works to foster and enhance relationships, at multiple levels within the Dealer sales management vertical, through in person visits within an assigned area to create an excellent dealer experience with CUDL.
• Trains appropriate dealer personnel in gaining better understanding of individual lender programs to increase dealer portal usage and greater lender penetrations.
• Consults with existing Dealers regarding AutoSMART and various Digital Retail marketing products to assist dealer in better positioning themselves within their market.
• Encourages a strong partnership between both Dealer and Lender clientele.
• Works in collaboration with the Client and Product Support team, Lender Experience team, Internal Dealer Experience team, and NEWCO as directed by management. This may include targeted joint dealer visits with lenders, dealer account servicing needs between internal team and field team, provide dealer/lender market feedback, and field support, etc.

Product Development

• Sells to existing Dealers to increase or retain business through in person visits within assigned area. Maintains and enhances existing dealer network according to business plans and objectives.
• Sells all CUDC products including CUDL, AutoSMART, Vehicle Inventory Display, DMS, Digital Retail marketing, VERO, GAP, plus all other dealer related products according to business plan and objectives.
• Identifies vehicle dealers changing ownership via buy/sell arrangement and works with both parties to ensure a smooth transition by collecting accurate information and follow up for contract execution.
• Responsible for achieving business plan goals for all dealer related CUDC products within assigned dealer region.

Product Maintenance

• Properly trains dealer personnel on CUDL Dealer Portal usage and any other system enhancement or product.
• Responsible for updating and maintaining accurate Dealer client contact information in CUDC database system.
• Services and supports assigned CUDL dealers.
• Works to ensure billing for existing dealer accounts is current or assists in collection of past due dealer revenue.
• Works with any of the following Fleet, Finance, Marketing, BDC, or Internet dealer client staff to ensure auto related marketing and advertising activities are understood and completed on a regular basis.

Reporting and Documentation

• Responsible for tracking all client related activity through Salesforce or other related CRM tools weekly or as directed by management.
• Monitor and report to your Director of Dealer Experience on all relative trends affecting both the dealer retail market and the credit union industry.

Living the Values.

Value Team Members and Commit to their Growth

• With the right tools and opportunities, we cultivate a respectful environment where people can thrive.

Imagine. Innovate. Inspire.

• We innovate with passion, take measured risk, embrace diversity of thought and champion necessary change.

Optimize the Experience

• We collaborate to create best-possible experiences for our team members and customers.

Achieve Exceptional Results

• We align on desired outcomes and take responsibility for achieving our goals.

The Ideal Candidate:

Education:

• BA/BS degree or commensurate experience

Experience:

• Three years successful experience in indirect auto finance industry or automotive digital retail marketing. Previous Salesforce experience a plus.

Specialized Skills:

• Work independently with a high level of initiative
• Excellent oral, written, presentation and analytical skills
• Ability to organize, prioritize work, meet deadlines and established goals.
• Specialized problem solving and trouble shooting skills in the dealer business model.
• Excellent internal and external customer service skills
• Proficient with Microsoft Office programs to include Word, Excel and PowerPoint
• Proficient in computer skills
• Ability to travel and work daily in vehicle while visiting and servicing dealer clients. Up to 80% weekly car travel possible. Some overnight travel.
• Must possess a valid driver's license

About CU Direct

CU Direct helps credit unions, dealers and affinity groups succeed.

Since 1994, CU Direct has been the leading advocate for credit unions. We are credit union owned, credit union focused, and CUSO driven. Through exceptional products and services, we create exponential value for credit unions. Our broad range of innovative, industry leading lending solutions and technology help them achieve their lending goals and to be more successful.

If you've got the skills, we'd love to talk to you!

CU Direct is an equal opportunity employer. All recruitment, hiring, training, compensation, benefits, discipline, and other terms and conditions of employment will be based upon an individuals' qualifications regardless of race, religion, color, sex, gender identity, sexual orientation, national origin, ancestry, military service, marital status, pregnancy, age, protected medical condition, genetic information, disability or any other category protected by federal, state or local law.