Loyalty Manager

Responsibilities

• Design, launch, and manage customer loyalty programs and retention initiatives across Sales and Service
• Analyze customer data, including purchase history, service visits, and lease or finance maturity dates, to find retention and conquest opportunities
• Partner with Sales and Service to build equity mining and lease-end or loan-payoff campaigns that drive repeat vehicle purchases
• Own the customer touchpoint cadence: post-sale follow-up, service reminders, anniversary and birthday outreach, and win-back campaigns for lapsed customers
• Monitor and improve retention metrics, including repeat purchase rate, service retention rate, Net Promoter Score, and customer lifetime value
• Manage third-party loyalty and retention tools and CRM workflows, keeping data accurate and automated communications on time
• Collaborate with Marketing on loyalty content, direct mail, email, and digital campaigns
• Train and coach sales and service advisors on relationship-building practices that support retention goals
• Track referral programs and reward customer advocacy
• Report weekly to dealership leadership on program performance and ROI

Requirements

• 3+ years in Automotive Retail, Auto Sales Management, CRM, Marketing, or Customer Experience required.
• Dealership experience strongly preferred
• A proven track record managing customer retention or loyalty programs
• Strong analytical skills and comfort with CRM and DMS reporting tools such as DriveCentric, DealerSocket, Tekion, or CDK
• Excellent communication and relationship-building skills, with customers and across departments
• Project management skills and the ability to run multiple campaigns at once
• Valid driver's license and clean driving record

Benefits

• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan with Company Match
• Paid Time Off
• Life Insurance
• Employee Assistance Program
• Daily Pay Options
• Employee Discounts on Vehicles, Parts, and Service
• Ongoing Training and Professional Development
• Career Advancement Opportunities Throughout Kunes Auto Group