Dealership Retail Experience Strategist [AQ-22736]

Job summary

Advise automotive retail partners on improving sales and service operations, customer journeys, and premium omnichannel experiences. Assess performance, conduct mystery shops, resolve escalated customer cases, and coordinate action plans and change initiatives with retail and internal teams.

Job details

Aquent is proud to partner with a globally recognized leader in the automotive industry, a company dedicated to delivering unparalleled driving experiences and exceptional customer service. This organization is committed to innovation, quality, and a premium brand experience that resonates with customers worldwide, and you will play a crucial role in enhancing this experience. Are you ready to redefine what a premium customer experience means in the automotive world? This pivotal role offers you the chance to be at the forefront of innovation, shaping how customers engage with a leading brand and ensuring every touchpoint reflects unparalleled quality and seamless service. You will be instrumental in guiding retail partners to achieve new heights in customer satisfaction and business performance, directly influencing the brand’s reputation and success. This is your opportunity to make a tangible, lasting impact, transforming customer interactions and driving operational excellence across a dynamic retail network. As a key liaison between the brand and its retail partners, you will provide expert consultancy to optimize sales and service operations. Your work will ensure a consistent, premium experience for every customer, whether online or in-store, aligning with the brand’s distinguished standards. You will drive change, implement innovative retail strategies, and foster continuous improvement across the network, directly influencing customer satisfaction and business performance. What You’ll Do Provide in-store consultancy to enhance both sales and service customer experience, identifying operational gaps and implementing actionable solutions to improve customer satisfaction and business outcomes while adhering to established sales and service processes. Offer expert guidance on omni-channel customer interactions to ensure a premium customer experience across the entire customer journey. Collaborate with internal teams, including Business Development, Digital, Marketing, and Sales and Service Operations, to align retail customer journeys with the brand’s customer experience strategy. Support retail partners with implementing new retail strategies based on customer-centric models, ensuring that sales and service teams are aligned with modernized processes. Conduct regular touchpoints with retail and field teams to provide ongoing support and address any performance gaps, facilitate change management, and ensure continuous improvement, while prioritizing activities and outcomes that drive higher ROI. Take a lead in handling escalated customer cases through resolution in collaboration with internal stakeholders and retail partners. Utilize various tools to document observations, analysis, and action plans, while providing regular updates to the field team and internal stakeholders. Execute mystery shop activities, post shop assessments, and action planning with retail partners. Travel regularly to assigned retail locations and manage time accordingly based on support needs and performance metrics. Prioritize according to greatest need and highest opportunity to drive ROI. Required Qualifications Bachelor’s degree or equivalent work experience. 2+ years of experience in sales or service experience improvement, ideally within the automotive industry. Excellent relationship-building, communication, and consultative skills. Strong analytical skills, with the ability to assess performance data and implement effective, data-driven solutions. Strong presentation skills – capable of communicating effortlessly with internal and external stakeholders. Proficiency in Microsoft Office. Flexibility for regular travel (up to 75%) to assigned retail locations within your designated territory. Ability to thrive in a fast-paced environment. A proven track record of seamlessly making and maintaining strong client relationships. A curious mindset, always asking “why.” Execution and performance oriented – driven to achieve results. Strong attention to detail. Commitment to excellence. A take ownership attitude with an inherent sense of urgency. Experience in the retail process and sales and service digital platforms.

What you’ll do

Advise automotive retail partners on improving sales and service operations, customer journeys, and premium omnichannel experiences. Assess performance, conduct mystery shops, resolve escalated customer cases, and coordinate action plans and change initiatives with retail and internal teams.

Requirements

Requires a bachelor’s degree or equivalent experience and at least two years of experience improving sales or service experiences, ideally in the automotive industry. Candidates should have strong consultative, communication, analytical, presentation, and relationship-building skills, proficiency in Microsoft Office, experience with retail processes and digital platforms, and flexibility to travel up to 75%.

Listed skills

• Change Management · Preferred
• Data analysis · Preferred
• Microsoft Office · Preferred
• Relationship Building · Preferred
• Action Planning · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Retail Experience Improvement
• Sales Operations
• Service Operations
• Customer Experience Strategy
• Omnichannel Customer Experience
• Consultative Skills
• Relationship Building
• Data Analysis
• Performance Improvement
• Change Management
• Presentation Skills
• Microsoft Office
• Mystery Shopping
• Action Planning
• Digital Retail Platforms
• Stakeholder Collaboration

Job areas

• Retail
• Customer Service & Support
• Consulting
• Sales
• Manufacturing

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