Our esteemed client, a globally recognized leader in the automotive industry, is dedicated to delivering unparalleled driving experiences and exceptional customer service. They are committed to innovation, quality, and a premium brand experience that resonates with customers worldwide. As a partner, Aquent is seeking a visionary individual to join their team and significantly elevate their retail operations and customer journey.

About the Role: Elevate the Premium Customer Journey

Are you a strategic thinker with a passion for transforming customer interactions and driving operational excellence? This pivotal role places you at the heart of enhancing the end-to-end customer experience across a dynamic retail network. You will be instrumental in shaping how customers engage with a leading automotive brand, ensuring every touchpoint reflects a commitment to premium quality and seamless service. This is your chance to make a tangible impact, guiding dealership partners to achieve new heights in customer satisfaction and business performance, directly influencing the brand’s reputation and success.

What You’ll Do: Impact and Responsibilities

As a key liaison between the brand and its dealership 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.

Provide in-dealership consultancy to enhance both sales and service customer experience, identifying operational gaps and implementing actionable solutions to improve customer satisfaction and business outcomes while following 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 dealership customer journeys with the brand’s customer experience strategy. Support retailers 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 retailer 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 retailers. 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 retailers. Travel regularly to assigned dealerships and manage time accordingly based on support needs and performance metrics. Ability to prioritize according to greatest need and highest opportunity to drive ROI.

Qualifications: What You Bring

Must-Have 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. Microsoft Office proficiency. Flexibility for regular travel (up to 75%) to assigned dealerships in your territory. Thrives in a fast-paced environment. Seamlessly makes and maintains strong client relationships.

Loves asking “why.”

Execution and Performance oriented – driven to achieve. Strong attention to detail. Commitment to excellence. A take ownership attitude with an inherent sense of urgency.

Must be willing to travel 75% of the time within British Columbia or Alberta. A company vehicle will be provided.

Experience in the dealership retail process and sales and service digital platforms.

About Aquent Talent

Aquent Talent connects the best talent in marketing, creative, and design with the world’s biggest brands. Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits! Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.