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Group 1 Automotive, Inc. (NYSE: GPI) is a Fortune 250 leader in global automotive retail, operating more than 250 dealerships and collision centers across the United States and United Kingdom. As the 4th largest dealership group in the U.S., Group 1 delivers a fully integrated automotive experience, including vehicle sales, financing, aftersales service, and digital retail solutions. As the automotive industry continues to evolve, Group 1 is investing in the people, technology, and operational excellence needed to shape what comes next. Our work is grounded in a simple belief, that a better experience for customers starts with an exemplary experience for employees. At Group 1, our commitment is to keep finding smarter ways to serve our customers and support one another. We believe great careers are built in environments where people are trusted, challenged, and given room to grow. If you share our core values of integrity, transparency, professionalism, teamwork, and respect, you can get more with Group 1. More opportunity. More support. More ways to build a career that moves you forward.Overview
Client Retention Specialist - Sandia BMW
Position Summary
The Client Retention Specialist is responsible for maintaining and strengthening relationships with existing BMW customers to encourage repeat business, increase customer loyalty, and identify opportunities for future vehicle purchases and leases. This position proactively contacts customers throughout their ownership experience, with a focus on lease maturity, upcoming vehicle replacement opportunities, and continued customer engagement.
Working closely with the Sales, Service, and Management teams, the Client Retention Specialist helps create a positive customer experience, schedules appointments, and supports dealership retention and sales objectives through consistent follow-up and relationship management.
Performance Expectations
Success in this position may be measured by customer contact activity, appointment scheduling and show rates, customer retention, repeat business, CRM follow-up completion, and contributions to dealership sales objectives.
Work Environment
This position is based at Sandia BMW and works closely with the dealership's Sales, Service, and Management teams. The role requires regular customer communication, consistent follow-up, and the ability to manage multiple customer opportunities simultaneously.
Responsibilities
- Proactively contact existing customers by phone, email, and text to maintain relationships and identify opportunities for repeat business.
- Manage and follow up with customers approaching lease maturity, financing milestones, or anticipated vehicle replacement timelines.
- Identify opportunities to retain customers through new and pre-owned vehicle purchases, lease renewals, and vehicle upgrades.
- Reach out to previous customers and inactive leads to re-engage them with the dealership.
- Schedule appointments for customers to meet with Sales or Management and follow up to encourage appointment attendance.
- Maintain accurate customer information, communication history, follow-up activities, and appointment details in the dealership's CRM system.
- Monitor customer portfolios and follow-up schedules to ensure timely and consistent communication.
- Partner with Sales, Service, and Management teams to identify customer needs, coordinate opportunities, and support customer retention initiatives.
- Provide a professional, personalized customer experience that reflects BMW's brand standards and commitment to customer satisfaction.
- Track customer engagement, appointment activity, retention opportunities, and other performance metrics as assigned.
- Follow up with customers after dealership visits or transactions as needed to support satisfaction and encourage future business.
- Perform other duties as assigned to support dealership operations and customer retention goals.
Qualifications
- High school diploma or equivalent required.
- Previous experience in automotive sales, business development, customer retention, customer service, or a related customer-facing role preferred.
- Strong communication and interpersonal skills, with the ability to build rapport and maintain long-term customer relationships.
- Comfortable making outbound calls and conducting consistent follow-up through phone, email, and text.
- Strong organizational skills and the ability to manage a high volume of customer contacts and follow-up activities.
- Proficiency with computers, email, and CRM or customer management systems.
- Ability to identify customer needs, recognize sales opportunities, and schedule appointments effectively.
- Self-motivated, goal-oriented, and able to work independently while collaborating with dealership teams.
- Professional demeanor and commitment to providing an exceptional customer experience.
- Automotive dealership experience and familiarity with vehicle leasing, financing, or the vehicle ownership cycle are a plus.