Customer Relations Manager

Confidential Announcement

We are seeking a Customer Relations Director, based in Quebec, to lead the appointment scheduling department serving multiple car dealerships. The ideal candidate is proficient in Serti, has exemplary telephone skills, and can provide clear instructions on daily tasks. They ensure smooth coordination with service department managers of partner dealerships and adopt a results-oriented approach while demonstrating autonomy and experience.

Key Responsibilities

• Lead and optimize the daily activities of the appointment scheduling service for multiple dealerships, aiming for operational efficiency and performance goals.
• Set priorities, delegate tasks, and supervise process execution to achieve key indicators (appointment volume, conversion rate, customer satisfaction, appointment lead time).
• Act as the primary liaison with service department managers of partner dealerships to ensure alignment of priorities and resolve operational issues.
• Develop, document, and improve departmental operational procedures and best practices.
• Train, coach, and motivate the team; contribute to recruitment and talent development.
• Analyze data, produce reports, and propose corrective actions to optimize workflows and results; proficient with CRM tools and Serti.
• Handle escalations and sensitive customer situations, ensuring a high-quality customer experience.
• Collaborate with marketing and sales teams to optimize campaigns, leads, and conversion rates.
• Ensure practices comply with privacy laws and maintain customer data confidentiality.

Profile

• Minimum of one (1) year of experience in a similar role or team management focused on customer relations/appointment scheduling; automotive experience is an asset.
• Excellent telephone skills, strong communication abilities, and aptitude for giving clear instructions.
• Proficiency with Serti and Activix software; proven experience with CRM tools and appointment scheduling processes.
• Ability to communicate and negotiate effectively with service department managers; analytical mindset and results-oriented.
• Natural leadership, autonomy, organization, and capacity to manage multiple priorities in a dynamic environment.
• Fluent in French; functional English preferred.
• Relevant education (e.g., administration, operations management, customer relations, business) or equivalent experience in the sector.

Benefits and Conditions

• Competitive salary package.
• Opportunities for advancement within a solid and reputable automotive dealership network.
• Collaborative professional environment focused on development and service standards.
• Continuing education and career growth opportunities within a multi-dealership network.

Confidentiality Notice This process is conducted confidentially. Only selected candidates will be contacted.