Executive Referrals Manager

The Executive Referrals Manager serves as the primary point of contact for customer complaints escalated directly to Stellantis senior leadership, including members of the Board of Directors, the Top Executive Team, or the Executive Leadership of a specific Stellantis brand or function. This role is responsible for managing and resolving highly complex, sensitive, and emotionally charged customer concerns, often following prior interactions with Customer Care or dealership partners. This position plays a critical role in safeguarding brand reputation, restoring customer confidence, and ensuring a seamless customer experience eliminating the need for further executive escalation.

Key responsibilities include, but are not limited to:

• Receive escalated cases received by top management.
• Route cases received for other regions/brands to the appropriate Top Care team.
• Investigate the customer’s request for support and carry out research as required using Stellantis systems and processes.
• Facilitate all necessary actions to bring the case to resolution.
• Work with the Stellantis dealer network to find a solution.
• Escalate to appropriate internal corporate teams as necessary to obtain information or resolution.
• Agree on an action plan and then follow through to conclusion using closed-loop case management.
• Provide updates upon request by the referring party.

Basic Qualifications

• Bachelor's Degree
• 5 + years professional working experience
• Positive attitude and a passion for customer care; personifies 'willingness to help'
• Ability to be patient and friendly with all types of customers
• Flexibility and adaptability to work in a fast-paced environment; prioritize and manage own workload
• Ability to prioritize conflicting workload to satisfy customers under time pressure
• Ability to troubleshoot issues and provide clear and concise directions to customers
• Excellent written and verbal communication skills, responding with appropriate feedback
• Demonstrated ability or aptitude to understand automotive/technical issues and terminology
• Ability to demonstrate empathy and understanding; diplomatic, polite and apologizes where necessary
• Competent in Microsoft Office/Google Suite, Internet Explorer, Edge and Google Chrome
• Ability to learn, use and manage internal/proprietary applications in support of customer handling
• Ability to build relationships and collaborate with dealer personnel and internal stakeholders
• Ability to work a flexible schedule

Preferred Qualifications

• 2+ years of customer service experience preferably in a contact center or dealership.
• Previous experience with other premium brands, luxury hospitality or retail.
• Experience with cloud-based CRM and telephony tools.