Wise Auto Group

Owner Loyalty Manager

Posted 2 Days Ago

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Vacaville, CA, USA

In-Office

Mid level

Automotive • Retail

The Role

Develop and run owner loyalty and retention programs to increase repeat vehicle purchases and satisfaction. Coordinate outreach around lease/finance maturity, service reminders, and appreciation events. Track CSI, NPS, repurchase rates and KPIs in CRM, analyze retention data, resolve escalations, and present monthly reports. Collaborate with Sales, Service, BDC, and Marketing to align retention and sales strategies.

Summary Generated by Built In

The Nissan Owner Loyalty Manager is responsible for developing and executing strategies that increase customer retention, repeat vehicle purchases, and overall owner satisfaction for the Nissan brand. This role works cross-functionally with Sales, Service, Marketing, and Customer Experience teams to strengthen long-term relationships with existing Nissan owners and maximize lifetime customer value.
Customer Retention & Engagement

Develop and implement owner loyalty programs and retention campaigns.
Proactively contact customers approaching lease maturity, finance maturity, or recommended trade cycles.
Coordinate service reminders and owner follow-up communications.
Organize customer appreciation events and owner engagement initiatives.

Sales & Revenue Growth

Identify opportunities to convert service customers into repeat vehicle buyers.
Support sales team with loyalty incentives and upgrade programs.
Track owner repurchase rates and recommend improvement strategies.
Assist in managing lease retention and renewal processes.

Customer Experience Management

Monitor Customer Satisfaction Index (CSI) and Net Promoter Score (NPS).
Resolve escalated customer concerns to ensure positive ownership experiences.
Partner with Service and Sales Managers to improve customer touchpoints.

Data Analysis & Reporting

Maintain accurate records in CRM systems.
Track and report key performance indicators (KPIs).
Analyze retention data and recommend action plans to leadership.
Present monthly performance reports to management.

Cross-Department Collaboration

Work closely with Sales Managers, Service Advisors, and BDC teams.
Support marketing campaigns targeted toward current Nissan owners.
Ensure alignment between service retention and sales retention strategies.

Skills Required

Experience developing and implementing owner loyalty or retention programs
Experience using CRM systems and maintaining accurate customer records
Ability to analyze retention data and track KPIs (repurchase rates, CSI, NPS)
Experience coordinating customer outreach around lease/finance maturity and service reminders
Experience resolving escalated customer concerns to improve ownership experience
Experience collaborating cross-functionally with Sales, Service, BDC, and Marketing teams
Experience supporting sales initiatives to convert service customers into repeat vehicle buyers
Ability to prepare and present monthly performance reports to leadership

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The Company

750 Employees

Year Founded: 1918

What We Do

Wise Auto Group is a leading automotive dealership specializing in the sale of new and pre-owned vehicles across the greater Sacramento and San Francisco Bay areas. They offer a diverse inventory of brands, including Nissan, Hyundai, and Harley-Davidson, and provide comprehensive services such as vehicle financing and maintenance. Their goal is to provide customers with an interactive and convenient vehicle purchasing and service experience.