Manager Customer Engagement & Experience

Location: 6000 Monroe Rd, Charlotte, North Carolina 28212

Summary: The Manager of Customer Strategy & Experience is the senior strategic leader responsible for designing, owning, and continuously improving the post-sale commercial fleet customer lifecycle across all channels and touchpoints.

This role begins once a commercial customer becomes an active client and focuses on ensuring long-term success through onboarding, relationship management, fleet lifecycle optimization, operational advisory, and customer retention.

The Manager serves as the organization’s enterprise authority on commercial customer strategy, ensuring consistent, differentiated, and measurable experiences that drive loyalty, retention, and long-term fleet growth.

This leader aligns people, processes, data, and technology to deliver seamless customer journeys while translating fleet insights and customer feedback into actionable business outcomes.

This role partners closely with the Commercial Sales leadership responsible for new client acquisition, ensuring a seamless transition from sale to lifecycle management and long-term customer success.

The Manager will build and lead the organization’s customer management team, ensuring consistent lifecycle management, proactive advisory, and long-term customer value for commercial fleet clients.

Supervisory Responsibilities:  This role has supervisory responsibilities of a team.

Essential Duties and Responsibilitiesinclude the following, and other duties may be assigned:

Enterprise Customer Strategy & Voice of the Customer

• Define and own the organization’s commercial customer management and experience strategy.
• Establish the framework that governs how commercial & fleet customers are supported throughout their relationship with the organization.
• Serve as the executive voice of the customer, ensuring that customer insights, needs, and feedback inform strategic decisions across leadership teams.
• Drive alignment across departments to ensure a consistent and differentiated customer experience that strengthens long-term client partnerships.
• Champion a culture where delivering measurable value to commercial $ fleet customers is a shared organizational priority.

Customer Lifecycle Ownership

• Own the strategy and operating model for the entire post-sale commercial customer lifecycle, ensuring customers receive consistent and proactive engagement from onboarding through long-term partnership.
• Responsibilities include customer onboarding and implementation, relationship management and engagement strategy, fleet lifecycle planning and optimization, operational support and service coordination, and retention and expansion initiatives.
• Design structured onboarding programs that ensure customers successfully launch and manage their fleet operations.
• Develop consultative fleet advisory capabilities that help customers optimize vehicle lifecycle management, utilization, maintenance strategies, and replacement planning.
• Ensure the customer management team delivers ongoing strategic insights that help clients operate their fleets more efficiently and cost-effectively.

Experience Design & Execution

• Design a commercial customer segmentation framework based on fleet size, strategic value, operational complexity, and growth potential.
• Define engagement strategies by customer tier that guide relationship management cadence, advisory services, and strategic business reviews.
• Ensure the organization focuses its customer management resources where they deliver the greatest strategic impact.
• Implement structured engagement programs such as strategic business reviews, operational advisory sessions, and proactive relationship outreach.

Performance, Insights & Measurement

• Map and optimize the end-to-end commercial customer journey across post-sale engagement.
• Establish clear experience standards for how commercial clients interact with dealership operations, service departments, and customer management teams.
• Ensure frontline teams are equipped to deliver consistent and reliable customer experiences.
• Champion convenience, responsiveness, and personalization across all commercial customer interactions.

Organizational Leadership & Enablement

• Lead and develop customer management, experience, and support teams.
• Establish role clarity, performance expectations, and career paths.
• Drive training and coaching centered on customer excellence.
• Build a culture where customer experience is a shared accountability.

Cross-Functional Alignment & Influence

• Partner with Sales, Marketing, Operations, Service, Digital, and IT teams.
• Influence product, process, and policy decisions through customer insights.
• Ensure customer experience considerations are embedded in all major initiatives.
• Act as the connective tissue between customer-facing teams and leadership.

Innovation & Experience Evolution

• Identify emerging CX trends, tools, and best practices.
• Lead adoption of new platforms (CRM, customer engagement tools, AI insights).
• Pilot and scale programs that enhance personalization and efficiency.
• Ensure the organization remains competitive and customer-relevant.

Key Decision Authority

• Customer experience strategy and standards
• Lifecycle management programs and prioritization
• KPI frameworks and reporting models
• Technology and platform recommendations
• Customer engagement and retention initiatives

Success Metrics

• Customer retention and loyalty rates
• Net Promoter Score (NPS) / CSAT / CES
• Customer lifetime value growth
• Reduction in customer churn and complaints
• Consistency of experience across channels
• Team engagement and capability development

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with medical conditions to perform the essential functions.

Desired Education: 

Associate or Bachelor's degree preferred.

Desired Work Experience:

10+ years of progressive and applicable work experience

Certificates and Licenses:

Valid Driver’s License

Technical Expertise:

Enterprise-level customer strategist. Deep understanding of customer lifecycle management. Strong data literacy and insight-driven mindset. Influential cross-functional leader. Passionate advocate for customer-centric culture.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions. Ability to deal with complex situations and analysis. Ability to work in fast-paced environment with shifting priorities.

Computer Skills:

High level of proficiency with Microsoft products. Ability to learn and master use of dealership management software programs as needed.

Math Ability:

Ability to add, subtract, multiply and divide. Strong financial acumen with ability to apply complex thinking resulting in excellent financial decision making.

Communication Skills:

Ability to understand and follow instructions. Ability to communicate effectively with customers and company personnel in person and over the phone. Strong interpersonal and skills.

Attendance Expectations:

The position requires regular and predictable attendance at the Management Office. Scheduled shifts may include evening hours, weekends, and holidays. Position is not remote due to essential functions of the role.

Physical Demands:

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit; type on the computer and speak over the phone. Ability to lift 25 pounds. Movements required with high frequency: push, pull, sit, stand, twist, turn, squat, and reach.

Environment Demands:

Duties are primarily performed at a desk in the office environment. Work involves continuous contact and interaction with management office personnel. Work includes movement around facilities. Work will require travel by car or air, more than 25% of the time.

Verbal and Writing Ability:

Ability to read and comprehend complex instructions, correspondence, and memos. Ability to receive and communicate with management office personnel/vendors/teammates courteously, efficiently, and professionally. Employee must be able to display professional phone and email etiquette. Ability to present data and metrics to senior leadership.

This job description in no way states or implies that these are the only duties and responsibilities to be performed by this employee. The employee will be required to follow any other instructions and to perform any other duties and responsibilities upon the request of a supervisor. This job description is subject to revision at the discretion of the company.

Hendrick is an Equal Opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. For more information regarding the EEOC, please visit https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf.