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Client Experience Manager

3 months ago

Hooksett, New Hampshire, United States Merchants Fleet Full time

Join our dynamic team at Merchants Fleet Headquarters in Hooksett, NH as we seek a passionate and results-driven Client Experience Manager for our Fleet Assist area.

If you're ready to lead a team to deliver top-notch fleet management and customer service, this is the role for you

Location:
Merchants Fleet Headquarters in Hooksett, NH

What Your Day Looks Like:

  • Lead, develop, and manage our Fleet Assist Client Experience team to achieve service excellence.
  • Provide fleet management services for strategic customers, collaborating with Sales to optimize efficiency and savings.
  • Ensure timely insurance mailings, program reminders, and material fulfillment.
  • Manage vehicle orders and maintenance decisions based on client needs.
  • Enforce client policies and ensure compliance through effective communication.
  • Monitor team metrics to meet service level agreements.
  • Provide ongoing training to uphold our company philosophy and processes.
  • Coordinate responses from various departments to address customer inquiries.
  • Collaborate with Fleet Consulting and Sales to enhance efficiency and value proposition.
  • Implement metrics to track team performance and identify areas for improvement.
  • Identify opportunities to expand our services and business.
  • Assist Sales in managing client meetings and special projects.
  • Maintain expertise in customerfacing technology and contribute to its improvement.
  • Lead clientspecific special projects as needed.
  • Provide consultative services in partnership with Fleet Consulting and Sales.
  • Occasional offhours, weekend, and holiday work may be required.

The Skills You Bring:

  • Exceptional organizational skills with strong attention to detail.
  • Outstanding verbal, written, and presentation skills.
  • Ability to drive organizational change and problemsolving skills.
  • Advocate for clients and represent their interests effectively.
  • Team player with the ability to work independently.
  • Proficiency in CRM, Microsoft Windows, Excel, PowerPoint, and Word.
  • High energy with a professional demeanor.
  • Willingness to travel to client locations and industry trade shows.

Your Education and Experience:

  • 5+ years of Fleet Management/Leasing experience.
  • 5+ years in a role requiring strong communication, sales, and client service skills.
  • Bachelor's degree or equivalent work experience.

The Company
You're invigorated by team collaboration and a fast-paced work environment. Opportunities for growth motivate you to always bring your A-game. You're tired of being told "no" when you think of ways to improve, innovate, and do things better.

There's a place for people like you. Welcome to Merchants Fleet.

We've been around for more than 60 years, but we're the fastest growing fleet management company in North America.

The fleet industry is behind every delivered package, the summertime memories kids make on their way to camp, and the heavy-duty trucks and vans that keep the lights on.

That's a lot of responsibility, and why we want our employees to always be at their best.

Everything at Merchants Fleet is fueled by our entrepreneurial spirit, including:

  • Leadership who truly lead and engage with employees
  • Real career paths and the tools you need to grow and develop
  • A work environment that's encouraging and collaborative


We know employees won't stay if they're not happy, which is why we provide a great benefits package on top of our award-winning work environment.

In fact, we've just made the "Great Companies to Work For in NH" list for the eighth year in a row and have a 88% employee satisfaction score (higher than the national average of 57%).


So, what are you waiting for? See why a career with Merchants Fleet is the best decision your future self has ever made.


_ We are so fortunate to have an in-house team of Talent Acquisition Specialists who do an exceptional job meeting all of the needs of our business. For this reason, we do not have a need for external recruiting support._
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