Digital Retailing Consultant

3 weeks ago

Fairborn, Ohio, United States Wagner Subaru Full time
Job Overview
Wagner Subaru is seeking a skilled Digital Retailing Consultant to join our team. As a Digital Retailing Consultant, you will be responsible for responding to digital retail leads and converting them into appointments and ultimately car sales. You will implement a custom lead-response strategy with a focus on acknowledging the digital customer journey and specifically where the customer is in their shopping process. Your primary goal will be to provide an exceptional customer experience.

**Key Responsibilities:**
  • Become expert in all aspects of digital retailing process and tools.
  • Cultivate, execute, and oversee custom lead response process.
  • Develop and maintain lead response templates.
  • Develop and maintain digital lead to showroom transition process.
  • Uphold uniform pricing strategy.
  • Assist in retailer branding efforts promoting digital retailing.
  • Act as single point of contact for digital retail customers until transitioning to product specialist.
  • Respond to incoming calls and digital retailing leads by phone, text, chat, and email in hour or less.
  • Adhere to all Subaru of America digital lead process requirements as measured by SOA mystery shops, including 90-day close rate, average lead response time, and average contacts per lead.
  • Become expert-level user of CRM and all other digital retailing tools.
  • Work with Product Specialist team to increase sales and enhance customer purchase experience.
  • Perform at, or above industry benchmarks for customer connection, appointment show, and close rates.
  • Log all customer interactions in CRM.
  • Schedule follow-up with sales department confirming appointments show and results of visit.
  • Re-schedule no-show customer appointments.
  • Contact current customer base with updated incentives.
  • Create and distribute digital retailing marketing materials in-store.
  • Meet with Subaru Digital Retailing team and attend periodic training opportunities.

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