Director of Customer Engagement

Director of Customer Engagement

Reports To:

Executive Manager | Department:
Sales & Service Operations

Including Toyota Saginaw, Chevrolet Saginaw, Serra Pre-Owned Center, Serra Collision Center, Quick Lube, and Full-Service Service Drives for both Toyota and Chevrolet

Serra Saginaw Automotive is seeking a proven, high-impact leader to own the strategy, execution, and performance of our centralized customer engagement and communications operations. This role supports multiple rooftops and departments, including new vehicle sales, pre‑owned sales, service, quick lube, and collision, ensuring every inbound and outbound opportunity is maximized.

The Director of Customer Engagement is responsible for leading a centralized team that manages lead response, appointment setting, follow‑up, retention, and reactivation across Toyota Saginaw, Chevrolet Saginaw, our Pre‑Owned Center, Collision Center, and Service Drives.

This is a hands‑on leadership role for someone who thrives in fast‑paced, high‑volume environments and understands how to align people, process, and performance. You will be expected to coach in real time, analyze data daily, and actively participate in driving results. Automotive experience is highly preferred, but above all, we are seeking a leader with a demonstrated ability to improve conversion, accountability, and customer experience at scale.

• Design, implement, and continuously refine workflows that drive speed, consistency, and conversion across Sales and Service
• Build and maintain call scripts, email templates, SMS messaging, and follow‑up cadences for inbound leads, unsold opportunities, lease renewals, service reminders, equity opportunities, and retention efforts
• Establish clear standards for response time, tone, professionalism, and customer experience across all Serra Saginaw Automotive operations

• Recruit, hire, train, and retain a high‑performing customer engagement team
• Lead daily performance huddles focused on activity, priorities, wins, and challenges
• Conduct weekly one‑on‑one coaching sessions using live call reviews and performance metrics
• Actively step in to model best practices and assist with high‑impact conversations when needed

• Serve as the internal subject matter expert and power user for all CRM and communication platforms
• Ensure accurate lead routing, consistent documentation, and absolute data integrity
• Hold team members accountable for timely responses, activity standards, and follow‑up compliance

• Act as the operational bridge between centralized engagement and Sales, Service, Quick Lube, and Collision leadership
• Ensure seamless handoffs and shared accountability between engagement teams and floor teams
• Align processes and messaging with inventory levels, service capacity, campaigns, and departmental goals

• Own, track, and report on key performance indicators, including:
  • Lead‑to‑Appointment Conversion
  • Appointment Show Rates
  • Call Volume and Contact Success Rates
  • Activity Volume and Follow‑Up Compliance
• Translate performance data into actionable coaching, staffing decisions, and process improvements

• Plan and execute outbound campaigns supporting sales events, service recalls, equity mining, lease maturities, and retention initiatives
• Monitor campaign effectiveness and adjust strategy, messaging, and cadence in real time

• 3 or more years of call center, centralized sales, or customer engagement leadership experience
• Automotive dealership experience is highly preferred, particularly in Sales, Service, or BDC‑style operations
• Demonstrated success improving conversion rates, appointment volume, and customer retention
• Advanced experience with CRM platforms and lead management systems
• Strong proficiency with Microsoft Office and Google Workspace, including reporting and data analysis
• Exceptional verbal and written communication skills with the ability to coach diverse personalities and engage high‑value customers
• Proven ability to translate raw data into actionable coaching moments and measurable performance gains

• Integrity, trust, and professionalism
• Strong work ethic with a results‑driven mindset
• Competitive, optimistic, and solutions‑oriented
• Comfortable leading from the front and holding teams accountable
• Able to balance structure, urgency, and customer experience in a multi‑rooftop environment