Executive Referral Manager

Executive Referral Manager

Sandy Springs, GA - Hybrid

12+ Months

Responsible for ALL customer communication on behalf of the BOM, Executive Management, Legal, Engineering Services, Dealer, Field, PR and/or internal departments. Responsible for management and appropriate distribution of
*** mio+ budget for complex case resolution. Ability to negotiate, distribute and manage a post warranty budget. Deep knowledge of legal implications and financial penalty for Client. Creative problem solving and thorough research to develop individualized and appropriate financial and creative personal experiences. Aptitude to deliver a difficult final resolution message. Promote customer loyalty, make the dealer the hero and leverage relationships for financially responsible outcomes that protect both dealer and company interests.

This content should not be construed as an exhaustive statement of responsibilities or requirements. Employees may be required to perform other job related responsibilities in order for the department to achieve its’ goals.

• Ability to negotiate post warranty settlements and sales incentives for customers, depending on criteria, in amounts of up to
  *** per case and 821+ or - cases annually. Knowledge of all aspects of post warranty assistance and goodwill including, but not limited to: the ability to negotiate a successful financial resolution with dealer personnel, MBUSA internal departments, Field personnel, and customers. Ability to communicate the value of customer retention to all internal/external groups by winning customer trust and loyalty, driving business to dealerships, and making the dealer the hero.
• Empowered to resolve escalated issues on behalf of all of the above entities. Apply sound and timely financial management to all escalated customer concerns. Escalations come from every area of the company and every communication channel. Mastery of the following categories: financial negotiation, product, service, recalls, sales, warranty, legal issues, public relations, various media, technical and engineering issues, warranty, marketing and special projects.
  
  Additional categories added as technology and communication methods change.
• Support Emission Modification Campaign (PG85) with the goal of an 85% completion rate
  *** Facilitation of project at authorized dealers. Includes but not limited to understanding: updates for all vehicles, extended warranties, parts, repair ETA’s, Class Action ramifications, etc. Act as liaison for the CAC, Dealerships, Warranty Services Group, Sales, Aftersales, Engineering, and Legal.
• Directly involved in the initial review of Lemon Law Buyback cases with dealer/field. Utilization of AOM goodwill toolkit in order to mitigate cases from further escalation. Research all aspects of escalated cases while determining the need to involve dealerships and/or the Field. Includes, but is not limited to: investigation of customer and vehicle details, outreach to necessary departments, dealerships and Field personnel.
• Partner with Legal and Engineering Services to conduct in-depth research on customer Product Liability claims (bodily/ personal/ property damage). Provide the final determination on behalf of MBUSA to mitigate litigation and protect company interests.
• Proactively submit launch model vehicle information templates containing trending technical topics to alert different areas of possible pending issues.
• Collaborate with individual areas of the company to become the SME in that category. Educate team and stakeholders on trending topics for products and services.
• SME required to deliver updates through formal and informal communication channels.
• Accurately document and update customer/vehicle information in MBUSA internal customer data systems. Ensure complete documentation of customer contact with corrections and updates, as required.
• Knowledgeable on all aspects of the Closed Loop Process including, but not limited to: timely follow-up of all cases in order to bring them to a successful resolution, ability to communicate and negotiate with internal and external groups and customers. Provide…