About the job
The Loyalty Retention Specialist plays a pivotal role in fostering loyalty to our dealership and brand, ensuring that our valued customers return to lease or purchase new vehicles. This position demands proactive engagement with previous customers through various communication channels on a consistent schedule. The visibility of this role is essential to the dealership's success and offers significant career advancement opportunities within Sonic Automotive.
The Loyalty Retention Specialist will report directly to the Loyalty Manager or Sales Manager, as applicable.
Key Responsibilities:
- Engage directly with previous lease and loan customers to nurture loyalty.
- Follow the dealership's loyalty process to enhance customer retention.
- Deliver a VIP experience to loyalty customers to drive repeat business.
- Assist the dealership in achieving and exceeding Financial Services and OEM retention goals.
- Manage multiple systems (CRM, OEM Financial platforms, retention sites) while effectively multitasking.
- Communicate lease/loan end information to customers via phone, email, and text.
- Maintain continuous follow-up with retention customers at designated intervals before contract maturity.
- Document all customer interactions and communicate results to the management team.
- Utilize knowledge of customers’ current vehicle ownership to propose suitable end-of-term solutions.
- Discuss replacement payment options (lease, loan, cash) with customers.
- Schedule appointments for vehicle pre-inspections and test drives as necessary.

