Executive Customer Relations Manager

About the role

The Executive Referrals Manager resolves complex and emotional customer complaints escalated directly to senior leadership (Board of Directors, Top Executive Team, or brand/function executives). The goal is to protect brand reputation and improve customer experience by ensuring these customers have no need to re-escalate.

Responsibilities

• Receive and manage escalated cases from top management.
• Route cases to the appropriate Top Care team for other regions or brands.
• Investigate customer requests and conduct research using internal systems.
• Facilitate all necessary actions to resolve cases, including collaboration with the dealer network and internal corporate organizations.
• Develop and execute action plans, ensuring closed-loop case management and follow-through to resolution.
• Provide updates to the referring party as requested.

Requirements

• Bachelor’s Degree.
• 5+ years of professional working experience.
• Positive attitude and passion for customer care; embodies a “willingness to help.”
• Ability to remain patient, friendly, and empathetic with all customers.
• Flexibility and adaptability to work in a fast-paced environment while managing and prioritizing workload under pressure.
• Strong troubleshooting skills and ability to provide clear, concise directions.
• Excellent written and verbal communication, with the ability to respond appropriately.
• Demonstrated ability or aptitude to understand automotive/technical issues and terminology.
• Diplomatic, polite, and willing to apologize when necessary.
• Proficiency in Microsoft Office/Google Suite, Internet Explorer, Edge, and Google Chrome.
• Ability to learn and manage internal/proprietary applications for customer handling.
• Strong relationship-building and collaboration skills with dealer personnel and internal stakeholders.
• Ability to work a flexible schedule.

Preferred Qualifications

• 2+ years of customer service experience, preferably in a contact center or dealership.
• Experience with premium brands, luxury hospitality, or retail.
• Experience with cloud-based CRM and telephony tools.