Summary
Overview
Work History
Education
Skills
Timeline
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Chris Johnson

Grand Rapids,MI

Summary

Proactive Customer Retention Manager with extensive experience in team leadership, training, development, and data-driven retention strategies. Developed and trained high-performing teams, improved customer loyalty, and enhanced dealership success. Skilled in automotive CRM software, phone system implementations, and creating targeted customer campaigns to improve retention and dealership profit.

Overview

16
16
years of professional experience

Work History

Customer Retention Manager

Todd Wenzel Automotive
03.2015 - Current
  • Manage a team of Customer Retention Specialists responsible for handling inbound & outbound communication, lead response, and targeted customer campaigns to grow/retain customers
  • Created detailed reports for executive management related to overall dealership success, sales/service department opportunities and employee performance
  • Trained new CRS's on call handling, lead flow, and generating traffic. Trained sales consultants on best practices for handling customer interactions via phone and email communication
  • Developed retention processes, resulting in an improved customer experience and improve customer loyalty
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers
  • Established team priorities, maintained schedules and monitored performance
  • Evaluated employee performance and conveyed constructive feedback to improve skills
  • Analyzed customer data to identify trends and develop targeted retention campaigns

National Phonathon Director

Wilson-Bennett Technology
08.2012 - 01.2015
  • Developed high-performing student teams focused on raising donations for their universities and colleges
  • Interviewed and trained large numbers of new hires over short periods of time in phone interaction with alumni and donors
  • Cultivated a positive work environment that fostered employee engagement, increased donation rates, and boosted overall team morale.
  • Developed relationships with department staff to improve overall student interaction & experience, increase capital contributions, and continued business

Sales Consultant/Internet Sales Manager

Fox Nissan
08.2008 - 05.2010
  • Advised customers on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase
  • Used consultative sales techniques to understand customer needs and recommend relevant vehicles and purchase options
  • Provided sales and customer service assistance to walk-in traffic, inbound phone ups, and new internet leads
  • Implemented new templates, processes, and tactics that were able to be utilized by other dealerships & employees in the Fox Family

Education

Bachelor of Arts - Marketing Management

Hillsdale College
Hillsdale, MI

Skills

  • Team Leadership & development
  • Business development and retention strategies
  • Customer Service
  • Automotive CRM software
  • Phone system implementations & capabilities
  • Phone & lead response training
  • Data driven analysis & decision-making
  • Template design and lead process management

Timeline

Customer Retention Manager

Todd Wenzel Automotive
03.2015 - Current

National Phonathon Director

Wilson-Bennett Technology
08.2012 - 01.2015

Sales Consultant/Internet Sales Manager

Fox Nissan
08.2008 - 05.2010

Bachelor of Arts - Marketing Management

Hillsdale College

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Chris Johnson