Customer Experience Retention Specialist

Customer experience expertise and retention strategy define this hybrid position with Toyota Canada Inc. in Brossard, Quebec, supporting Toyota and Lexus dealerships.As a Customer Retention Specialist for the Quebec Zone, you will analyze customer feedback, performance data, and the vehicle ownership journey. You will collaborate with dealer partners to identify improvement opportunities and promote an ever-better customer experience. The position includes regular travel to dealerships and reports to the Manager of Retail Experience & Advocacy.Key Responsibilities:
Provide customer experience expertise using performance and customer dataConduct dealership assessments, observations, consultations, and trainingEstablish action plans with measurable key performance indicatorsMonitor owner retention and countermeasure performancePrepare contact reports using Toyota Business PracticesRequirements:
University or college degree in business, automotive, or relevant disciplineMore than three years’ automotive retail customer experienceAdvanced Microsoft Office Suite knowledge, including Excel and PowerPointStrong communication, planning, decision-making, and problem-solving skillsMandatory French and English bilingualismSupport Toyota and Lexus dealers through customer journey analysis, measurable action plans, training, and retention improvement across Quebec.
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