Automotive Guest Experience Manager

Job Description

Job Description

Guest Experience Manager

Customer Experience Leadership | Service Department Support | Relationship-Focused Role

Create Exceptional Customer Experiences. Build Relationships. Make an Impact.

Krause Auto Group is seeking a professional, customer-focused, and motivated Guest Experience Manager to join our growing team. This role is ideal for someone passionate about customer service, relationship-building, and creating an outstanding dealership experience from start to finish.

As a Guest Experience Manager, you’ll play a key role in supporting our service operations, assisting customers throughout their visit, and ensuring every guest receives prompt, professional, and personalized care.

For over 30 years, Krause Auto Group has built its reputation on customer satisfaction, employee growth, and long-term stability. We believe our employees are more than just a number—we support individual development, promote from within, and celebrate success across every department.

With a portfolio of world-class automotive brands including BMW, Mercedes-Benz, Ford, Lincoln, Hyundai, Genesis, Lamborghini, Aston Martin, Rolls-Royce, Koenigsegg, McLaren, and Lotus across multiple states, you’ll be joining a fast-paced organization with long-term career growth opportunities.

Why You’ll Love It Here

• FREE health insurance option available
• Dental, vision, and HSA account options
• Short-term and long-term disability insurance
• 401(k) plans available
• PTO, paid vacation, and holiday pay
• Employee appreciation celebrations
• Career advancement opportunities—we promote from within
• Employee discounts on vehicles, parts, and services
• Family-owned and operated culture
• Long-term career stability
• Supportive and team-oriented environment

What You’ll Do

As a Guest Experience Manager, you’ll help ensure every customer interaction reflects the high standards and reputation of Krause Auto Group.

Customer Experience Responsibilities

• Ensure customers receive prompt, courteous, and professional service throughout their dealership experience
• Serve as a liaison between customers, technicians, and service advisors
• Take ownership of customer concerns and follow through to resolution
• Provide concierge-level support for customer inquiries both in person and over the phone
• Build strong relationships with customers to improve retention and overall satisfaction
• Create a welcoming, positive, and professional dealership atmosphere
• Help ensure customers leave with a positive impression of the dealership and service department

Service & Team Support

• Assist with communication between departments to improve customer experience and operational flow
• Support service department processes and customer follow-up efforts
• Help monitor and maintain high levels of customer satisfaction and service excellence
• Assist the General Manager with additional operational and customer service responsibilities as needed
• Work collaboratively with service advisors, technicians, management, and support staff

What You Bring

• Strong communication and interpersonal skills
• Positive, customer-first attitude with a professional demeanor
• Ability to build relationships and handle customer concerns effectively
• Strong organizational and multitasking abilities
• Leadership mindset with the ability to support and motivate others
• Dependable work ethic and team-oriented mentality
• Passion for delivering exceptional customer experiences

Requirements:

• Minimum 2 years of automotive service advisor and/or automotive customer service experience required
• Technical automotive knowledge preferred
• Ford experience is a plus
• Demonstrated ability to manage others and lead by example
• Valid driver’s license with a clean driving record required

Why Krause Auto Group?

• Large, high-volume facility including Quick Lane and Body Shop
• Family-owned dealership backed by the stability of Krause Auto Group
• Strong reputation within the community
• Promote-from-within culture with real career advancement opportunities
• Opportunity to grow with one of the Southeast’s leading automotive groups

Perfect For Candidates With Backgrounds In:

• Automotive customer service
• Service advising
• Guest relations or hospitality
• Automotive concierge roles
• Service lane management
• Customer experience leadership

Join the Krause Auto Group Team

This is more than just a customer service role—it’s an opportunity to build a long-term career with a company that values people, teamwork, and employee growth.

Apply today and help create exceptional experiences for every customer who walks through our doors.

Our Commitment to You

Krause Auto Group is proud to be an equal opportunity employer. We are committed to creating a workplace where every employee feels respected, supported, and empowered to succeed.