Crm & User Experience Leader - Bmw Group (Mini)
Current• A FORTUNE 500 company, Sonic Automotive is the third largest automotive retailer in the U.S. with 110 dealers representing almost every brand.• Oversee CRM & user experience at the world's largest MINI dealer (per MINI USA).• Ranked #1 in the U.S. in CPO sales of 123 dealers. • Developed product marketing strategies to align product benefits with customer needs improving closure rates from 19% to 43%.• Responsible for the development, implementation and management of the “Product Genius” program to improve overall CRM from a ranking of #123 (of 123 MINI dealers) to #4 in the U.S.• Collaborated with Sales, Service, Parts & Finance to deliver a unique and exceptional customer experience.• Delivered the highest average Customer Satisfaction Index rating of 99.3%.• Expert in the most innovative CRM approach in the industry, the new One-Sonic One-Experience customer experience.• Work with MINI clubs including B2B clients and their employees on green & sustainability programs.