Retail Customer Experience Partner

Holman is a family-owned, global automotive services organization anchored by our deeply rooted core values and principles that have enabled us to continue Driving What’s Right throughout the last century. Our teams deliver the Holman Experience by treating our customers and each other as we would like to be treated, and creating positive, rewarding relationships all around.

The automotive markets Holman serves include fleet management and leasing; vehicle fabrication and upfitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States.

Retail Customer Experience Partner

Location: Raleigh, NC / Supporting Retail Locations Across North Carolina

Employment Type: Full-Time

Position Overview

The Retail Customer Experience Partner works directly with retail automotive locations to strengthen the customer experience and drive consistent execution of Customer Experience priorities.

Through a combination of customer feedback, performance data, and in-store observations, this role identifies opportunities and partners with dealership leaders and frontline teams to develop practical solutions. The Retail Customer Experience Partner provides coaching, supports improvement plans, and helps implement programs and processes that improve the customer journey across sales, service, and ownership.

What You’ll Do

• Serve as the primary Customer Experience partner for an assigned group of retail automotive locations.
• Partner with General Managers, department leaders, and frontline teams to translate Customer Experience priorities into store-level actions.
• Maintain a consistent in-store presence to observe customer interactions, assess processes, provide coaching, and follow up on improvement initiatives.
• Analyze customer feedback, OEM surveys, online reviews, escalations, and performance data to identify trends and improvement opportunities.
• Develop and monitor store-level Customer Experience action plans in partnership with dealership leadership.
• Coach leaders and teams on behaviors and practices that influence Customer Experience results.
• Conduct recurring performance reviews to evaluate progress, adjust priorities, and reinforce accountability.
• Support locations with Customer Experience improvement efforts, OEM remediation plans, and incentive requirements.
• Support the implementation and adoption of Customer Experience programs, tools, technology, and process improvements.
• Identify recurring issues, risks, and opportunities and communicate recommendations to Customer Experience leadership.
• Support customer concern resolution and root-cause analysis when additional involvement is needed.

What You Bring

• 3+ years of experience in Customer Experience, retail operations, automotive retail, hospitality, training, consulting, communications, or another service-focused environment.
• Experience analyzing performance data and customer feedback to identify trends and opportunities.
• Experience partnering with leaders and frontline teams to improve performance or execution.
• Strong organization, prioritization, time-management, and follow-through skills.
• Excellent written and verbal communication, relationship-building, and facilitation skills.
• Ability to provide constructive feedback and coach or influence others without direct authority.
• Ability to independently manage multiple locations and adjust priorities based on performance and business needs.

An equivalent combination of education and relevant professional experience may be considered.

Preferred Qualifications

• Bachelor’s degree in business, marketing, operations, hospitality, communications, or a related field.
• Retail automotive or multi-location retail experience.
• Experience coaching or influencing leaders and teams.

#LI-EB1

At Holman, we exist to provide rewarding careers and better lives for employees and their families. We hire, train, empower, and reward exceptional people. Our journey is guided by our desire to get it right every time and the acknowledgement that we have an opportunity to be better. To be better, we have to do better, and to do better we must know better. That’s why we are listening, open to learning new things – about ourselves and each other. We will never stop striving for improved diversity, equity, and inclusion because we are successful together when we feel trusted and supported. It’s The Holman Way.

At Holman, your total compensation goes beyond your paycheck. To position you for success and provide a rewarding career and better life for you and your family, Holman is proud to offer you the benefits you deserve; including protection against illness, disability, loss of work, or preparation for retirement. Below is a brief overview of the programs available to full-time employees (programs may vary by country or worker type):

• Health Insurance
• Vision Insurance
• Dental Insurance
• Life and Disability Insurance
• Flexible Spending and Health Savings Accounts
• Employee Assistance Program
• 401(k) plan with Company Match
• Paid Time Off (PTO)
• Paid Holidays, Bereavement, and Jury Duty
• Paid Pregnancy/Parental leave
• Paid Military Leave
• Tuition Reimbursement

Benefits:

Regular Full-Time

We offer excellent benefits including health, vision, dental, life and disability insurance, and 401(k) with company match. Our time off benefits include Paid Time Off (PTO), paid holidays, bereavement, and jury duty. In addition, we offer paid pregnancy and parental leave, and supplemental paid military leave to eligible employees.

Temporary or Part-Time

In geographic areas with statutory paid sick leave, part-time and temporary employees will receive a paid sick leave benefit that meets the mandated requirements.

Pay:

We offer competitive wages that are commensurate with job-related skills, experience, relevant education or training, and geographic location, starting in the range of $66,320.00 - $94,505.00 USD annually for full time employees. The annual compensation range is comprised of base pay earnings.

Artificial Intelligence Statement

We recognize that applicants for positions at any organization may view AI tools for tasks such as drafting a resume or cover letter, provided the information is accurate and truthful. However, applicants should not use AI tools to:

• Answer interview questions on their behalf, or use AI tools in any way during the interview or other qualification process(es).

• Misrepresent or embellish qualifications, skills, or experience

• Create false or misleading representations of identity (e.g., deepfakes or altered images/videos)

Your application, whether an AI tool is used or not, should reflect your authentic abilities and experiences. Any use of AI that compromises honesty or integrity may result in disqualification from the process.

Equal Opportunity Employment and Accommodations:

Holman provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

If you are a person with a disability needing assistance with the application process, please contact [email protected]

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.