Customer Relations Manager

Client Relations Manager – Appointment Scheduling (Multi-Dealer Network) — Quebec

Context and Objective We are looking for a Quebec-based Client Relations Manager to oversee the appointment scheduling service managing several automotive dealerships. The ideal candidate is proficient with Serti, exhibits exceptional telephone skills, and can give clear directives. You will ensure effective coordination with service department directors and adopt a results-oriented approach, demonstrating autonomy and proven experience.

Key Responsibilities

• Lead and optimize the daily activities of the appointment scheduling service for multiple dealerships, aiming for operational efficiency and performance goals.
• Set priorities, delegate tasks, and supervise processes to achieve key indicators (appointment volume, conversion rates, customer satisfaction, appointment processing times).
• Serve as the primary point of contact with the service department managers of partner dealerships to align priorities and resolve operational issues.
• Develop, document, and improve operational procedures and best practices for the Department.
• Train, coach, and motivate the team; participate in recruiting and talent development.
• Analyze data, produce reports, and propose corrective actions to optimize workflows and results; master CRM tools, Serti, and Activix.
• Manage escalations and sensitive customer situations, ensuring a high-quality customer experience.
• Collaborate with marketing and sales teams to optimize campaigns, leads, and conversion rates.
• Ensure compliance of practices with personal data protection laws and confidentiality standards.

Profile

• At least 1 year of experience in a similar role or team management focused on client relations/appointment scheduling; automotive experience is an asset.
• Excellent telephone skills, strong communication abilities, and the capacity to give clear directives.
• Proficiency in Serti and Activix; proven experience with CRM tools and appointment scheduling processes.
• Ability to communicate and negotiate with department heads; analytical mindset and results orientation.
• Natural leadership, autonomy, organization, and ability to manage multiple priorities in a dynamic environment.
• Fluent in French; working knowledge of English preferred.
• Relevant education (administration, operations management, customer relations, sales) or equivalent experience in the sector.

Skills and Tools

• Serti, Activix; CRM and appointment management tools
• Microsoft Office Suite (Excel, Word, Outlook)
• Data analysis and reporting

Benefits and Conditions

• Competitive salary package
• Continuous training provided by the employer
• Opportunities for advancement within a solid and reputable automotive dealership network
• Collaborative professional environment focused on development and service standards
• Hybrid work option (partial remote work)
• Provision of a laptop; maintenance and tools covered by the employer
• Job stability even during slow periods
• Bonus linked to the first employment anniversary

Confidentiality Note This process is conducted confidentially. Only selected candidates will be contacted.