Job Description
The Nissan Owner Loyalty Manager is responsible for developing and executing strategies that increase customer retention, repeat vehicle purchases, and overall owner satisfaction for the Nissan brand. This role works cross-functionally with Sales, Service, Marketing, and Customer Experience teams to strengthen long-term relationships with existing Nissan owners and maximize lifetime customer value.
Customer Retention & Engagement
Develop and implement owner loyalty programs and retention campaigns.
Proactively contact customers approaching lease maturity, finance maturity, or recommended trade cycles.
Coordinate service reminders and owner follow-up communications.
Organize customer appreciation events and owner engagement initiatives.
Sales & Revenue Growth
Identify opportunities to convert service customers into repeat vehicle buyers.
Support sales team with loyalty incentives and upgrade programs.
Track owner repurchase rates and recommend improvement strategies.
Assist in managing lease retention and renewal processes.
Customer Experience Management
Monitor Customer Satisfaction Index (CSI) and Net Promoter Score (NPS).
Resolve escalated customer concerns to ensure positive ownership experiences.
Partner with Service and Sales Managers to improve customer touchpoints.
Data Analysis & Reporting
Maintain accurate records in CRM systems.
Track and report key performance indicators (KPIs).
Analyze retention data and recommend action plans to leadership.
Present monthly performance reports to management.
Cross-Department Collaboration
Work closely with Sales Managers, Service Advisors, and BDC teams.
Support marketing campaigns targeted toward current Nissan owners.
Ensure alignment between service retention and sales retention strategies.