The Hertz Corporation Manager Customer Success - Dollar Thrifty in Estero, Florida

General Responsibilities:

Manager Customer Success – Dollar & Thrifty

The primary mission of this Program Owner – Dollar and Thrifty will be to lead success of the programs and delivery of overall member experience connecting with Dollar Express and Thrifty Blue Chip customers worldwide.

This role will be primary point person liaising between our Brand and Loyalty teams, Inbound Tour & our North American RAC Operations teams. Responsible for operational aspect of these programs, ensuring the translation of all new brand strategy & messaging for the both programs into actionable and workable processes for our field leaders & front line employees. This role will work closely with Training to ensure our Loyalty & Marketing efforts and initiatives carry through all training rollouts for all roles within our North American RAC Operation. Additionally this position will work with our Customer Care and analysis team to understand impact on satisfaction and customer contacts and feedback in line with our customer journey for our DTG members.This is a high visibility opportunity that requires effective collaboration across all key functions within the organization.

  • Drive the rollout of actions & initiatives to support our service standards for our member tiers to the North American RAC & HLE locations.

  • Deliver increased member satifaction by ensuring consistent and timely delivery of available program benefits across a variety of locations with unique attributes.

  • Formulate insight from NPS performance trends, and customer feedback to develop recommendations for on-going improvement in the delivery of targeted and differentiated customer experiences for our Dollar Express & BlueChip members.

  • Work with locations and audit to ensure effective adoption & adherence to the agreed standards for service in our field operations.

  • Formulate insight from NPS performance trends, and customer feedback to identify and develop potential process improvements that can contribute to enhancing the loyalty/customer experience.

  • Deliver weekly and monthly reporting of accomplishments, results and challenges to ensure constant, consistent delivery of brand identify across all customer touch points.

Mandatory Requirements:

Essential Requirements

  • Bachelor’s degree required

  • Minimum 5+ years of experience in leadership/management role.

  • Operations experience preferred.

  • Experience Sales/Inbound a plus

  • Experience working across and influencing corporate & field functions.

  • Proven ability to derive, manipulate, synthesize, and apply findings to business problems to lift customer satisfaction, revenue, and profits.

Preferred Requirements :

EEO/AA: Females/Minorities/Disabled/Vets

Job ID 137941

# Positions 1

Location US-FL-Estero

Category RAC Operations

Division WHQ - Estero - Only