Job Description

Customer Experience & Retention Lead

John Bear, New Hamburg ON| Full-Time | Sales

About Us:

Here at John Bear, we're redefining how customers connect with our brand. We believe every interaction is an opportunity to build loyalty, deliver value, and create memorable experiences. We're growing fast -- and we're looking for a passionate

Customer Experience & Retention Lead

to champion our customers, optimize engagement, and drive long-term satisfaction.

The Role:

As our Customer Experience & Retention Lead, you'll design and execute strategies that keep customers engaged, happy, and coming back. You'll analyze data, shape customer journeys, and collaborate across teams to turn feedback into action. This role blends strategy, empathy, and analytics -- perfect for someone who loves both people and process.

What You'll Do:

Develop and implement customer retention and loyalty strategies. Map and optimize customer journeys across touchpoints. Partner with Management along with Sales Staff to ensure a seamless customer experience. Analyze churn trends and develop proactive engagement campaigns. Mine our internal database for potential retention opportunities. Engage with customers post sale to ensure satisfaction and increase CSI scores within the dealership. Work with Service customers to identify new sale opportunities. Schedule and perform new vehicle deliveries, ensuring customer is well informed of their new vehicle features along with the dealership post post-sale process. Working with Management to perform other duties as assigned.

What We're Looking For:

2+ years in customer service High School Diploma or equivalent Strong analytical skills -- you know your way around data and can tell a story with it. Experience with CRM and engagement tools is an asset. Excellent communication skills. A customer-first mindset with a knack for continuous improvement. Strong proficiency in the Microsoft Office Suite. Excellent time management skills.

Why You'll Love It Here:

Competitive salary + performance bonus

Flexible work environment

Growth opportunities

The chance to shape the customer journey at a pivotal stage of growth

Employment Benefits (Health, Dental and Vision)

Employee Assistance Program

Employee Vehicle Purchase Program

Job Type: Full-time

Pay: $40,000.00-$70,000.00 per year

Benefits:

Dental care Extended health care
Work Location: In person