Customer Retention Consultant Jobs (NOW HIRING)

Drive Dealer Performance. Strengthen Loyalty. Deliver After Sales Excellence.

The After Sales Performance Consultant - Audi delivers hands-on consulting support to Audi dealerships, primarily focused on Service operations, with secondary responsibility for Parts performance. This role acts as a trusted advisor to dealer leadership, identifying operational gaps, implementing measurable improvement plans, and sustaining results across customer satisfaction, capacity utilization, and profitability.

This is a highly field-based role, with the majority of time spent on-site within dealerships, translating strategy into execution.

Location & Territory

• Territory Coverage: New York, New Jersey, Connecticut, Maine, Pennsylvania, Massachusetts, Vermont, and New Hampshire
• This role requires extensive regional travel throughout the assigned Northeast territory.

Compensation

• Salary Range: $110,000 - $120,000 annually
  (Actual compensation may vary based on experience, qualifications, and internal equity.)

Primary Focus Areas

• Service Effectiveness & Customer Loyalty
• Customer Satisfaction across the After Sales journey
• Workshop Capacity and Efficiency
• Dealer Profitability through non-warranty Service & Parts channels
• Data-driven reporting, performance tracking, and accountability

Key Responsibilities

In-Dealer Consulting & Execution (80%)

• Deliver hands-on After Sales consulting in dealerships, aligned with HQ and Regional priorities
• Analyze operations to identify root causes impacting performance, customer satisfaction, retention, and profitability
• Develop and implement clear, measurable action plans and ensure sustained execution
• Secure alignment and commitment from Dealer Principals and General Managers on priorities and outcomes

Service & Parts Performance Improvement

• Implement service processes to improve: 
  • Customer retention and loyalty
  • Workshop utilization and capacity
  • Fix right first performance
  • After Sales profitability
• Support Audi Genuine Parts (AGP) performance across all sales channels
• Strengthen collaboration between Service and Parts for improved operational alignment and marketing effectiveness

Training, Programs & Capability Development

• Support Academy initiatives including: 
  • Service and Parts Performance Groups
  • Certification and training programs
• Partner with In-Dealer Trainers and regional teams to reinforce best practices

Data, Reporting & Analysis

• Track and report dealership performance and action plan progress
• Leverage data to identify trends, risks, and opportunities
• Conduct root cause and gap analysis, and benchmark best practices
• Analyze dealership financial statements to guide recommendations

Collaboration & Integration

• Partner with Area After Sales Managers, In-Dealer Trainers, and other field roles
• Ensure alignment across people, processes, and systems to drive consistent execution

Core Skills & Capabilities

• Strong consulting mindset: diagnose issues, design solutions, implement change, and measure results
• Advanced analytical skills using KPIs and financial data
• Excellent communication and influencing skills
• Strong time management and ability to manage a high travel schedule
• Adaptability in a dynamic, field-based environment
• Ability to influence and gain buy-in from senior dealership leadership

Required Skills & Experience

• Minimum of 10 years of dealership management experience, including roles such as Service Manager or Service Director
• Deep expertise in fixed operations with a proven track record of business performance improvement
• Strong understanding of Service and Parts department processes
• Experience with service capacity planning and customer retention strategies
• Proficiency in reading and analyzing dealership financial statements
• Ability to conduct root cause analysis, gap analysis, and implement best practices
• Strong working knowledge of dealer management systems (e.g., CDK, Reynolds & Reynolds)
• Proficiency in Microsoft Office (Excel, Word)

Preferred Skills & Experience

• Parts & Service marketing experience
• Retail automotive or customer care background
• Experience providing consulting support within Service and/or Parts operations
• Familiarity with Audi/VW products and After Sales operations
• Knowledge of Audi/VW Parts policies, procedures, and Terms of Trade
• Experience managing or implementing express service operations
• Experience working with multiple DMS platforms
• Exposure to SAP or similar enterprise systems

Why This Role Matters

This role directly impacts dealer profitability, customer loyalty, and brand performance. By working side-by-side with dealership leadership and After Sales teams, you help ensure Audi's service promise is consistently delivered-driving long-term customer retention and operational excellence across the network.

GP Strategies Corporation is one of the world's leading talent transformation providers. By delivering award-winning learning and development solutions, we help organizations transform through their people and achieve meaningful change. GP Strategies has delivered our innovative consulting, learning services, and talent technology solutions to over 6,000 organizations globally.

From our global experience working across thousands of projects and initiatives over the past 55 years, we've learned that relationships, business, work, innovation, strategy, and transformation are all about people. And, to put it simply, GP Strategies is about our people - an extensive global network of learning experts. Additional information can be found at www.gpstrategies.com.

With more than 4000 employees in over 30 countries, diversity at GP Strategies is second nature! Beyond our locations, our culture focuses on performance and revolves around respect, fairness, and working collaboratively to achieve our goals. We support our People, no matter who they are or where they are from, because we all have valuable and unique perspectives and approaches. That's how great ideas are born, which enable us to work smarter.

GP Strategies is committed and proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth and related conditions, sexual orientation, and gender identity), national origin, age, veteran status, disability, or any other federally protected class.