Field Operations Specialist

RAPP New York is looking for Field Operations Specialists to join our award-winning Account Leadership team.

WHO WE ARE:

We are RAPP - world leaders in activating growth with precision and empathy at scale.

As a global, next-generation precision marketing agency we leverage data, creativity, technology, and empathy to foster client growth. We champion individuality in the marketing solutions we create, and in our workplace. We fight for solutions that adapt to the individual's needs, beliefs, behaviors, and aspirations.

We foster an inclusive workplace that values diversity and emphasizes personal well-being.

HOW WE DO IT:

At RAPP, our fearless superconnectors help to create value from personal brand experiences by focusing on three key areas: connected data, connected content and connected decisioning.

Our data analysts identify who that person is, our strategists understand what they want, and our award-winning technologists and creatives know how to deliver it - ensuring we're able to activate authentic customer connections for our clients.

Part of Omnicom's Precision Marketing Group, RAPP is comprised of 2,000+ creatives, technologists, strategists, and data and marketing scientists across 15+ global markets.

YOUR ROLE:

The Field Operations Specialist (FOS) manages specified OEM automotive fixed operations clients within assigned territory and specializes in client satisfaction, customer retention, increasing marketing performance, and recommending new solutions based on consultation principles. The FOS represents the face of the brand by conducting daily in-person aftersales marketing consultations. You will manage all client-facing aspects of the relationship: marketing consultations, data analysis, offer selection, creative options, billing questions, etc.

Your role will require up to 75% travel for in-person, monthly consultations. Aptitudes that will make you successful include working individually, sociability, customer focus, resiliency, and situational adaptability. You will need to be extremely organized, communicate timely and effectively, and possess a positive attitude. Your role is to build relationships, become a trusted advisor, and promote dealership partnership.

Expect to work with Toyota or Lexus dealerships - two of the hottest, largest, and most respected automotive brands and dealer bodies in the world.

Additional Responsibilities and Requirements

• Builds and maintains positive relationships with new and existing dealer clients

• Conducts up to three (3) one-hour dealership consultations each day, providing data analysis and continuous improvement recommendations on marketing creative, offers, and cadence

• Partners with designated OEM field representatives to coordinate marketing improvements and facilitates joint dealership consultations

• Understands and drives key performance indicator (KPI) improvement

• Analyzes client performance (reporting, direct observation, etc.) to determine areas of opportunity for improvement within the fixed operations

• Proactively communicate to clients (up to Dealer Principal / General Manager levels). Establishes and maintains a solid business relationship with dealership personnel

• Effectively communicates OEM program's value proposition and aligns it with the dealers' objectives

• Strategizes aftersales marketing performance and solutions

• Identifies and recommends program changes and marketing strategies

• Maintains ongoing communication with different levels of dealership management at assigned dealership locations

• Manages the retention, product penetration, and growth of assigned dealerships

• Maintains a high level of customer satisfaction by serving as an advocate and liaison between the dealer client and internal teams

• Manages all customer issues and conflict resolution

• Enrolls new orders for retention programs and custom campaigns

• Achieves assigned sales and retention objectives

• Writes and distributes contacts reports each day to each dealership and OEM field office personnel

• Receives and submits account updates, enhancements, and recommended changes

• Maintains dealer contacts and business activity in Salesforce.com on a regular basis

• Communicates all program changes, enhancements, and application bug fixes to the Account Management team

• Shares competitive OEM marketing solutions, effectiveness, and challenges

• Successful completion of required training program, assessments, and product certification

• Other duties as assigned

What You'll Bring

• Bachelor's Degree in Business (automotive or marketing preferred) or equivalent work experience

• Qualified candidates should have 5+ years of automotive / marketing experience

• Ability to drive and/or fly to assigned dealership locations, spend up to 75% of overnights in hotels, and maintain valid driver's license

To perform the job successfully, an individual should demonstrate the following knowledge, skills, or behaviors:

• Ability to develop relationships with key decision-makers

• Build relationships with both internal and external customers

• Identify, qualify, and resolve customer objections, problems, and needs in a diplomatic manner

• Develop strategies, action plans, and metrics to monitor results

• Effectively communicate ideas, challenges, and solutions

• Communicate and give presentations in front of groups

• Effectively convey processes and training

• Listen to others and appropriately act on information provided

• Multi-task, prioritize, organize, and coordinate projects to meet simultaneous deadlines

• Work independently with minimal supervision and under continual deadline pressure

• Work effectively in both a team and individual setting

• Work effectively in a fast-paced organization

• Use a variety of computer programs to track results (Salesforce.com, Word, Excel, Email, Internet, etc.)

• Must be able to travel up to 75% of the time - This role supports Toyota dealers in the Upstate New York and New Jersey regions.

FOS's should live near a national airport.

RAPP provides a competitive salary and comprehensive benefits plan. Benefits for this role include health/vision/dental insurance, 401(k), stock options, Healthcare & Dependent Flexible Spending Accounts, vacation, sick, and personal days and positive activism days, paid parental leave and disability benefits. For more information regarding Omnicom benefits, please visit www.omnicombenefits.com. A reasonable estimate of the salary for this role, at the time of posting, is $75,000 - $87,500. This range is specific to New York and multiple factors are considered in making compensation decisions including, but not limited to: skill set, experience and training, certifications; etc. This is an exempt position. If your requirements fall outside of this range, you are still welcome to apply.

"As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status."

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.