Campers Inn RV is seeking a highly motivated and experienced Customer Experience and Strategy Manager to oversee our customer experience and develop customer-focused strategies to enhance our performance. The ideal candidate will have a passion for delivering exceptional customer experiences, a data-driven approach to strategy development, and a track record of driving measurable results.

At Campers Inn RV, our vision is to be the Trusted Resource and preferred dealership for our employees, customers and partners, and the industry’s innovation leader and positive disruptor. Positioned for global growth, we are the most respected brand in the business, creating value with all of our dealerships by providing career opportunities for our employees and making our communities better. We are guided by our company’s values of Integrity, Teamwork, Continuous Improvement and Corporate Sustainability, at all levels and in all areas of both our business and individual work decisions and actions.

If you are passionate about delivering exceptional customer experiences and have the skills and experience to drive results, we encourage you to apply for this exciting opportunity.

Established in 1966 by Art and Fran Hirsch, Campers Inn RV has grown to become the Nation's Largest Family-Operated RV Dealership with over 35 locations in 18 states. Established on the principle that every customer deserves to be treated fairly and with respect, we focus on providing 5-star customer service to everyone who walks through our doors. Since 2010, Campers Inn RV has been consistently named Top 50 RV Dealership in the U.S. and was recently named, by RVBusiness, one of the Top 5 Blue Ribbon RV Dealerships.

What We Offer

• Ongoing career development opportunities: Specialized job training, certifications, and professional development, and assistance in continuing education
• Comprehensive health and welfare plan to all full-time employees (30+ hours/week), including:
  • Major Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • Life Insurance (Basic, Supplemental, Spouse, and Child available)
  • Employee Assistance Program (EAP)
  • Paid Time Off
  • Qualified retirement plan (401k) with Employer Match
• Fair and competitive compensation

Essential Job Functions

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time. Reasonable accommodations may be made to enable individuals with disabilities.

• Develop and implement customer experience strategies that improve customer satisfaction, retention, and advocacy
• Conduct research to understand customer needs, preferences, and behaviors to inform strategy development
• Work closely with cross-functional teams to identify opportunities to enhance the customer experience and improve operational efficiency
• Develop and manage the roadside assistance program and RV club for the dealer group
• Develop and implement customer feedback mechanisms to measure customer satisfaction and identify areas for improvement
• Create and manage customer experience training programs for employees to ensure a consistent level of service across all touchpoints
• Identify and implement customer-focused technology solutions that improve the customer experience and drive business results
• Develop and manage the after-sale customer experience, including managing any warranty claims and addressing customer complaints
• Monitor industry trends and best practices to stay up-to-date on emerging customer experience trends and technology
• Other duties as assigned
• This role may be remote, hybrid or onsite and requires up to 50% travel

Qualifications:

• Bachelor's degree in Business Administration, Marketing, or related field
• 7+ years of experience in customer experience, marketing, or strategy development
• Strong analytical and problem-solving skills, with a data-driven approach to decision-making
• Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams
• Strong project management skills, with the ability to manage multiple projects simultaneously
• Experience developing and implementing customer experience programs and strategies
• Knowledge of customer experience metrics and tools, such as Net Promoter Score (NPS) and Customer Effort Score (CES)
• Experience working with CRM and other customer-focused technologies
• Strong attention to detail and ability to work under pressure in a fast-paced environment

Camper’s Inn RV is proud to be an Equal Opportunity Employer and Drug Free workplace. We are committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Camper’s Inn RV makes hiring decisions based solely on qualifications, merit, and business needs at the time.