Field Operations Specialist

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 emphasizes personal well-being.

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.

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 selling new solutions. The FOS represents the face of the brand by conducting daily in-person after-sales 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 autonomously, 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 one of the hottest, largest, and most respected automotive brands and dealer bodies in the world.

• →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
• →Examines client performance (reporting, direct observation, etc.) to identify 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’ goals
• →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 targets
• →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 results-oriented OEM marketing solutions, effectiveness, and challenges
• →Successful completion of required training program and assessments
• →Other duties as assigned

• 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, a person 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 autonomously 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.)

“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.