Marketing & Customer Experience Manager
Autocraft Bodywerks, Austin’s premier I-CAR Gold Class Certified collision repair facility, is seeking an experienced, polished, and customer-focused Marketing & Customer Experience Manager to elevate our brand, strengthen referral partnerships, enhance the customer journey, and drive strategic growth. This position requires a professional who can confidently represent a high-end service brand while leading both marketing initiatives and customer experience programs.
Position Overview
The Marketing & Customer Experience Manager will be responsible for developing and maintaining key referral relationships, managing our digital presence, overseeing advertising efforts, protecting our online reputation. The successful candidate will work closely with the Front Desk and Customer Service team to ensure consistent communication, seamless customer interactions, and a luxury-level customer experience from first contact through vehicle delivery. This role requires strategic thinking, strong interpersonal skills, and hands-on execution, with frequent local travel for in-person meetings.
Key Responsibilities: Marketing & Business Development
- Build and maintain strong relationships with luxury auto dealerships, insurance brokers, fleet managers, and community partners
- Represent Autocraft Bodywerks professionally at in-person meetings, networking events, and industry functions
- Develop and execute marketing strategies that increase brand awareness and generate qualified leads
- Oversee and manage the company’s advertising budget to maximize ROI
- Create, post, and manage website, social media, and digital content, including photos and video updates
- Identify opportunities to enhance brand visibility, referral partnerships, and community engagement
Customer Experience & Reputation Management
- Serve as the champion of the customer experience, ensuring every client receives exceptional service from estimate through vehicle delivery
- Monitor customer satisfaction metrics and develop initiatives to continuously improve the customer journey
- Manage and respond to Google reviews, social media comments, and online customer inquiries in a timely, professional, and brand-appropriate manner
- Proactively address customer concerns and collaborate with operations teams to resolve issues and improve service processes
- Conduct customer follow-up communications and satisfaction surveys to strengthen retention and referral opportunities
- Develop and implement customer appreciation, loyalty, and referral programs
- Train and support team members on customer service best practices and brand standards
Qualifications
- Bachelor’s degree in Marketing, Communications, Business, Hospitality, or a related field
- 5+ years of experience in marketing, customer experience, business development, account management, or a related role
- Automotive, luxury service, hospitality, or customer-focused industry experience preferred
- Proven ability to build professional relationships and deliver exceptional customer experiences
- Strong interpersonal, communication, and conflict-resolution skills
- Experience managing social media platforms, online reputation, and digital marketing campaigns
- Reliable transportation and ability to travel locally on a regular basis
- Professional presence suited for a luxury service environment
- Highly organized, self-motivated, and results-driven
What Success Looks Like
- Increased referral business from dealership and insurance partners
- Consistently high customer satisfaction and online review ratings
- Improved customer retention and referral generation
- Effective management of marketing initiatives with measurable return on investment
- Ensure all customer-facing interactions reflect the Autocraft Bodywerks brand and commitment to excellence
- Support front-office operations by helping develop customer communication standards, service protocols, and follow-up procedures
What We Offer:
· Competitive salary $28+ an hour (based on experience)
· Dental insurance
· Health insurance
· Vision insurance
· A fast-paced, professional environment with room for advancement
Work Location: In person- 5411 Wasson Rd, Austin, TX 78745 (Local travel required)
Job Type: Full-time
Pay: From $28.00 per hour
Expected hours: 40 per week
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Application Question(s):
- Do you have a reliable vehicle?
Education:
Experience:
- Marketing: 5 years (Required)
Willingness to travel:
Work Location: In person
