Marketing and Client Experience Manager

Kent, Washington State
Dec 11, 2018
Metro Area
Full Time


This position will be responsible for managing the Marketing, Call Center and Shuttle Departments for the Manheim Seattle location. This role provides leadership to front-line Customer Care Coordinators responsible for handling customer inquiries and issues. Along with managing and coordinating the design, production, and promotion of planned marketing programs and advertising material for the Manheim Seattle auction, including producing the layout of the advertisement, sale catalogs, promotional mailing, etc.  This role also provides training and development opportunities and will be empowered to make decisions that will eliminate impedance for our customers to buy cars.

Primary Duties and Responsibilities:

  • Provide direction and mentoring to coordinators who are responsible for receiving inbound customer contacts and service requests from our customer base 

  • Interprets and communicate work procedures and company policies to staff as needed 

  • Assists coordinators in resolving problems and completing work 

  • Serve as the escalation point of contact to resolve complaints and answers questions of customers regarding services and procedures 

  • Improving performance by raising efficiency and meeting performance targets for speed, efficiency, quality and positive customer experience 

  • Establish strategic marketing plans to achieve Auction objectives for services and upcoming sales. 

  • Develop and execute marketing programs to reach goals regarding revenues and profitability.

  • Analyze marketing programs and adjust strategy and tactics as necessary to increase effectiveness. 

  • Plan and conduct market research to identify opportunities for increased sales.

  • Manage development, production, and distribution of promotional and collateral materials in collaboration with the Sales Manager to support sales and marketing programs.

  • Plan and oversee execution of promotional activities including print, electronic media, trade shows, direct mail, displays, and signage. 

  • Plan, promote, and execute sales meetings and events.

  • Review analysis of marketing surveys and provide post-event market reports, analysis, and regular status reports to the General Manager on all programs.

  • Maintain customer database and approve the use of internal and external mailing lists. 

  • Manage the marketing budget.  Negotiate contract terms with outside agencies and suppliers. 

  • Communicate with outside advertising agencies on ongoing campaigns.

  • Maintain and develop marketing staff and their professional and technical knowledge by recruiting, selecting, orienting, and training employees, and by providing educational opportunities. 

  • Counsel and discipline employees as necessary.  Plan, monitor and evaluate job performance, and conduct performance appraisals.

  • Perform other duties as assigned by management.

  • High School Diploma or equivalent required.

  • 3 - 5 years advertising, marketing and promotions experience required. 

  • Experience in the automobile industry or the Auction business preferred. 

  • Strong communication and interaction skills required. 

  • Effective and competent management, sales/marketing, and organizational skills required. 

  • Knowledge of typesetting and advertisement layouts necessary. 

  • Good computer and software knowledge essential.

  • Degree in art or advertising preferred.

Work Environment:

Office setting.


The posting is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.


About Cox Automotive

Cox Automotive Inc. makes buying, selling and owning cars easier for everyone, while also enabling mobility services. The global company’s 34,000-plus team members and family of brands, including Autotrader®, Clutch Technologies,®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, VinSolutions®, vAuto® and Xtime®, are passionate about helping millions of car shoppers, tens of thousands of auto dealer clients across five continents and many others throughout the automotive industry thrive for generations to come. Cox Automotive is a subsidiary of Cox Enterprises Inc., a privately-owned, Atlanta-based company with revenues exceeding $20 billion.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations:  Cox accepts resumes only from agencies with which we formally engage their services.   Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.


Organization: Cox Automotive

Primary Location: US-WA-Kent-19711 77th Ave S

Employee Status: Regular

Job Level: Manager/Senior Manager

Shift: Day Job

Travel: Yes, 5 % of the Time

Schedule: Full-time

Unposting Date: Ongoing

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