Driveway

Customer Experience (CX) CRM Technology Specialist

The Customer Experience (CX) CRM Technology Specialist is a key contributor to optimizing the customer journey by implementing and managing process and technology solutions. Collaborating across departments, this role focuses on driving performance and customer retention through integrated tactics and best practices.

Location: Remote (Residing in the Eastern Region: FL, VA, PA, NJ, NY)

Comp:$70,000-110,000 annually

Travel: Up to 25% of the time based on location

Responsibilities

Technology Expertise & Process Development

• Serve as the subject matter expert for Sales & Service CRM, call tracking, chat, digital retail, and AI tools.
• Develop and document best practices, processes, and KPIs to optimize CRM and related technologies.
• Evaluate and recommend enhancements to tools and processes to improve efficiency and performance.

Collaboration & Stakeholder Engagement

• Serve as the primary liaison between internal partners, the Retail Marketing Operations (RMO) field team, and Store Operations.
• Partner with RMO field team to support retail productivity, store growth, and personalized marketing solutions.
• Conduct regular performance evaluations with internal and external partners to identify optimization opportunities.

Training & Adoption

• Design and implement comprehensive training programs for the RMO field team and Store Operations.
• Support ongoing technology adoption through workshops, hands-on sessions, and continuous feedback.
• Ensure clear communication and understanding of processes and tools across all user groups.

Vendor & Performance Management

• Oversee relationships and manage performance with tech stack vendor partners to ensure alignment with organizational goals.
• Provide leadership with detailed monthly reports on vendor partner performance, tool usage, and ROI.

Skills and Qualifications

• Educational Background: Bachelor’s degree in Business, Marketing, Communications, or equivalent experience.
• Technical Proficiency: Demonstrated expertise in CRM process management, proficiency in automotive sales and traffic workflows, and familiarity with adjacent tools to deliver an industry-leading Customer Experience.
• Attention to Detail: Strong organizational skills with a keen eye for detail.
• Problem-Solving and Analysis: Proficiency in critical thinking, problem-solving, and data analysis to drive innovative solutions.

We offer best in class industry benefits:

• Competitive pay
• Medical, Dental and Vision Plans
• Paid Holidays & PTO
• Short and Long-Term Disability
• Paid Life Insurance
• 401(k) Retirement Plan
• Employee Stock Purchase Plan
• Lithia Learning Center
• Vehicle Purchase Discounts
• Wellness Programs

High School graduate or equivalent, 18 years or older required. We are a drug free workplace. We are committed to equal employment opportunity (regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status). We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.