We are seeking a CRM & Process Specialist to support and drive CRM, phone system, and sales process performance across our dealerships. In this role, you will monitor usage trends, identify performance gaps, and provide strategic, actionable guidance to help sales, BDC, and Management teams turn more leads into car deals. You will work closely with store leadership to coach better CRM habits, ensure process adherence, and share insights that improve overall communication, customer engagement, and sales results.

ABOUT US

As a member of our team, you will join an award-winning workplace where people and innovation thrive. We are obsessive about learning and development – at every mile marker of your career. We are one team bound by one set of values, with one overarching vision: to move our customers, our team members, and our communities in the most moving ways possible. If you are ready to make your move, steer your career here and join our talented team of thinkers, doers, dreamers, and disrupters.

1 Cochran is the leading automotive retailer in the tri-state area. Yet one of our greatest assets is not our size or our multi-million-dollar inventory. Our greatest asset and driving force behind our success is our 1900+ team members. We have been awarded as one of Pittsburgh’s top workplaces for 13 Years Running! COME JOIN OUR WINNING TEAM!

QUALIFICATIONS:

• 2+ years of automotive CRM or digital retail experience
• Experience with automotive CRM and digital retail tools (e.g., Eleads, VINSolutions, Roadster, CarNow — platform-specific experience is a plus)
• Strong understanding of dealership sales processes and lead management
• Excellent communication and coaching skills
• Offers of employment are contingent upon successfully passing a background screening including a criminal background check, a review of motor vehicle records, and verification of social security number

KEY RESPONSIBILITIES:

• Monitor CRM usage and lead response trends across the group
• Monitor phone system utilization and reporting, including answering percentages, voicemail management, and call return rates for both Sales and Service departments
• Deliver insights and reports to dealership leaders to improve accountability and performance
• Provide CRM and phone best practice coaching to sales, BDC, and Management teams
• Pull and analyze reports on phone call answer rates and usage by group/store
• Support CRM and phone escalations and drive consistency across stores
• Conduct quality control checks on phone and CRM systems to ensure proper setup and usage
• Collaborate with vendors and internal teams on system enhancements

ADDITIONAL RESPONSIBILITIES:

• Work in-stores to coach, train, and evaluate team members and processes
• Prepare reports for upper management regarding CRM and digital performance
• Ensure deliverables fall within appropriate guides and procedures
• Work alongside all departments to ensure all aspects of the initiative align with the #1 Cochran Sales Process

TRAINING RESPONSIBILITIES:

• Conduct 1-on-1 and classroom training sessions on digital retail, sales process, and CRM utilization
• Perform mystery shops with team members
• Manage phone training, including certification, log-in procedures, and scoring phone calls

PERFORMANCE AND REPORTING RESPONSIBILITIES:

• Improve performance of corporate KPIs such as sales calls logged, activity completion percentage, internet lead response times, and call answer rates
• Conduct daily digital retail assessments and provide nightly recaps