Job Description
Customer Retention Specialist – Quebec Zone
Rank 4
Brossard, QC (Hybrid)
Deadline: This posting will close by November 20, 2026, at 11:59 PM EST.
The anticipated annual base salary for this position is $79,400 - $104,300. The salary offered will be based on the candidate’s experience, knowledge, skills and qualifications.
Toyota Canada Inc. (TCI) currently has an exciting opportunity for a customer experience-focused person to assist the Customer Retention department. This is a full-time opportunity reporting to the Manager of Retail Experience & Advocacy, located at our Quebec Zone office and requires travel to Toyota & Lexus dealerships in the Quebec Zone region.
The successful candidate will provide customer experience expertise to dealerships by utilizing customer feedback sources and observing the vehicle purchase and ownership customer Journey. With this information they will identify opportunities and collaborate with our Toyota dealer partners to promote continuous improvement of the overall customer experience. The successful candidate will preside over in-dealership assessments, consultations, observations and training to promote an ever-better customer experience.
What We’ll Bring:
Company & Culture
A hybrid work environment
A work environment built on teamwork, flexibility and respect
Professional growth and development programs to help advance your career
A focus on respect for people and continuous improvement
Summer Hours – condensed work week during the summer
Benefits
Competitive compensation package including bonus
Extended health care and dental benefits effective immediately
Company pension plan with additional employer contributions
Associate vehicle discount program
Company demo vehicle
Reimbursement programs (tuition & fitness)
Paid holiday shutdown and competitive paid time off benefits
Sabbatical leave program
What You’ll be Doing:
Provide customer experience expertise to dealers by leveraging performance & customer data and dealer-level insights to help dealers improve their customer experience
Conduct in-dealership assessments and observations, establish collaborative action plans with measurable KPIs, share best practices, and deliver training to achieve identified action items
Conduct regular dealer visits to review action plan progress and performance related to the purchase and ownership Customer Experience with dealership management
Observe and track the customer journey through the dealership, identifying friction from the customer lens and creating achievable action plans to close the identified gaps.
Prepare and distribute timely contact reports following dealer visits which clearly identify agreed-upon action items using the TBP (Toyota Business Practices) format
Provide customer experience expertise to Zone teams by leveraging performance data analysis to present opportunities for zone-wide customer experience improvement initiatives
Champion Zone customer experience improvement efforts with ad-hoc dealer visits as required
Perform frequent customer survey audits and strategic evaluations to ensure the legitimacy of data and results across the dealer network
Focus on owner retention as a critical aspect of the customer experience to maintain/increase ownership retention
Deploy countermeasures with dealers to improve retention and monitor performance to identify impact of countermeasures
Inform, educate, guide, and train all levels of dealer staff in the use and comprehension of the Customer Experience Survey Program
Provide ongoing assistance of National and Zone level initiatives designed to maintain and increase customer retention
Initiate and implement appropriate “kaizen” (continuous improvement) efforts which result in work efficiencies relating to cost reduction or avoidance, improved time and process efficiencies
Standardize process and share successes across the team through the sharing of best practices
Form strong working relationships with Zone field teams…