Customer Retention Specialist - Quebec Zone/Spécialiste, Rétention de la Clientèle – Zone du Québec

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 (Sales, Parts & Service, Marketing and Training)
• •Participate in departmental/zone meetings, team events, and activities

What You’ll Bring:

• •University and/or College Degree/Diploma in business, automotive-related or relevant discipline
• •3+ years of experience in Retail Customer Experience - automotive operations
• •Excellent written and verbal communication skills
• •Strong decision-making, planning and problem-solving abilities
• •Advanced knowledge of Microsoft Office Suite (Excel, PowerPoint, etc.)
• •Excellent relationship-building and team-oriented mindset
• •Aptitude for initiating and improving work processes to increase efficiencies
• •Business partnering experience
• •Previous field experience is an asset
• •Bilingual (French and English) is mandatory*

*Please note: English is required to interact on a frequent and daily basis with non-French/English-only speaking internal business partners from head office in Toronto or other English only Toyota zone offices. Communication with them is essential and critical in conducting normal business.

About Us

Toyota Canada Inc. is the exclusive Canadian distributor of Toyota and Lexus vehicles. Toyota Canada's head office is in Toronto, with regional offices in Vancouver, Calgary, Montreal and Halifax. Toyota parts and accessories are distributed through TCI's Parts Distribution Centres in Bowmanville and Vancouver. TCI supports over 287 Toyota and Lexus dealers in Canada with services that include training, sales, marketing, environmental and customer satisfaction initiatives.

What Sets Us Apart?

A focus on people, passion for Toyota, innovation and continuous improvement have made us an award-winning company, recognized worldwide for our technological leadership and superior standards of quality, community involvement and environmental responsibility.

What You Should Know:

Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. We are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business. Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, or any other characteristics protected by law. Please advise us at any point during the recruitment and selection process or your employment if you require accommodation. Please note TCI may use AI-powered tools to assist us with initial screening and assessment. Talent Acquisition Specialists always review all applications and Hiring Managers always make final hiring decisions throughout the selection process.

Spécialiste, rétention de la clientèle – zone du Québec

Rang 4

Brossard, Québec (hybride)

Date limite : Cette offre d’emploi prendra fin le 20 novembre 2026 à 23 h 59 (HNE).

Le salaire de base annuel prévu pour ce poste est de 79 400 $ à 104 300 $. Le salaire offert dépendra de l’expérience, des connaissances, des compétences et des qualifications du candidat.

Toyota Canada Inc. (TCI) est présentement à la recherche d’une personne orientée sur l’expérience client pour soutenir le département Rétention de la clientèle. Il s’agit d’un poste à temps plein qui relève du directeur, Rétention de la clientèle et Voix du client, situé à notre bureau de la zone du Québec, et qui nécessite des déplacements chez les concessionnaires Toyota et Lexus de la région de la zone du Québec.

Le candidat retenu mettra son expertise en matière d’expérience client au service des concessionnaires en exploitant les sources de rétroactions des clients et en analysant le parcours client, depuis l’achat du véhicule jusqu’à l’expérience à titre de propriétaire. Grâce à ces informations, il détectera les opportunités et collaborera avec nos partenaires concessionnaires Toyota en vue d’améliorer en permanence l’expérience client dans son ens