Client Engagement Specialist

Brand Statement

Rev Up Your Career at Shaw GMC in Calgary, Alberta!

Join a team where progress isn’t just a goal, it’s the culture we live and breathe. As part of a family-owned and operated automotive group, Shaw GMC embraces Kaizen —‘continuous improvement’— as the driving force behind how we operate. We are always evolving to deliver an exceptional experience for our customers, strengthen opportunities for our employees, and support the communities in which we work.

At Shaw GMC, you’ll step into a fast‑paced, forward‑thinking environment where your ideas matter, your growth is prioritized, and your work fuels a culture of excellence. If you're passionate, driven, and ready to accelerate your career, this is the place for you.

Start your engine - your next great opportunity begins here!

As part of the Kaizen Automotive Group, Shaw GMC is proud to be able to empower our associates with a supportive workplace and access to the benefits they need along their professional journey to feel happy, healthy and valued. Full‑Time employees enjoy a robust benefits package, including:

• Competitive Compensation• Dental & Extended Health Coverage• Company Pension• Paid Time Off• Life & Disability Insurance• Employee & Family Assistance Programs• Vehicle Purchase & Service Discounts• Paid Professional Development• Company‑Wide Appreciation Events• And SO MUCH MORE!

Overview

Position Summary

The Client Engagement Specialist is responsible for managing, tracking, and improving dealership lead performance with a primary focus on appointment setting, appointment show rates, and overall lead-to-sale conversion. This role directly impacts monthly sales growth through effective lead management, process execution, and performance accountability.

The position works closely with Department Managers to drive year-over-year sales growth while maintaining high standards for customer engagement and follow-up.

Responsibilities and Qualifications

Key Responsibilities

Lead Management & Performance

• Oversee all incoming sales leads across assigned channels
• Ensure leads are handled promptly, professionally, and according to dealership standards
• Monitor and improve Lead-to-Set, Set-to-Show, and Lead-to-Sale conversion ratios
• Hold self and team accountable to performance benchmarks

Appointment Management

• Drive appointment-setting best practices
• Ensure appointments are properly confirmed and documented in the CRM
• Implement strategies to improve appointment show rates
• Coordinate with sales departments to ensure smooth appointment handoffs

Sales Growth & Reporting

• Contribute directly to year-over-year New and Used vehicle sales growth
• Provide accurate reporting using CRM and dealership sales systems
• Collaborate with management to adjust processes as needed to improve results

Process & CRM Compliance

• Maintain accurate and complete CRM records for all leads and appointments
• Ensure all activity is logged and measurable
• Follow dealership processes for lead handling, follow-up, and reporting
• Support Sales Managers with additional sales-related tasks as needed, including but not limited to appointment confirmations, customer follow-ups, reporting assistance, and process execution

This position may be assigned additional sales-related duties by Sales Management as business needs require.

Qualifications

• 1-3 years of experience in customer service, sales support, lead management, or appointment setting.
• Strong communication and interpersonal skills with a customer-first approach.
• Experience using CRM systems and maintaining accurate customer records.
• Highly organized with the ability to manage multiple priorities in a fast-paced environment.
• Results-driven with a focus on achieving performance targets and conversion goals.
• Proficient in Microsoft Office and dealership software systems.
• Ability to work independently and collaboratively with sales and management teams.
• Automotive dealership experience is considered an asset.

INDCVO