[Hiring] Client Experience Manager @Merchants Fleet

Role Description

Join Merchants Fleet, a leader in innovative fleet management solutions, and help us deliver superior service and results to our strategic clients. We’re looking for a Fleet Program Manager to oversee our Fleet Assist Program and ensure exceptional client satisfaction through expert fleet management, financial insight, and consultative support.

As a Fleet Assist Manager, you will lead and support a team responsible for delivering efficient, accurate, and client‑focused fleet operation services. Your role combines people leadership, operational oversight, and continuous improvement to ensure high performance and a strong client experience. You will also be collaborating with Sales Executives and Strategic Consulting to identify new opportunities for business growth and drive long-term client partnership success.

• Leading and developing the Fleet Assist team to deliver exceptional client service.
• Managing fleet operations for assigned clients and recommending strategies to improve efficiency and cost savings.
• Overseeing client fleet databases, coordinating service requests, and managing recurring vehicle orders.
• Preparing and presenting financial analyses, fleet reports, and client presentations.
• Ensuring compliance with client policies, insurance renewals, and documentation processes.
• Partnering with Sales Executives to identify new opportunities for business growth.
• Providing expert consultative support to clients and internal teams.
• Contributing to the enhancement of client-facing tools and representing the “voice of the customer.”

Qualifications

• Bachelor’s degree required.
• 5+ years of fleet management or leasing experience.
• 5+ years in a client-facing role requiring strong communication and relationship-building skills.
• 3+ years people management experience.
• Proven ability to manage multiple priorities with exceptional attention to detail and accuracy.
• Strong analytical, problem-solving, and decision-making skills.
• Advanced proficiency in Microsoft Excel, PowerPoint, Word, and CRM systems.
• High energy, professionalism, and a commitment to delivering outstanding client experiences.
• Willingness to travel occasionally to client sites and industry events.
• (Bonus) NAFA Certified Automotive Fleet Manager (CAFM) or willingness to obtain certification.