Retail Experience Coordinator

Position Overview

The Retail Experience Coordinator plays a key role in connecting prospective RV customers with the right Keystone products and dealer partners. This role sits within the Marketing organization and focuses on delivering a high-quality retail experience by answering product questions, guiding customers to the right models, and ensuring a smooth transition from interest to dealership engagement.

This position requires strong product knowledge, clear communication skills, and the ability to coordinate effectively with internal teams and Keystone dealer partners.

Key Responsibilities

Customer and Dealer Communication

• Review daily priorities including scheduled tasks, follow-ups, and inquiries from retail customers, dealers, and internal teams
• Respond promptly and professionally to customer questions, dealer inquiries, and internal communications via email and voicemail

Product Guidance and Education

• Assist customers in identifying the Keystone RV models that best fit their needs, usage plans, and tow vehicles
• Provide clear explanations around floorplans, features, packages, weight ratings, and towing considerations
• Help customers understand options and configurations without direct selling

Customer Journey Coordination

• Guide customers from initial interest through the dealership handoff process
• Connect customers with appropriate Keystone dealers based on location and availability
• Ensure a smooth transition by sharing relevant customer notes, expectations, and context with dealer partners

Dealer Support and Data Accuracy

• Maintain and update dealer lead contact information as needed
• Support dealer communication accuracy to ensure timely and effective follow-up

Product Knowledge Maintenance

• Maintain a strong working knowledge of Keystone RV products, including construction, appliances, electrical systems, and towability
• Know where and how to access detailed product information and resources when needed

Qualifications

• Strong written and verbal communication skills
• Ability to explain technical product information in a clear, customer-friendly manner
• Detail-oriented with strong organizational and follow-up skills
• Comfortable working with multiple internal teams and external dealer partners
• Experience in RVs, automotive, marine, or similar consumer products is a plus