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.

• 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.
• Assist customers in identifying the Keystone RV models that best fit their needs, usage plans, and tow vehicles.
• Provide clear explanations around floor plans, features, packages, weight ratings, and towing considerations.
• Help customers understand options and configurations without direct selling.
• 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.
• Maintain and update dealer lead contact information as needed.
• Support dealer communication accuracy to ensure timely and effective follow-up.
• Maintain a strong working knowledge of Keystone RV products, including construction, appliances, electrical systems, and tow ability.
• Know where and how to access detailed product information and resources when needed.

• 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.