Sales Head

KEY RESPONSIBILITIES

MANAGES PERFORMANCE

1. Manages the performance of the Sales team to ensure the delivery of the Jaguar Land Rover Purchase Experience Framework and the achievement of key targets (e.g. new car sales)

2. Monitors the performance of the team against Sales KPIs, using the Jaguar Land Rover Composite and Retailer information to track performance and identify opportunities for improvement

3. Personally demonstrates the JLR Customer First Principles, leads their implementation by the Sales team and manages any non-compliance

4. Drives a culture of team working across the Service, Sales and Parts teams to deliver an outstanding customer experience

MANAGES THE TEAM

5. Recruits new team members as required, and manages their induction into the Retailer

6. Monitors the day-to-day performance and training of each member of the Sales team, provides feedback on performance and manages any underperformance

7. Coaches individuals to develop their knowledge of Jaguar Land Rover products, technologies or systems, improve their customer-handling skills and ensure that they complete the training provided by Jaguar Land Rover for their role. Arranges informal training sessions for the team as required

8. Implements the approach to reward and recognition for the Sales team, in line with Retailer policy and makes decisions on individual remuneration

9. Manages succession into key roles to develop talented individuals into key roles (e.g. Sales Executives, F&I Managers)

10. Organises activities (e.g. team events) to build team spirit and engagement

11. Communicates with the team to share information on Jaguar Land Rover, the wider Retailer and the Service function (e.g. JLR product launch plans, Retailer business plans, Sales team performance)

OVERSEES KEY ACTIVITIES

12. Oversees sales activity to ensure that the team is fully effective and KPIs are achieved. Runs daily and weekly meetings for the Sales team to track and manage performance

13. Talks to customers to resolve escalated complaints to maintain customer satisfaction with the Brand

14. Manages the internal audit against JLR Retailer Standards using the DSAT process and makes improvements in order to improve compliance

DEVELOPS THE BUSINESS

15. Maintains a good understanding of the Sales operation of competitors particularly premium competitors in the local area

16. Works with the Head of Business to develop short term targets and medium term plans for the Retailers Vehicle Sales operation

17. Implements JLR NSC marketing initiatives and develops local Retailer marketing activity to drive sales

18. Manages lead management and prospecting activity to ensure that the Sales team follow up leads proactively and efficiently and there is an ongoing, managed programme of prospecting activity to bring in new customers

DRIVES IMPROVEMENT

19. Organises regular Sales team meetings to review KPIs and identify better ways of doing things

20. Works with the JLR Regional Business Manager to review and improve the performance of the Sales team

21. Takes a proactive approach to identify any recurring problems which affect the customer experience. Leads or supports projects to deliver continuous improvement to ways of working

22. Helps the team to adapt to growth and change (e.g. new facilities, new products, new systems