Sr. Manager – Customer Services Dealer Business and Process Specialist

Job Summary:

The roleholder will be responsible for driving dealer performance, ensuring adherence to business processes, and optimizing dealer operations. This role involves close collaboration with dealership teams to enhance sales, customer satisfaction, and operational efficiency. Additionally, the Customer Executive will drive and coordinate efforts among all team members to steer the overall retail business towards achieving strategic goals.

Key Responsibilities:

• Dealer Performance Management: Monitor and analyze dealer performance metrics, providing actionable insights to improve sales and service outcomes.
• Process Optimization: Ensure dealers adhere to established business processes and standards, identifying areas for improvement and implementing best practices.
• Training and Development: Conduct training sessions for dealer staff on sales techniques, customer service, and operational procedures.
• Customer Experience: Work with dealers to enhance the customer journey, ensuring a premium experience at every touchpoint.
• Reporting and Analysis: Prepare regular reports on dealer performance, process adherence, and customer feedback, presenting findings to senior management.
• Relationship Management: Build and maintain strong relationships with dealer principals and key stakeholders, acting as the primary point of contact for all dealer-related matters.
• Compliance: Ensure all dealer activities comply with Mercedes-Benz policies, industry regulations, and legal requirements.
• Project Management: Lead and manage projects aimed at improving dealer operations and business processes, ensuring timely completion and alignment with strategic goals.
• Team Coordination: Drive and coordinate efforts among all team members to steer the overall retail business towards achieving strategic goals. Provide guidance and support to team members to ensure alignment and collaboration.

Skills:

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.
• Project management skills, including the ability to manage multiple projects simultaneously.
• Leadership and team coordination capabilities.

Competencies:

• Customer-focused mindset with a passion for delivering exceptional service.
• Ability to influence and motivate dealer teams.
• Strategic thinking and ability to implement tactical plans.
• High level of integrity and professionalism.
• Adaptability and resilience in a fast-paced environment.
• Strong leadership and team-building skills.

Education:

• Master’s degree in Business Administration, Marketing, or a related field.

Experience:

• Minimum of 5-8 years of experience in automotive sales, dealership management, or a related field.
• Proven track record of driving business performance and process improvements.
• Experience in project management, including planning, execution, and monitoring.
• Prior experience in leading and coordinating team efforts is highly desirable.