Job Purpose
The objective of a sales Manager role is to effectively manage the New Car Sales operations to achieve the company's sales goals and objectives. This role combines leadership, management, and sales skills to ensure the team operates efficiently, meets targets, and delivers world-class experience to our customers.
Key Responsibilities
1. Business Operations:
- Implement and control the AMA sales process and CDK process as per the sales AMA SOP, ensuring sales funnel ratios are achieved
- Ensure that all teams are collaborating effectively and meeting requirements in accordance with AMA standards and KPIs. This includes adhering to data quality criteria, lead management event codes, customer notes, delivery timelines, source of business, and providing necessary tactical support
- Achieve all AMA lead management KPIs and ratios, including open leads, active inquiries, next actions, future actions, and data quality
- Hold effective daily team meetings to discuss relevant business KPIs with defined, structured agendas and actions
- Monitor the sold-to-delivery Service Level Agreement of 3 days and ensure the timely and accurate preparation of deal files for invoicing
- Develop and agree on the requested reports and routines with the General Manager-Sales. Ensure all manufacturer sales objectives are clearly tracked and achieved
- Ensure dealership showroom facilities are presented to the highest standards in line with brand guidelines
- Achieve top band scores in all manufacturer sales operations audits and mystery shopping
- Deliver best-in-class customer satisfaction during the sales process, ensuring that we have a ‘Customer First’ culture across the whole business
- Exceed manufacturer CSI KPIs, CX, NPS & NES scores for star rating
- Review all VOC data and Tableau VOC, working on required improvements, in collaboration with the Customer Relations Manager, understand and efficiently resolve customer complaints to deliver a memorable experience for the client
- Review all customer surveys (visit survey, lost sale, and sales call analysis) weekly, identify trends, and develop appropriate action plans for any areas of weakness. Take immediate action against critical customer feedback
- Assess the quality of interactions with customers through various channels (showroom visits, outbound calls, emails, etc)
- Ensure 100% accuracy in data capture, achieve quality objectives, and monitor results through the CRM and different reporting systems
- Monitor the entire delivery process to ensure it is completed according to the company’s policies
- At delivery, ensure each customer has a memorable experience and maximize the opportunity to secure repeat and new prospects
- Stock Monitoring and Ordering Management:
- Manage vehicle stock levels in accordance with distributor policies
- Ensure that the DMS is continuously updated with accurate vehicle information and stock levels
- Monitor the sales pipeline and oversee the vehicle ordering process to always ensure the correct stock levels
- Monitor the relevant competitor activities in the local market, such as pricing, promotions, and/or sales-related processes, and propose improvement measures
- Plan, implement, and regularly evaluate promotion campaigns in coordination with the Marketing & CLM department
- Achieve target profit margins of team members and KPIs as defined in the AMA Business Plan
- Take daily action to review the profit performance of all invoiced deals against the Business Plan targets
- Ensure upselling product objectives and KPIs are achieved
- Monitor and control the trade-in process to achieve a minimum trade-in ratio
- Ensure the sign-off of every deal file to confirm that all paperwork is correct and both parties have completed all areas of the sales contract
- Ensure regular reports on vehicle sales and stock management are generated as required by distributor management
- Ensure an up-to-date customer database and that detailed customer information is provided across all departments as required
- Know and understand the local laws that govern the automotive industry and ensure that the business complies with the relevant legislation
- Ensure that checks are implemented to monitor whether all processes are in line with legal/compliance requirements within the distributor and business partners
- Implement and abide by the distributor compliance and integrity codes
- Communicate the set objectives and KPIs for each role, aligned with market opportunities and best-in-class performance
- Establish business objectives and personal development goals, and monitor performance against agreed targets
- Determine training needs and secure suitable training
- Provide continuous guidance, support, and feedback to subordinates
- Encourage compliant behaviour and ensure company policies are always adhered to
- Conduct weekly, or as required, coaching sessions with the team on process, product, and customer experience
Requirements
- A bachelor’s degree in business administration, Marketing, or equivalent education
- At least 10–15 years of experience in Sales, 3–5 years on a managerial level
- Possess a strategic vision for short- and long-term business development
- possess a thorough understanding of a premium luxury environment
- Leverage a strategic, customer-centric approach tailored to high-net-worth clients
- Strong leadership skills and expertise in team building, motivation, and interpersonal relationships
- Positive, confident, and inspiring character and attitude, with a customer experience-focused mindset
- High level of IT literacy, including proficiency in Office products
- Self-motivated and highly driven, with the highest standards of personal and business performance
- Innate ability to drive and manage change
- Logical, highly analytical, and systematic thinking
- Demonstrate a positive image as a role model employee and lead by example with a high level of ownership and integrity
- Flexible approach to work and able to adapt and thrive in a changing environment
- Previous western market experience or a combination with GCC experience is preferred
*Only applicants meeting the strict criteria outlined above will be contacted as part of the shortlisting process.