Customer Experience Manager
CurrentResponsibilities:Optimize sales team interactions with leads, opportunities, and customers to secure customer loyalty.Monitor all touch-points of customer experience to ensure that customers are moved efficiently. through the sales process, increase close percentage and ensure repeat business.Resolve escalated customer issues; review and approve situations outside typical parameters.Develop and execute a comprehensive sales management plan to achieve high levels of sales growth.Recruit, train and develop a sales team and execute effective onboarding and engagement plans.Conduct effective monthly PDMs and coaching sessions.Engage and lead the sales team in plans to achieve individual and dealership sales goals.Develop and execute performance management plans to hold the sales team accountable to activities and overall sales.Lead training and coaching for Sales Consultants on the following:Generating customer referrals and repeat businessProduct KnowledgeActivity levels and efficiencies in sales processAppointment activity and salesMenu sales and product penetrationLead daily sales meetings; assist Area Car Sales Manager with running monthly sales meetings.Collaborate with the Area Car Sales Manager to develop the dealership staffing schedule.Approve over allowances when needed during the trade appraisal process.Manage post-sale follow up with customers and proactively develop and implement process. improvements to ensure high quality customer service.Prepare Sales Consultants for the next step in their Car Sales career.
