Sales Enquiry Manager - Barnards Volkswagen

Ref: 24001

Working Hours Full Time
Location Barnards Volkswagen
Salary Competitive
Benefits We offer an employee benefits package including training, development, employee discounts, healthcare and much more.
Closing Date 28/08/2020

We have a new opportunity available for Sales Enquiry Manager at Barnards Volkswagen as a result of re-organisation within our group.

This job role has responsibility for managing, distributing & monitoring all in-bound Sales enquiries. This will include all associated activities relating to Sales customer lead management, ensuring compliance with all internal and external processes and regulatory requirements. The key purpose of this role is to ensure that all customer enquiries are managed appropriately to maximise all current Sales opportunities in order to attain the departmental qualitative and quantitative objectives. This is to be conducted whilst ensuring the support of the long-term strategy of creating a mutually beneficial & sustainable customer ownership cycle.

Key Tasks & Responsibilities

  • Operate as the initial point of contact for all physical and remote in-bound sales enquiries. Specifically, this will involve engaging with all customers up to and including the ‘qualification’ stage of the prevailing customer journey, and ensuring a seamless transition to a nominated Sales Executive is conducted
  • Ensure that all customer data is captured and recorded during initial consultation. This should include the provision of data required to satisfy all regulatory requirements and marketing information. This will incorporate; source of enquiry, customer contact information & permissions where practicable
  • Provide supervisory support to Sales Executives throughout customer consultation up to conclusion of enquiry
  • Provide nominated Sales Executive with a formal customer proposition upon satisfactory completion of consultation process
  • To conduct entire customer journey consultation in the absence of a nominated Sales Executive and/or Handover Specialist
  • Ensure that all Sales enquiry records are updated accurately and sufficiently to provide clear evidence of enquiry status
  • Conduct daily review of all existing customer enquiries, ensuring that all actions are completed within agreed timescales in accordance with prevailing SLA’s and customer expectations, and that agreed actions and timescales are appropriate for the nature of the enquiry
  • To provide regular and effective coaching and developmental support to Sales Executives where opportunities are identified from supervisory activities or operational data. Ensuring records are maintained to support successful performance management of colleagues on a continual basis. This should extend to informal support in additional formal performance management reviews
  • Full responsibility of customer renewal activities. This extends to all applicable contract and purchase methods, ensuring that all applicable customers are identified & contacted through to conclusion of contact. Contacts and appointments may be delegated to colleagues where required whilst responsibility of all required activities is retained by the Enquiry Manager.

*Renewals responsibility is superseded where a dedicated renewals specialist exists

In collaboration with the General Sales Manager, formulate and cascade a sales enquiry funnel management in order to establish both individual and departmental funnel requirements in order to attain and exceed departmental objectives. Plans & actions should be reviewed regularly to ensure weekly & monthly objectives also satisfy the successful attainment of Quarterly & medium-term business volume and financial departmental objectives. Provide supervisory support to departmental colleagues to ensure all internal, external & digital presentation standards are adhered to. Ensuring compliance with operational and regulatory requirements at all times. Provide Managerial support to Department and overall business in absence of General Sales Manager, demonstrating a proactive approach to all appropriate tasks where required

Key Performance Indicators & Measures

  • New & Used Car Sales Departmental Volume & Financial objectives
  • New & Used Car Renewals % objectives
  • Finance & Insurance qualitative and quantitative objectives (% penetration & income)
  • Customer Satisfaction Metrics
  • Regulatory, legislative and operational process & standards adherence
  • Compliance of prevailing customer enquiry journey management, including all associated data and management information (MI) tools

The above is not an exhaustive list of duties and you will be expected to perform all reasonable tasks required of you as determined by the General Sales Manager in accordance with the needs of the business as required.

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