Job Description
RETAIL OPERATIONS TEAM LEADER
Main Purpose:
Manages the Retail Operations and Support Team, to delivery outstanding customer online experiences, aligning with Customer First principles and a modern luxury approach
KEY RESPONSIBILITIES
1. MANAGES PERFORMANCE
· Manage the performance of this Team to ensure the delivery of outstanding customer experiences
· Personally demonstrate the Customer First and modern luxury principles and lead their implementation by this Team
· Maintain audit processes to ensure data completeness and accuracy by the Team
2. MANAGES THE TEAM
· Motivates and supports a high performance Team
· Facilitates seamless and efficient interactions with related Teams and all stakeholders (including Agents/Retailers), while driving a culture of team work
· Communicate with the Team to share information
· Monitors and manages the performance of the Team and individual members related to KPIs and achievement of objectives
· Monitor day-to-day performance and training of each member of the Team, providing feedback on performance
· Manage non-compliance, under-performance and corrective actions
· Manage the inductions of new Team members
· Coaches individuals to develop their knowledge of products, technologies, systems and processes, as well as improving their customer handling skills and positive conversations
· Manage succession into key roles to develop talented individuals
· Monitor and actioning survey results in support of improved Team performance and customer service excellence
· Schedule the availability of staff for key activities over the entire committed service delivery days and times (taking into consideration training time, leave and sick leave, demands and peak time requirements)
3. OVERSEES KEY ACTIVITIES
· Provides first line support to customers, retailers/agents and the Teams, without unnecessary hand-overs
· Runs daily/weekly meetings for the Team to track and manage performance, share information and manage issues
· Talk to customers and Agents/Retailers to resolve escalated issues and complaints, ensure customer satisfaction and delight, and facilitate successful sales deal progress
· Work with Management to refine and develop objectives for new vehicle sales operations
· Align processes to ensure a seamless customer journey – we do the effort so our customer don’t have to worry
4. DRIVES IMPROVEMENT
· Organize regular meetings to review KPIs and identify better ways of doing things
· Implement pro-active approaches to identify recurring problems
· Lead or support initiatives to deliver a continuous improvement to ways of work and service delivery excellence
· Support the Teams to adapt to change, growth, improvement
Qualifications
KEY SUCCESS CRITERIA FOR THE ROLE
Customer First
Survey results
Cases and complaint management system
Proactive, authentic, transparent, personalised
Team
Team working with colleagues across the Business and Retailers/Agents
Staff attitude, sentiments and retention
Financial
Transparent, accurate and “SMART” incentive scheme administration
Resource scheduling
Ensure the correct resources are available during service delivery hours
KPIs
Achievement of the targets and KPIs for this Team (to be agreed)
COMPETENCIES REQUIRED BY THE ROLE
Competency level
Functional Manager / Senior Team Leader
Qualification
Higher education levels
Experience
Preferably automotive and modern luxury
High performing teams
Motivator and experience with the management of high performance teams, to consistently drive customer service excellence and outstanding customer experiences
Operational excellence
High EQ, excellent written and verbal skills, problem solving, agile, self driven
Excellent communicator
Financial focus
Thinks commercially to manage deals and resource requirements
Innovation and improvement
Drives consistent improvement and innovation
Additional Information
