Join Our Team as a Sales and Customer Experience Manager!
Are you a dynamic and results-driven individual with a proven track record in sales and strategic customer relations? We are looking for a talented Sales and Customer Experience Manager to lead our sales and customer service teams, ensuring optimal functioning and driving growth to achieve SMD’s sales targets.
Core Purpose of the Role: Ensure optimal functioning of the sales and customer experience departments to maximize recoveries and unit sales, and grow the customer base to achieve SMD’s sales targets.
Key Deliverables and Outputs:
Strategic and Financial:
- Align sales targets and metrics with business objectives.
- Monitor sales performance to meet budget targets and maximize revenue.
- Ensure recovery ratios align with the strategic sales plan.
Customer Experience Solutions:
- Collaborate with Marketing to implement relevant plans for sustainable business growth.
- Drive continuous innovation and improvement to stay at the forefront of the industry.
- Provide solutions to issues and ensure effective resolution.
- Ensure understanding of optimal customer solutions and cost-effective options.
Operational:
- Manage sales performance and reporting.
- Ensure appropriate stock planning and allocation for maximum sales.
- Oversee repudiations, customer experience, and auctioneering departments.
- Manage adherence to all contractual obligations and legislative requirements.
- Oversee lead management systems and web-based initiatives.
- Collaborate with Supplier Experience and Registration Documents teams to address stock availability.
Risk Management:
- Ensure all deals are legitimate, ethical, and legal.
- Ensure customer/supplier SLAs are in place and adhered to.
Stakeholders (Internal & External):
- Build and enhance relations with internal departments, suppliers, customers, and agents.
- Establish and sustain robust relationships with buyers.
- Provide regular reporting to stakeholders on sales performance.
Employees:
- Provide clear direction and decisive leadership to direct reports.
- Set performance standards/targets for direct reports and hold them accountable.
- Create a constructive atmosphere, engaging and motivating direct reports.
- Ensure adherence to business policies and procedures.
- Lead by example in line with Barloworld Leadership Behaviors.
- Support direct reports in their individual development plans.
Academic Qualifications:
- Essential: Relevant Sales and Marketing degree/diploma/equivalent
- Advantageous: Post-graduate qualification, Auctioneering certification
- Note: Unendorsed Driver’s License required
Work Experience:
- Essential: 5 to 7 years’ sales experience in the vehicle auctioneering/sales or motor engineering industry.
- Proven track record in strategic customer relations management.
- Retail sales experience.
- Proven track record of achieving sales targets.
Knowledge:
- Essential: Good product knowledge, understanding of structures, processes, and compliance.
- Deep understanding of online auctions, financial benchmarks, and targets.
- Expertise in demand creation and customer influence.
- Knowledge of salvage management and disposal industry.
- Understanding of retail customer expectations.
Skills:
- Essential: Planning and organizing, communication skills, financial acumen, interpersonal skills.
- Well-developed listening skills, internal resilience (EQ), negotiation skills, conflict resolution skills.
- Numerical reasoning, problem-solving, analytical and diagnostic skills.
- Computer, technology, and system skills (Intermediate – advanced MS Office).
Personal Attributes:
- Essential: Planning and organizing, drive for results, adaptability, innovation, continuous improvement.
- Strong drive for growing the business, commitment to maintaining business awareness, focus on customer centricity.
- Readiness to make and own decisions, resilience to stress and pressure, commitment to ethical behavior.
- Advantageous: Concern for leading others and our culture, focus on analyzing and solving problems.
- Focus on innovating, appreciation for challenging others with respect, openness to accepting feedback.
- Concern for valuing and appreciating others, concern for working within parameters.
