Career Opportunity
Manager, Dealer Care (UK)

The Manager, Dealer Care ("MDC") - UK & Europe, is responsible for leading, managing, and coaching DMT’s Dealer Care team for the UK & Europe. Reporting to the VP, Dealer Sales & Support (Pan European), you will gain familiarity with our product set in order to provide outstanding customer service to our clients through your team. Your strong customer service experience and leadership skills will not only ensure our teams meet their objectives in supporting our dealer network across the UK & Europe, but also identify opportunities to promote DMT’s products and services.

Responsibilities

  • Providing direction to DMT’s Dealer Care team – all disciplines.
  • Recruit, train and retain a strong Dealer Care team.
  • Motivate and lead with a focus on the “Three Pillars of Success:” Customer Focus, Passion for Execution and Accountability.
  • Planning and overseeing all deployment/delivery of DMT’s products and services from order processing and planning through implementation, training and support.
  • Planning and overseeing execution of client engagement calls, e.g. 14-day and health checks
  • Overseeing execution of Dealer Maturity Scorecard reviews.
  • Overseeing the monitoring of RAPID! Response usage by the dealerships, including configuration and responses.
  • Ensuring the timely and accurate recording of all Dealer Care/Customer activity using Salesforce & Attask.
  • Act as an escalation point for Customer Service; liaising directly with customers when required.
  • Demonstrate appropriate service recovery behaviours, i.e. liaise with other departments at our other DMT offices to resolve customer issues.
  • Anticipate operational issues within the team and develop solutions based on logical reasoning, past precedents and best practice.
  • Coordinate workloads to ensure maximum productivity.
  • Follow all performance management guidelines relating to time and attendance requirements.
  • Focus on customer service, and dealer quality management, as the most significant contributors to DMT’s dealer retention.
  • Day to day coaching of teams.
  • Conducting staff performance and salary reviews.
  • Ensuring consistent application of the Career Development Plan process in setting and measuring performance of the team members against SMART objectives and behavioural competencies, identifying areas for improvement and personal development through training, coaching and appropriate personal action plans.
  • Managing, resolving and, when appropriate, escalating any issues to the relevant member of the management team.
  • Managing market resource coverage (all markets) and Saturday rotation (UK only).
  • Planning for and evolving the team’s size, capacity and skill base in line with DMT’s growth strategy.
  • Reporting on department’s KPI’s.
  • Reporting to VP, Dealer Sales & Support (Pan European) and working closely with the Corporate (OEM) and Regional Management (sales) Teams.
  • Driving a culture of continuous improvement within the team encouraging innovation and proactively making appropriate recommendations to the VP, Dealer Sales & Support (Pan European).
  • Any and all other duties as assigned by the VP, Dealer Sales & Support (Pan European)

Skills / Competencies

  • Strong leadership, team building and coaching skills.
  • Possesses a strong customer focus and results oriented personality.
  • Superior interpersonal and customer service skills to effectively build relationships.
  • Excellent communicator with ability to convey messages in an organized, clear and effective manner.
  • Demonstrated team-playing attitude.
  • Effective in the use of varying, and appropriate, management styles.
  • Strong time and self-management skills.
  • A high propensity to learn, a love of technology, and an ability to excel in a fast-paced work environment.
  • Goes beyond job requirements to seek opportunities and generate ideas for improvements.
  • Good Internet skills – SEO/ SEM knowledge an asset.
  • Knowledge of Google Analytics, Google Adwords and other related tools an asset.
  • Understanding of and engagement in social media.
  • Strong computer skills and proficient in the Microsoft Office Suite and Salesforce CRM.
  • Automotive background/interest is an asset.
  • Location: London, England

If you are ready for the challenge, please forward your resume to ukhr@dmt.global

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