Sales Manager

Minimum Requirements:

• Grade 12 / Matric
• Relevant business/marketing qualification advantageous
• 58 years' motor dealership sales experience, including 35 years in a management role
• Proven track record of meeting sales and profitability targets
• Experience with a Dealer Management System (DMS)
• Sound understanding of sales, marketing, and customer relationship management
• Computer literacy (MS Office, DMS)
• Strong leadership and customer service orientation

Purpose of position: The Sales Manager will manage the sales business, incorporating all the dealership's products and services. This will involve attracting and retaining a strong base of satisfied customers by ensuring that a well-motivated and dedicated sales team meets customer expectations while meeting/exceeding the financial objectives of the dealership and its principles.

Roles and Responsibilities / Key Performance Indicators
Plan Sales Activities

• Provide input into the business and planning process, specifically with regard to volume planning and profitability.
• Define the market goals for new and pre-owned vehicle sales.
• Develop the annual sales plan including the identification of methods to increase turnover and profitability.
• Identify investment in equipment required to achieve sales plan and motivate the investment to the company management.
• Compile resources planning for new and pre-owned vehicle inventory and identify methods to optimize inventory management.

Conduct market research and competitor analysis

• Research, analyze and keep up-to-date information on competitors' prices in the new and pre-owned vehicle business.
• Ensure that knowledge is up-to-date on the dealership's market share and initiate corrective action when required.
• Ensure that knowledge is up-to-date on trends in the regional automobile market.
• Ensure that all members of the sales team have access to up-to-date and relevant market research and competitor information.

Develop and implement marketing initiatives

• Plan, implement and evaluate sales promotion initiatives.
• Develop, agree on, communicate and implement guidelines for new and pre-owned vehicle pricing policy.
• Plan, manage and implement media advertising campaigns.
• Plan, manage and implement direct marketing activities and events.
• Plan, manage and implement customer loyalty initiatives.
• Provide input into the development of the communications budget.
• Oversee the appropriate seasonal design of the showroom and ensure it complies with relevant standards.
• Ensure that all vehicles and display vehicles have the relevant fittings and that accessories are presented correctly.
• Identify and implement opportunities for partners to present the appropriate Mercedes-Benz products and accessories.
• Perform a cost/benefit analysis of all marketing campaigns and events.

Manage customer relationships and customer satisfaction

• Identify market area and assign customer groups and/or market areas to relevant members of the sales team.
• Develop and maintain relationships with direct beneficial contacts and spokespeople and ensure access to key stakeholders/decision makers within the existing and potential corporate client base (in agreement with marketing and company management).
• Ensure consistent utilization of all customer contacts in an effective and efficient manner.
• Plan and manage the implementation of customer surveys and other measures to assess levels of customer satisfaction.
• Ensure that all customer queries and/or complaints are dealt with efficiently and effectively in a proactive manner (proactively as well as part of the escalation process).
• Observe and measure the level of customer service provided by the sales team through the use of appropriate tools.
• Proactively identify sources of customer dissatisfaction and trends in feedback received from customers.
• Develop measures for maintaining and increasing levels of customer satisfaction.
• Ensure that all customers experience high levels of post-sale customer service.

Conduct resource planning, management and development

• Provide input into the identification of human resource requirements and support company management in interviewing and selecting new staff members.
• Recruit and select new members of the sales team and develop an appropriate induction programme.
• Manage, coach and motivate members of the sales team.
• Define and agree on targets within individual members of the sales team.
• Monitor individual performance against targets and implement and agree on corrective measures where required (initiate disciplinary measures and conduct regular employee discussions).
• Oversee the development of direct reports to maximize individual performance, assist in career development and to inform the organization's succession plan.
• Identify individual training needs of sales team and ensure that specialist training is available when required.
• Encourage team members to make suggestions for organizational improvement and implement ideas where appropriate.

Manage Finance, Administration and Reporting

• Monitor and control costs associated to the management and operations of the sales department.
• Monitor and evaluate the financial performance of the sales team and implement corrective measures where required.
• Monitor and check regular preliminary and actual costing of all business generated by the sales team.
• Analyze the profitability of key customers and customer groups to ensure their profitability.
• Monitor and evaluate budgets and defined profit goals and objectives and implement corrective action where required.
• Accept responsibility for all relevant sales management reporting.

Implement the Sales Plan

• Ensure that the full range of products and services are available within the dealership.
• Ensure that the model mix required by the market is available and there is an appropriate turnover rate of new vehicles.
• Ensure that the appropriate number of demonstration vehicles are available.
• Ensure that the sales team is aware of the status of the ordering process.
• Monitor and evaluate vehicle orders and deliveries and take corrective action where required.
• Monitor customers' outstanding accounts and take corrective action where required (involvement in any necessary demands for payments).
• Negotiate and conclude fleet contracts up to the number of units agreed to by the company management.
• Determine trade-in prices or clear targets and ensure reconditions are carried out on traded-in pre-owned vehicles.
• Ensure that pre-owned vehicles are presented in a manner that actively promotes sales.
• Consistently monitor and adjust prices of pre-owned vehicles.
• Monitor return lists from fleet business/leasing.

Manage Quality

• Ensure that the company's sales standards are consistently met.
• Define, develop and optimize sales processes in consultation with company management.
• Lead the quality management circle to discuss and improve processes.
• Ensure that company quality standards are maintained at all times in the sales team.
• Set an example to the sales team when dealing with customers in terms of friendliness and professionalism.

Manage Information

• Ensure that sales literature, product brochures, process documentation and the required software are up-to-date, complete and available.
• Ensure that information from Mercedes-Benz is followed up, archived and made available to all relevant parties.
• Monitor reports in the media regarding the company, its products, as well as competitors' products.
• Actively pass on all relevant information to the sales team.