Position Title: Client Manager

Department: Sales/Customer Service

Reports to: Sales Manager / Sales Controller

Role Overview:

The Client Manager plays a vital role in providing exceptional customer service to clients from the initial phone call, visiting the dealership for the purpose of purchasing a car, labour or spare parts from the service reception desk. They are responsible for establishing and nurturing strong relationships with customers, with the ultimate goal of selling cars through effective relationship building and or with part exchange evaluations. This role requires the ability to multitask, provide excellent personal service, and showcase in-depth knowledge of the vehicles and services offered by the dealership. The client manager will provide the magic carpet effect and feel through the dealership. The overall monetary turnover is expressed over a 10-year retention period and is not about the monetary value at the point of initial sale. A customer renewal incentive will only be available if customers within the showroom drive and the service drive are treated in a way that supports a longer-term retention period. Customer touch points are maximised to enable a flowing relationship with the customer.

Key Responsibilities:

Customer Relationship Management:

Greet customers warmly and provide a professional and friendly first point of contact at main door to the service reception desk.

Build and foster long-term relationships with customers, ensuring that their individual needs are addressed throughout the reception and vehicle sales process.

Actively engage customers in discussions about their needs, preferences, and budget to gather information for effective part exchange evaluations. Using the vehicle drive

Establish rapport and trust with customers to promote loyalty and repeat business.

Maintain regular communication with customers via phone, email, or in-person visits to provide updates on vehicle options, promotions, and relevant news.

Customer satisfaction

The client manager must optimise every touch point to express how the program works and how important a five star or 10-point plan works.

The client manager must ensure that a full understanding of the dos and don’ts in the process to satisfy the toughest mystery shops with the aim of a 100% score at each mystery shop.

Front Desk Operations:

Check customers in and out at the reception desk for scheduled appointments, ensuring accuracy and attention to detail when capturing customer information.

Manage incoming phone calls and inquiries, redirecting calls or providing information as needed.

Effectively utilize the dealership's customer relationship management (CRM) software to track customer interactions, update customer records, and access relevant customer information.

Vehicle Evaluation for Part Exchange:

Take responsibility for evaluating customers' vehicles for part exchange, assessing their condition, mileage, and overall value. Carried out at the customer touch point for service and repairs.

Conduct thorough inspections of the vehicles, accurately documenting any defects, wear and tear, or necessary repairs.

Provide customers with fair and transparent evaluations, explaining the reasoning behind the offered part exchange value using clear and concise language.

Collaborate with the sales team and sales manager to negotiate favourable part exchange deals, maximizing customer satisfaction and dealership profitability.

Support Sales and Customer Service Efforts:

Work closely with the sales team to ensure a seamless transition for customers interested in purchasing a new / Used vehicle through part exchange.

Assist in providing product information, demonstrating vehicle features, and arranging test drives, when necessary.

Collaborate with the sales team in creating and implementing effective sales strategies and achieving sales targets.

Collaborate with the customer service team to address any post-sales service issues and ensure customer satisfaction throughout the ownership experience.

To use the CRM system to update customer contacts and touch points

Customer Touch points – Sales, Meet Greet, IDD, Fact Find, Part Exchange Appraisal, Test Drive, Trial Close. Funding Check & Confirm, Funding Presentation, Demands and Needs, Present and recommend. Disclose costs, Negotiate & Order, Handover.

Service, Meet and Greet, fact find, establish work required, check in, Drive Part Exchange, Record, contact customer before collection, Meet Greet, take payment Handover. 24-hour follow up.

Qualifications and Skills:

Proven experience in sales, customer service, or a related field.

Excellent communication and interpersonal skills with the ability to build rapport quickly.

Strong customer-centric approach, focusing on exceeding customer expectations and building long-term relationships.

Outstanding organizational and multitasking abilities to manage reception desk operations while conducting vehicle evaluations.

In-depth automotive knowledge, including a good understanding of vehicle assessment techniques and part exchange considerations.

Proficiency in using CRM software, MS Office, and other relevant computer systems.

Valid driver's license with a clean driving record.

This role description is intended to provide a general overview of the responsibilities and requirements of the Client Manager role. Additional duties and responsibilities specific to the dealership's operations may apply.

Training

During the continued professional development/ training will be provided by various stakeholders. Training will be on and off site and include virtual training. All client mangers must engage in training when asked.

Complaints

The client manger will handle complaints in a manner that concludes the complaint to the satisfaction of all stakeholders, mnemonic L E S T E R must be used at all times.

L- Listen to the customers complaint. E- Echo, ensure that you fully understand the customers reason for the complaint and that the customer understands that you understand. S- sympathise with the customer Never apologise. T- Thank the customer for bringing the issue to your attention. E- Evaluate, inform the customer that you will investigate the complaint fully and get back to them once the issue is fully understood. R- Resolve. With the help if necessary (costs involved- Money time, customer satisfaction, resource). resolve the issue to the satisfaction of all stakeholders.