Traffic and Loyalty Manager - BMW OF Nashville in Brentwood, TN at Sonic Automotive

Job Description

The Traffic and Portfolio Manager is responsible for four primary areas: ensuring 100% Traffic Management Playbook compliance, owning in-store structure, maintaining Sonic Brand KPI performance, and overseeing dealership and brand retention and/or loyalty.

They will work side-by-side with dealership teammates and Brand Traffic Management Director to identify strengths and opportunities in each of the areas listed above. The Traffic and Portfolio Manager will assist the store in executing to increase overall Traffic Management performance, dealership sales, profitability, and brand retention/loyalty results.

This position also works laterally with other management personnel in the dealership, with emphasis on New and Used Vehicle Operations. This is to bring a comprehensive analysis and well-rounded resource to the assigned departments.

The Traffic and Portfolio Manager will oversee all individuals at the store level who are responsible for retaining previous customers as well as others, if applicable, and will report directly to the General Manager in alignment with their Traffic Management Director.

• Maintains a thorough understanding of Traffic Management
• Assists store in identifying and addressing low performing areas in comparison to individual KPI’s, targets, and objectives

• Oversees the management of the dealership’s portfolio process for previous lease and loan customers
• Defines the in-store portfolio process and communicates to all teammates
• Understand, own, and communicate knowledge of brand specific requirements, goals, and results
• Responsible for ensuring the dealership achieves and/or exceeds Financial Services and/or OEM stated retention and/or loyalty goals

• Partners with TMD’s and General Managers to implement action plans based on opportunities, and hold teams accountable to achieving defined objectives
• Drives standardization of traffic management and retention processes at the department level
• Effectively communicates traffic management changes and enhancements to all applicable department teammates
• Partners with TMD and eLead support team to resolve issues and complete requests
• Outline precise growth plans in the department to achieve KPI’s, metrics, and awards
• Perform monthly traffic management full audit. The scorecard can be found in the Traffic Management Playbook Chapter 1 – Overview, KPI’s Support
• Facilitates weekly internet traffic management meeting. Guidance structure is in Traffic Management Playbook Chapter 7 Internet
• Mystery shops our competitors weekly as well as our own departments to ensure lead performance is handled with precision
• Review call performance daily through call vendor tools (CallRevu)
• Inspect website (mobile and desktop), check for accuracy and quality (i.e., specials, photos etc.)
• Establishes process for the service drive to conquest customers and convert these loyal service customers into sales
• Holds management and sales teammates accountable for achieving results through retaining as many loyal customers as possible
• Trains, coaches, mentors, and develops teammates where needed

• Minimum 2 years automotive retail management experience
• Minimum 2 years training and development (store and/or corporate level)

• Able to set priorities, multi-task, achieve goals and obtain buy-in
• Ability to identify opportunities and create action plans to improve sales performance
• Proficient in CDK CRM (Elead)
• Exceptional communication skills, both written and verbal
• Ability to establish and maintain strong internal and external relationships
• Strong organizational and analytical skills, including: planning strategy, problem solving and root cause identification
• Experience in developing strategies and communication
• Experience in group facilitation, coaching and leading teams
• Must be technology savvy and current on business trends
• Must be adaptable to change
• Proficient in Microsoft Word, Excel, PowerPoint, and Outlook

It's time to make the most important move of your career. From our cooperative, team-based approach to our more than 1,000 internal advancements each year, it's easy to see the difference. When you join our organization, you'll enjoy comprehensive training, competitive compensation, and unparalleled benefits. Simply put, you'll experience the best that a career in the automotive industry has to offer.

All your information will be kept confidential according to EEO guidelines.

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