Al Mulla Group Careers Mercedes Benz  Kuwait

 The sales Manager will be responsible for managing the sales strategy and performance of Mercedes-Benz's luxury and premium models, such as AMG, G-Class and Maybach. This role demands a profound understanding of ultra-luxury customers, tailored customization options, and the exclusive ownership experiences that come with these elite vehicles.

Responsibilities

1. People

• Build and develop a stable sales team that works together to deliver ‘Operational Excellence.’

• Maintain a healthy work environment in which employees have a sense of ownership and work towards maintaining a minimum employee turnover.

• Communicate, and implement 100% clear job descriptions, roles, and responsibilities for all team members for both locations (New Car Sales Showroom & Avenues).

• Communicate the set objectives and KPIs for each role, aligned with market opportunities and best-in-class performance.

• Apply a structured onboarding and induction plan for all new employees in line with AMA standards.

• Constantly analyze and identify team performance gaps, pinpoint areas of opportunity, and collaborate with the Training Department to develop and deliver a tailored performance improvement plan for each employee.

• Conduct coaching sessions with the team on process, product, and customer experience.

• Demonstrate and embed the AMA core values - Excellence, Professionalism, and Innovation - into every member of the team and every decision we make.

• Maintain objective, fair, and consistent management of your team members.

2. Customer

• Deliver best-in-class customer satisfaction during the sales process, ensuring that we have a ‘Customer First’ culture across the whole business.

• Ensure that all sales operational staff follow the 7 Golden Rules of the Mercedes-Benz Way.

• Exceed manufacturer CSI KPIs, CX, NPS & NES scores for star rating.

• Review all VOC data from Mercedes-Benz and Tableau VOC, working on required improvements, in collaboration with the Customer Relations Manager, understand and efficiently resolve customer complaints to deliver a memorable experience for the client.

• Review all customer surveys (visit survey, lost sales, and sales call analysis) weekly, identify trends, and develop appropriate action plans for any areas of weakness. Take immediate action against critical customer feedback.

• Assess the quality of interactions with customers through various channels (showroom visits, outbound calls, emails, etc.).

• Ensure 100% accuracy in data capture, achieve quality objectives, and monitor results through the CRM and different reporting systems.

• At delivery, ensure each customer has memorable experience and maximize the opportunity to secure repeat and new prospects.

3. Financial

• Achieve target profit margins for your team members and KPIs as defined in the AMA Business Plan.

• Take daily action to review the profit performance of all invoiced deals against Business Plan targets.

• Ensure upselling product objectives and KPIs are achieved.

• Ensure the sign-off of every deal file to confirm that all paperwork is correct, and both parties have completed all areas of the sales contract.

4. Operations

• Implement and control the AMA sales process and CDK process as per the sales AMA SOP, ensuring sales funnel ratios are achieved.

• Ensure that all teams are adhering to data quality criteria, lead management event codes, customer notes, delivery timelines, source of business.

• Achieve all AMA lead management KPIs and ratios, including open leads, active inquiries, next actions, future actions, and data quality.

• Hold effective daily team meetings to discuss relevant business KPIs with defined structured agendas and actions.

• Monitor the sold-to-delivery Service Level Agreement of 3 days and ensure timely and accurate preparation of deal files for invoicing.

• Develop and agree on a self-management planner, reports, and routines with the General Manager - Sales.

5. Manufacturer

• Ensure all manufacturer sales department VRM and Scorecard standards are met with a robust weekly performance monitoring tool in place.

• Ensure all manufacturer sales objectives are clearly tracked and achieved.

• Ensure dealership showroom facilities are managed and presented to the in line with AMA and brand guidelines.

• Achieve top band scores in all manufacturer sales operations audits and mystery shopping.

Educational Qualification

• Education Degree: Bachelor

• Major: Business Administration

Experience

• Years of Experience: Minimum of 3 - 5 years in the luxury automotive industry, with 2 years in management role

• Field of Experience : Automotive Retail Sales, luxury retail