Join Our Team as a Sales and Customer Experience Manager!

Are you a dynamic and results-driven individual with a proven track record in sales and strategic customer relations? We are looking for a talented Sales and Customer Experience Manager to lead our sales and customer service teams, ensuring optimal functioning and driving growth to achieve SMD’s sales targets.

Core Purpose of the Role: Ensure optimal functioning of the sales and customer experience departments to maximize recoveries and unit sales, and grow the customer base to achieve SMD’s sales targets.

Key Deliverables and Outputs:

Strategic and Financial:

• Align sales targets and metrics with business objectives.
• Monitor sales performance to meet budget targets and maximize revenue.
• Ensure recovery ratios align with the strategic sales plan.

Customer Experience Solutions:

• Collaborate with Marketing to implement relevant plans for sustainable business growth.
• Drive continuous innovation and improvement to stay at the forefront of the industry.
• Provide solutions to issues and ensure effective resolution.
• Ensure understanding of optimal customer solutions and cost-effective options.

Operational:

• Manage sales performance and reporting.
• Ensure appropriate stock planning and allocation for maximum sales.
• Oversee repudiations, customer experience, and auctioneering departments.
• Manage adherence to all contractual obligations and legislative requirements.
• Oversee lead management systems and web-based initiatives.
• Collaborate with Supplier Experience and Registration Documents teams to address stock availability.

Risk Management:

• Ensure all deals are legitimate, ethical, and legal.
• Ensure customer/supplier SLAs are in place and adhered to.

Stakeholders (Internal & External):

• Build and enhance relations with internal departments, suppliers, customers, and agents.
• Establish and sustain robust relationships with buyers.
• Provide regular reporting to stakeholders on sales performance.

Employees:

• Provide clear direction and decisive leadership to direct reports.
• Set performance standards/targets for direct reports and hold them accountable.
• Create a constructive atmosphere, engaging and motivating direct reports.
• Ensure adherence to business policies and procedures.
• Lead by example in line with Barloworld Leadership Behaviors.
• Support direct reports in their individual development plans.

Academic Qualifications:

• Essential: Relevant Sales and Marketing degree/diploma/equivalent
• Advantageous: Post-graduate qualification, Auctioneering certification
• Note: Unendorsed Driver’s License required

Work Experience:

• Essential: 5 to 7 years’ sales experience in the vehicle auctioneering/sales or motor engineering industry.
• Proven track record in strategic customer relations management.
• Retail sales experience.
• Proven track record of achieving sales targets.

Knowledge:

• Essential: Good product knowledge, understanding of structures, processes, and compliance.
• Deep understanding of online auctions, financial benchmarks, and targets.
• Expertise in demand creation and customer influence.
• Knowledge of salvage management and disposal industry.
• Understanding of retail customer expectations.

Skills:

• Essential: Planning and organizing, communication skills, financial acumen, interpersonal skills.
• Well-developed listening skills, internal resilience (EQ), negotiation skills, conflict resolution skills.
• Numerical reasoning, problem-solving, analytical and diagnostic skills.
• Computer, technology, and system skills (Intermediate – advanced MS Office).

Personal Attributes:

• Essential: Planning and organizing, drive for results, adaptability, innovation, continuous improvement.
• Strong drive for growing the business, commitment to maintaining business awareness, focus on customer centricity.
• Readiness to make and own decisions, resilience to stress and pressure, commitment to ethical behavior.
• Advantageous: Concern for leading others and our culture, focus on analyzing and solving problems.
• Focus on innovating, appreciation for challenging others with respect, openness to accepting feedback.
• Concern for valuing and appreciating others, concern for working within parameters.