Retail Sales Supervisor

Description

ECS Tuning, a worldwide leader in the automotive parts and accessories industry, is looking for

a motivated, sales driven candidate to join as Retail Sales Supervisor! The success of ECS Tuning

is driven by an energetic culture of automotive passion, results, and an unrelenting

determination to succeed. We offer a unique blend of family-owned values with a professional

business savvy in a modern and upbeat environment combined with a rare opportunity to work

in an industry where passion and devotion for automobiles can be part of your everyday career.

The Retail Sales Supervisor will be responsible for leading a sales team to provide exceptional

customer service to our customers, setting revenue, margin, and KPI goals for our sales team

and mentoring them to achieve these goals at ECS Tuning and Turner Motorsport. Revenue

growth will be achieved by driving improving service levels which will lead to increase in sales

conversion rates and customer retention while growing the average order value.

This is an on-site, full-time salary + commission role with the opportunity for monthly and

annual bonuses.

Leadership –You will be responsible for leading the Retail teams to ensure that we are driving

revenue and margin while providing exceptional customer service . You will be responsible for

developing and managing a work schedule to ensure we always have adequate coverage to

serve the customers, manage PTO/Call offs and make any necessary adjustments with the goal

of having our team available during critical hours. You will be responsible for training and

coaching our sales agents so that we’re on a path for continuous improvement. You will also be

responsible for completing monthly QA and SMART Goal results with each sales team member,

celebrating wins and, managing performance through constructive feedback.

Driving Revenue and Margin Growth –You will be directly responsible for driving revenue and

margin growth through our retail sales team. To be successful in this role, you must be hyper

focused on revenue driving activities – which includes AOV and Conversion Rate growth

initiatives for sales representatives. This includes training, on-going coaching and development

of sales program (SPIFS) and general support while looking for new opportunities to drive

growth. You will be responsible for ensuring that we meet and exceed our KPI targets as well as

revenue and margin goals.

Contact Center Management – You will be responsible for ensuring that we are delivering on

contact center KPI’s (For example: Customer Satisfaction scores, Chat abandonment, Call

Abandonment, Wait Times, etc). This will require you to jump into the trenches from time to

time, helping with calls, chats, e-mails, or a mix of all the above.

Schedule Management – You will be responsible for monitoring and adjusting team member

schedules to ensure we are always available for customers during critical times. This also

includes being thoughtful and agile with unplanned call-off’s, planned PTO, or any combination

of schedule related concerns as needed where you may need to adjust schedules as needed.

Escalations – You will serve as one of the primary points of customer complaint escalation in

the event a customer requires assistance. We look at all opportunities and feedback to improve

the customer experience, by coaching our team members and learning from our mistakes in

real time.

Performance Updates/Reporting – You will be responsible for sending daily/weekly/monthly

recaps to the leadership team, outlining the opportunities and successes from the previous

day/week/month.

Customer Advocate - Keeping the needs of the customers front and center providing an

overall positive experience and driving brand loyalty.

Requirements

Candidates must have a proven track record outlining their prior success driving sales growth.

The ideal candidate would have at least 5+ years of leadership experience within an inbound

sales environment, leading 15+ team members. This individual must have an entrepreneurial

mindset who is customer centric, has strong skills in communication, is analytical with data and

able to share/absorb constructive feedback. This role reports to Sales Manager.

Candidates with a strong technical automotive background is a plus.

What Success Looks Like:

• Meeting or exceeding our customer KPI, revenue and margin goals – having a relentless passion to