描述
Responsibilities:
- Strategic Operations Management:
- Develop and implement sales and operations strategies to maximize software adoption, customer engagement, and digital sales.
- Constantly assess operational efficiency and make data-driven recommendations for improvements.
- Customer Journey Management:
- Oversee customer-focused operational services throughout the entire customer journey at SGM.
- Manage and optimize inbound and outbound call operations, as well as chat services, ensuring a seamless and delightful customer experience.
- Digital Sales and Subscription Leadership:
- Lead the only sales arm responsible for all digital sales, pioneering strategies that maximize revenue and customer satisfaction.
- Drive new subscriber acquisition planning and activation across platforms; own subscriber offer pricing, packaging, and promotion.
- Collaborate closely with the marketing and product teams to ensure alignment in promotional activities and product offerings.
- Support and Collaboration:
- Provide comprehensive support to both business and dealer partners, ensuring they have the tools and knowledge needed for success.
- Collaborate with SGM brands to bolster vehicle sales, using insights from the digital operations to inform strategies.
- Team Leadership:
- Hire, train, and mentor a high-performing operations team, fostering a culture of excellence, collaboration, and continuous improvement.
Requirements:
- Bachelor’s degree in Business, Operations, or a related field. An advanced degree such as an MBA is a plus.
- A minimum of 10 years of professional experience in operations, with a focus on digital or software sectors, preferably in the automobile industry.
- Expertise in sales, operations, and customer service, demonstrated success in leading operations teams and driving sales growth in a digital environment.
- Experience with building and selling digital subscriptions
- Strong analytical skills with the ability to interpret data and transform insights into actionable strategies.
- Outstanding leadership and team management skills, with a history of cultivating talent and driving results.
- Knowledge of digital products and services, such as Ultifi, UX platforms, advisor platform, back-office platform, etc.
- Familiarity with the automotive industry, customer needs, market trends, and competitive landscape