Scout Motors Inc.
Scout is more than just a brand, it’s a legacy steeped in a culture of exploration, caretaking, and hard work$1. .$1
201 - 500
Manager, Retail Sales Operations
April 13
Scout Motors Inc.
Scout is more than just a brand, it’s a legacy steeped in a culture of exploration, caretaking, and hard work$1. .$1
201 - 500
Description
• Engineer and own a fully-scalable retail operations strategy, specifically focusing on all aspects of in-store sales customer journey to deliver consistent, seamless sales experiences in high volumes with exceptional customer satisfaction • Develop operational framework, standard operating procedures, and execution plan for Scout customer experience during education, shopping, sales, and delivery processes • Develop and track Key Performance Indicators (KPIs) supporting Scout Motors’ strategic aspirations, measuring Scout’s real-time local sales health, and guiding real-time adjustments in retail activities • Develop processes to efficiently and cost-effectively move customers through the retail shopping, sales, and delivery experiences in coordination with Digital Product and Customer Support teams • Provide operational insights to guide development of Scout’s digital commerce tools, participating in design and evaluation of these digital tools alongside Scout Digital Products team • Craft a new location launch playbook to guide sales (and sales-adjacent) teams as they ready systems, inventory, training, and customer-facing spaces for opening • Recommend initial and evolving retail organizational frameworks, utilizing policies, job descriptions, training, best practices, and digital commerce tools to deliver on Scout’s brand values, provide a consistently exceptional customer experience, and fit within financial and facility boundaries • Lead and/or support vendor evaluations for systems, tools, and services that could support sales-related functions • Participate in vendor evaluations and support development of Scout Motors mobile vehicle delivery and mobile service offers • Support establishment and ongoing operation of Scout Customer Support function, focusing initially on long-lead pre-sale activities such as vehicle reservations and customer inquiries
Requirements
• Bachelor's degree in a relevant field • 7+ years of experience managing, architecting, and designing exceptional consumer experiences in an automotive retail environment • 3+ years of front-line experience in a customer-facing automotive retail environment with demonstrated ability to operate at large scale without degradation in customer satisfaction or operational yield • Deep experience and intuitive understanding of operations of automotive retail, especially complexities and nuances of retail sales transactions, customer deliveries, and digital shopping experiences • First-hand knowledge of managing complex sales transactions and customer interactions that alternate between digital and physical environments • Proven track record of building high-performing team and developing team culture • Mindfulness of organizational navigation and ability to create effective cross-functional collaboration at all levels • Demonstrated ability to develop and manage effective vendor/partner relationships • Exceptional analytical and strategic thinking skills, with ability to interpret customer feedback and translate data into actionable insights • Strong project management and organizational skills, with ability to manage multiple projects simultaneously and meet deadlines
Benefits
• Chance to build products and a company from the ground up
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