Alfa Romeo Client Experience Executive
Thames Motor Group is a family run, multi-franchise dealer group on Bath Road, Slough and North Farm Industrial Estate, Tunbridge Wells. We represent fun and exciting brands; Fiat, Abarth, Alfa Romeo, Jeep and Fiat Professional and pride ourselves on giving our customers first class service. We are currently seeking an Alfa Romeo Client Experience Executive to join our winning team at Slough.
The AR Client Experience Executive serves as the ambassador for Alfa Romeo and Thames Motor Group. This role encompasses sales of new vehicles and acts as the primary point of contact for clients, providing exceptional customer service and aftersales support. The AR Client Experience Executive plays a crucial role in enhancing the customer experience, ensuring the highest levels of satisfaction, and promoting the AR brand.
- Serve as the central character in the client relationship, actively listening to and understanding client needs to provide suitable sales offers (NV, B2C, B2B, physical, and digital) and aftersales support (servicing, service contracts, repairs, physical, and digital).
- Embody the AR Brand and maintain a deep understanding of the premium and luxury sectors across industries.
- Create a clean, attractive, welcoming, and safe environment aligned with AR Brand's premium positioning and local government guidelines.
- Help manage a superior client experience through all client interactions (physical and digital) and departments, including contactless appointments, home deliveries, and exclusive events.
- Utilise technology, including customer relationship management (CRM) systems, digital platforms, video tools, and other relevant software to enhance customer interactions and streamline processes.
- Actively promote the AR brand and raise awareness in the local community through participation in community events, leveraging social media platforms, and implementing marketing initiatives.
- Sell AR brand's new and used vehicles, services (financing, connected services, service contracts, etc.), and accessories.
- Stay informed about constantly changing competitor offers to effectively position AR Automobiles' products and services.
- Welcome clients, manage vehicle handovers and returns, and follow up with clients to ensure their total satisfaction.
- Collaborate effectively with the dealership's sales, aftersales, marketing and support teams to ensure a seamless customer journey and exceed customer expectations.
- Support the AR Brand Manager in supplies management, vehicle orders, business forecasting and stock management. Adhere to unit sale and operating margin profitability targets.
- Contribute to achieving fixed sales and quality objectives to drive business performance.
- Continuously learn and develop by participating in regular training sessions and workshops to enhance knowledge of AR vehicles, industry trends, and sales techniques.
- Manage the customer journey through the Service department, ensuring operating standards are followed and the customer is satisfied/delighted.
We are seeking a highly qualified candidate who possesses the following attributes:
Relationship Building: The candidate should have a strong focus on building and nurturing relationships with clients. The ability to establish trust, provide personalised interactions, and deliver attentive follow-ups is essential to foster client loyalty and encourage repeat business. They should be proactive in their communication, ensuring that clients feel valued and supported throughout their journey with us.
Technology Proficiency: Proficiency in utilising technology is a key requirement for this role. The ideal candidate should be comfortable and experienced in using customer relationship management (CRM) systems, digital platforms, video tools, and other relevant software. By leveraging technology, they will enhance the customer experience, streamline processes, and effectively manage client interactions.
Brand Promotion and Awareness: The candidate should have a strong passion for promoting the AR brand and raising awareness in the local community. They will actively participate in community events, leverage social media platforms, and implement marketing initiatives to expand the brand's reach. By representing the AR brand with enthusiasm and professionalism, they will contribute to the growth and success of the dealership.
Leadership: Managing the customer journey will involve close co-operation with key stakeholders in the business and with the brand. Having the skills to make sure customers are dealt with fairly and expertly will require key management skills and character. Balancing the needs of a customer and the needs of the business and satisfying both, will be paramount.
Continuous Learning and Development: At our dealership, we are committed to the ongoing learning and development of our employees. The selected candidate will have access to regular training sessions and workshops designed to enhance their knowledge of AR vehicles, industry trends, and sales and marketing techniques. We encourage a proactive approach to continuous learning, ensuring that our AR Client Experience Executive team stays ahead of the curve and delivers exceptional service to our clients.
Candidate Key Assets:
- Time Management: Excellent time management, prioritisation, and meeting deadlines for prompt client responses.
- Organisational Skills: Highly organised with strong attention to detail, multitasking, and accurate record-keeping for smooth operations.
- Self-Motivation: Proactive and driven to exceed sales targets and customer expectations.
- Professionalism: Presentable with excellent communication and interpersonal skills.
- Management skills: Liaising with colleagues to ensure customers are dealt with in the correct manner.
- Adaptability: Open to learning new technologies and adjusting approach to meet evolving customer needs.
- Communication Skills: Strong verbal and written communication to engage effectively with clients, colleagues, and stakeholders.
- Problem-Solving Abilities: Resourceful with a solution-oriented mindset to address client needs and resolve issues effectively.
- Negotiation Skills: Effective in pricing discussions, trade-in valuations, and closing deals while maintaining positive client relationships.
- Team Player: Collaborative mindset, willingness to work with colleagues from different departments, fostering a positive work environment.
- Resilience: Ability to handle challenges and rejection, remaining motivated and positive, bouncing back and maintaining high performance.
- Flexibility: Adaptability to thrive in a fast-paced, dynamic work environment.
- Technology Proficiency: Proficient in utilising technology, including CRM systems, digital platforms, video conferencing tools, and other relevant software.
- Poise: Demonstrates professionalism and elegance in representing the dealership and luxury brand.
Key Performance Indicators (KPls):
- NV sales results (volume, market share, unit profitability, mix, etc.).
- Financing and services sales (service contracts and connected services).
- Customer satisfaction results in both sales and aftersales interactions.
- Lead management rate to effectively convert leads into customers.
- Completion of required training programs.
- Showroom standard audit results to ensure compliance with brand guidelines.
Full Driving Licence is required.
If you believe you have the required skills and want to join a winning team, please upload your CV.