INTERNET MANAGER/BDC

Job Title: Internet Sales Manager (Automotive Dealership)

Job Overview:
The Internet Sales Manager is responsible for leading the dealership's online sales efforts, managing the internet sales department, and developing strategies to increase digital lead conversion. This role focuses on optimizing the dealership’s online presence, driving web traffic, managing leads generated through digital channels, and ensuring the department meets or exceeds sales targets. The Internet Sales Manager works closely with the marketing team to enhance digital campaigns, supervises the internet sales staff, and ensures seamless customer service from online inquiries to the close of a sale.

The Internet Sales Manager plays a critical role in ensuring the dealership stays competitive in the digital marketplace by leveraging the latest online tools and best practices in internet sales and customer engagement. They are tasked with overseeing the entire online sales process, from lead generation to follow-up, ensuring high customer satisfaction and profitability.

Key Responsibilities:

1. Department Leadership and Strategy

• Lead and Manage the Internet Sales Team:

Directly oversee the internet sales team, including Internet Sales Managers and Internet Sales Associates. Lead team meetings, provide performance feedback, and set departmental goals. Ensure team members follow best practices and deliver exceptional customer service throughout the online sales process.

• Develop and Implement Internet Sales Strategy:

Create and execute the dealership’s internet sales strategy, focused on increasing lead generation and maximizing the conversion of online leads into sales. Set clear objectives, quotas, and goals for the team that align with overall dealership revenue and growth targets.

• Monitor and Adjust Sales Processes:

Analyze current internet sales processes and optimize them for efficiency. This may include revising the lead response process, adjusting the customer journey, or identifying areas for improvement in digital engagement.

• Collaboration with Other Departments:

Work closely with other departments, such as finance, service, and marketing, to ensure seamless communication and support across the dealership. Facilitate teamwork to optimize the customer's entire digital experience, from online inquiry through post-sale service.

2. Lead Management and Optimization

• Lead Generation and Follow-Up:

Manage the flow of online leads coming from the dealership's website, social media platforms, email campaigns, third-party listing services (AutoTrader, Cars.com, etc.), and other digital sources. Ensure that leads are promptly distributed to the internet sales team for immediate follow-up.

• Maximize Lead Conversion:

Implement strategies to improve lead conversion rates, including timely and personalized communication with potential customers. Train team members on best practices for managing inquiries, following up with prospects, and moving leads through the sales funnel effectively.

• CRM Oversight:

Oversee the dealership’s Customer Relationship Management (CRM) system, ensuring that all customer interactions, notes, and follow-ups are accurately logged. Utilize CRM analytics to track lead sources, customer engagement, and performance metrics. Continuously analyze data to refine processes and improve team performance.

3. Digital Marketing and Online Presence

• Collaboration with Marketing Department:

Work in conjunction with the marketing team to create and optimize digital marketing campaigns. Ensure that the dealership’s website, social media, and third-party platforms are up-to-date with current inventory, promotions, and other relevant content. Provide input into email campaigns, SEO strategies, and paid search initiatives to drive online traffic and generate leads.

• Website and Online Listings Management:

Ensure the dealership's website is user-friendly, visually appealing, and optimized for mobile use. Regularly update inventory listings and ensure accurate vehicle descriptions, photos, pricing, and promotions. Monitor third-party automotive listing sites to verify that dealership vehicles are presented accurately and competitively.

• Analytics and Reporting:

Track website traffic, lead sources, and online customer behavior using analytics tools (Google Analytics, SEM tools, etc.). Generate reports that show the effectiveness of internet marketing campaigns and online sales performance. Use insights to refine digital marketing strategies and improve lead generation.

4. Sales Process Management

• Create a Seamless Digital Sales Process:

Develop and oversee a customer-centric online sales process that provides a seamless experience from initial inquiry to vehicle purchase. Streamline steps such as online vehicle browsing, price quoting, virtual test drives, and digital paperwork submission. Ensure the process accommodates all customer needs, including those who wish to complete the majority of the buying process online.

• Vehicle Demonstrations and Virtual Appointments:

Manage the implementation of virtual tools, such as video conferencing or online chat, to assist customers in learning about vehicles before visiting the dealership. Provide the team with the resources and training needed to conduct virtual vehicle tours, answer questions, and offer personalized recommendations to online shoppers.

• Coordination with the Finance Department:

Work closely with the finance department to ensure online customers have easy access to financing options. Facilitate the digital completion of credit applications, trade-in evaluations, and loan paperwork. Ensure transparency and ease in the financial process to enhance the customer experience.

5. Customer Satisfaction and Relationship Management

• Ensure High Levels of Customer Satisfaction:

Maintain a strong focus on customer satisfaction by ensuring that the internet sales team provides prompt, accurate, and courteous service. Regularly monitor customer interactions to ensure that they are aligned with dealership standards and result in positive customer experiences.

• Customer Follow-Up and Retention:

Develop and implement a follow-up strategy that ensures every customer who inquires or purchases through the internet department receives consistent follow-up. Encourage the internet sales team to maintain ongoing communication with customers post-sale to ensure satisfaction, address concerns, and build long-term relationships.

• Reputation Management:

Manage the dealership’s online reputation by monitoring customer reviews on platforms such as Google, Yelp, and automotive review sites. Respond to online reviews (positive and negative) in a timely and professional manner. Collaborate with the sales team to ensure high levels of customer service to minimize negative feedback and encourage positive reviews.

6. Training and Team Development

• Develop and Train the Internet Sales Team:

Lead training programs for the internet sales team, ensuring all members are well-versed in the dealership’s inventory, online tools, and customer engagement strategies. Train staff on effective online communication skills, CRM usage, lead management techniques, and digital sales best practices.

• Monitor Performance and Provide Coaching:

Set performance benchmarks for the internet sales team, regularly reviewing individual and team performance against goals. Offer ongoing coaching and support to improve individual sales performance, lead response times, and customer interaction quality. Recognize top performers and provide additional resources to those needing improvement.

• Stay Current with Industry Trends and Tools:

Continuously research and stay updated on the latest trends in automotive internet sales, including digital marketing techniques, CRM innovations, and customer engagement tools. Implement new strategies or tools that improve the efficiency and effectiveness of the internet sales department.

7. Compliance and Legal Considerations

• Ensure Legal and Regulatory Compliance:

Ensure that all internet sales transactions comply with state and federal laws, including data privacy regulations such as the California Consumer Privacy Act (CCPA). Provide team members with regular training on dealership compliance and legal requirements to avoid potential issues.

• Finance and Lease Compliance:

Work with the finance department to ensure that all online deals meet financing guidelines, including accurate reporting of loan terms, interest rates, and customer agreements. Ensure compliance with California’s Truth in Lending Act (TILA) and the Federal Trade Commission (FTC) guidelines in online advertising and sales practices.

Job Type: Full-time

Pay: $84,000.00 - $115,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• Monday to Friday
• Weekends as needed

Supplemental Pay:

• Bonus opportunities
• Commission pay
• Monthly bonus
• Performance bonus

Experience:

• Internet Manager: 2 years (Preferred)

Ability to Commute:

• Covina, CA 91723 (Required)

Ability to Relocate:

• Covina, CA 91723: Relocate before starting work (Required)

Work Location: In person