Regional Sales / Retail Manager

VAVA CARS TURKEY OTOMOTİV A.Ş.

Description

A unique opportunity has arisen for an energetic and customer focused Regional Customer Experience Manager to play an outstanding role in boosting the most trusted C2B and D2C used car platform, VavaCars, that leverages our extensive network of petrol stations and worldwide respected brand of our parent company, Vitol.

Reporting directly to the Retail Director of our brand in Turkey, this is a Leadership role overseeing the operations focused on purchasing cars from consumers (Purchase Centers - PCs) and DTC sales to customers through a seamless journey in our Customer Experience Centers (CXCs). The specific duties include formulating strategy and improving these centers’ overall performance.

While managing customer relations, pricing is important, but customer experience and the service rendered is priceless. You should be ready to mentor your team members, find ways to increase quality of customer service and implement best practices across all levels; deliver the very best customer experience to every customer and at scale in a repeatable and programmatic and analytical way.

Requirements

• Customer first. We require an obsession level customer centricity.
• You will act as the ambassador of our company values, nailing all PC-CXC relevant Leadership Principles and become a role model.
• We have no hierarchy in VavaCars, be always receptive and very transparent in your role between management and PCM/CXM’s, interact with all relevant parties (Field Support, Operations Team) with the same mindset.
• With this mindset you will manage the articulation of customer SOPs (Standard Operating Procedures) by PCM/CXMs, make sure:

• In this role you will spend 80-90% of your time with Center Managers, on the field.
• To ensure we continuously deliver the very best customer experience, train, coach and develop PCM/CXMs in systematic programs to ensure they always strive for excellence in every customer interaction. Find ways to continuously increase the quality of the customer experience and consumer-love towards our brand.
• Examine financial and PC/CXC performance data and use them to improve the customer experience. Perform quality controls and monitor all performance KPIs by our Center Managers.
• Ensure Standard Operation Procedures (SOPs) are continuously up to date, the SOP relevant personnel are knowledgeable, and ensure the very best customer experience at all times. Ensure adherence by Center Managers on SOPs that purchase centers consistently perform at the required level and in a predictable and repeatable way.
• You will manage, support, and supervise existing and new team members in the growing operational area.
• We always value and encourage frugality through creativity. Great impacts can be done with basic ideas and small paradigm shifts. Go wild creating while ensuring highest standards.
• All in all, your performance will reflect the performance of CXMs, track objectives set and performance monitoring of the PCMs to install a culture of continuous improvement.

Functional Experience

• No barrier to travel
• A proven track record of professional achievement as a consumer/customer-centric experience
• Degree (or equivalent experience) in Business Administration or a similar function
• Experience working in entrepreneurial, high growth environments where tech is a core tool for getting things done
• Cultural Awareness
• Analytical skills and data-driven approach at all times,
• Have Experience with B2B and B2C business models
• Excellent communication skills
• Outstanding organizational skills
• An excellent coachable to retain and develop the best
• A customer obsessed mindset able to design and deliver exceptional customer experience at scale

Benefits

Our benefits include:

• Working as part of a global, highly ambitious organization that focuses on employee growth and development.
• Competitive compensation with performance bonus, side benefits (health insurance and other perks) plus employee stock options.
• Friendly office environment, location is Istanbul, European side