ECS Tuning, a worldwide leader in the automotive parts and accessories industry, is looking for a motivated, sales driven candidate to join as Retail Sales Supervisor! The success of ECS Tuning is driven by an energetic culture of automotive passion, results, and an unrelenting determination to succeed. We offer a unique blend of family-owned values with a professional business savvy in a modern and upbeat environment combined with a rare opportunity to work in an industry where passion and devotion for automobiles can be part of your everyday career.
The Sales Team Lead will be responsible for leading a sales team to provide exceptional customer service to our customers, setting revenue, margin, and KPI goals for our sales team and mentoring them to achieve these goals at ECS Tuning and Turner Motorsport. Revenue growth will be achieved by driving improving service levels which will lead to increase in sales conversion rates and customer retention while growing the average order value.
This is an on-site, full-time salary + commission role with the opportunity for monthly and annual bonuses.
Leadership –You will be responsible for leading the Retail teams to ensure that we are driving revenue and margin while providing exceptional customer service . You will be responsible for developing and managing a work schedule to ensure we always have adequate coverage to serve the customers, manage PTO/Call offs and make any necessary adjustments with the goal of having our team available during critical hours. You will be responsible for training and coaching our sales agents so that we’re on a path for continuous improvement. You will also be responsible for completing monthly QA and SMART Goal results with each sales team member, celebrating wins and, managing performance through constructive feedback.
Driving Revenue and Margin Growth –You will be directly responsible for driving revenue and margin growth through our retail sales team. To be successful in this role, you must be hyper focused on revenue driving activities – which includes AOV and Conversion Rate growth initiatives for sales representatives. This includes training, on-going coaching and development of sales program (SPIFS) and general support while looking for new opportunities to drive growth. You will be responsible for ensuring that we meet and exceed our KPI targets as well as revenue and margin goals.
Contact Center Management – You will be responsible for ensuring that we are delivering on contact center KPI’s (For example: Customer Satisfaction scores, Chat abandonment, Call Abandonment, Wait Times, etc). This will require you to jump into the trenches from time to time, helping with calls, chats, e-mails, or a mix of all the above.
Schedule Management – You will be responsible for monitoring and adjusting team member schedules to ensure we are always available for customers during critical times. This also includes being thoughtful and agile with unplanned call-off’s, planned PTO, or any combination of schedule related concerns as needed where you may need to adjust schedules as needed.
Escalations – You will serve as one of the primary points of customer complaint escalation in the event a customer requires assistance. We look at all opportunities and feedback to improve the customer experience, by coaching our team members and learning from our mistakes in real time.
Performance Updates/Reporting – You will be responsible for sending daily/weekly/monthly recaps to the leadership team, outlining the opportunities and successes from the previous day/week/month.
Customer Advocate - Keeping the needs of the customers front and center providing an overall positive experience and driving brand loyalty.
Candidates must have a proven track record outlining their prior success driving sales growth.
The ideal candidate would have at least 5+ years of leadership experience within an inbound sales environment, leading 15+ team members.
This individual must have an entrepreneurial mindset who is customer centric, has strong skills in communication, is analytical with data and able to share/absorb constructive feedback.
Candidates with a strong technical automotive background is a plus.
What Success Looks Like:
Meeting or exceeding our customer KPI, revenue and margin goals – having a relentless passion to win and serve the customers. Must have a track record to reduce customer attrition by promptly addressing customer feedback and concerns and escalations in a timely manner.
Being an excellent coach and mentor to the team. Providing training, timely feedback and taking the time to celebrate wins and being a catalyst for motivating the team.
Ensuring that our teams are delivering on contact center KPI’s, providing a world class experience.
Effective schedule management ensuring that you’re always agile and on top of adjusting schedules to accommodate planned/unplanned absences.
Regular check-ins with direct reports, ensuring that you are delivering SMART Goals and QA score cards on the proper schedule, addressing win’s/opportunities as needed.
Enthusiast Auto Holdings (EAH) has grown from a family-owned Volkswagen repair shop in Wadsworth, Ohio into one of the largest specialty e-commerce companies in the automotive aftermarket industry. EAH designs, produces, and sells proprietary parts and kits for a rapidly growing number of automotive makes and models, and it partners with hundreds of other performance brands to bring the enthusiast community an unparalleled customer experience. Over one million enthusiasts follow EAH's banners on social media.
We care about our associates' lives and well-being, which is why we recently enhanced our benefits, paid time off, recognition and wellness programs, and incentive compensation plans. We continue to seek open and honest associate feedback in town hall meetings and through open-door policies. Our associates are also involved in giving back to the community; for example, our recent food drive donated 3,000 pounds of food and water to our local food bank.
You will have the opportunity to work with our talented team as we continue to pursue best-in-class service, an enjoyable work environment, and market-leading win-win vendor partnerships. We look forward to learning about you!