Sales Operations Manager - Tactical - Network Dealer ...

About UsMercedes-Benz USA, headquartered in Atlanta, GA is one of Fortune''s 100 Best Companies to Work For. Mercedes-Benz is USA is responsible for the sales, marketing and service of all Mercedes-Benz and Maybach products in the United States. We''re always looking for talented, energetic and dedicated people to join our team. From positions in our corporate headquarters to technician and retail opportunities in local areas, there are open positions all across the US.MBUSA requires all new employees to present proof they are fully vaccinated against COVID-19 prior to the start date. Currently, ''fully vaccinated'' is defined as someone that has received both doses of the Pfizer/Moderna COVID-19 vaccines or one dose of the Johnson & Johnson COVID-19 vaccine. Individuals with a valid medical/religious reason preventing them from taking the vaccine may request an accommodation.JOB OVERVIEWMaximize the performance of the Mercedes-Benz USA dealers within the retail network by ensuring dealer partners within the ''Air, Land, and Sea'' dealer performance groups are high-performing, profitable, well trained, client/community focused, and positioned competitively within a current market. Support the development of, and efficiently/effectively execute, policies, processes and programs that ensure a successful implementation, and sustainability, of the defined network strategy and achievement of the operational/business objectives of the DPG/MBUSA as defined by the Sales, Customer Services and Digital House business units.Working in collaboration with MBUSA Network, Sales, Pre-Owned, Customer Services & Digital House teams, identify, apply and manage tactical resources and strategies for dealers and dealer groups that positively affect sales, profitability, market growth, and sustainability. Ensure effective and consistent implementation of the market and industry leading retail network strategy that supports MBUSA''s and Mercedes-Benz AG''s sales, service, product, Customer Experience and digital strategies including development of collaborative solutions with Digital House that deliver an industry leading online-to-offline (O2O) experience to our customers.(Field support role with frequent travel - Based in Atlanta HQ)RESPONSIBILITIESTactical Performance Coaching (70%)* Field based, travels to dealers and dealer groups 75% of the time* Works in partnership with dedicated SOM and AOM teams within the MBUSA field structure* Maintains strong working relationships with dealership management, support staff and dealer vendors* Executes MBUSA Performance Steering Board (PSB) strategy improvement decisions within individual dealers and dealer groups, focusing on specific performance initiatives, process improvements and business best practices* Utilizes tactical (SWAT) project approach to counsel and support dealer management on performance improvement with Sales, Distribution, Allocation and Product areas* Provides an additional focus, resources, subject matter perspective and bandwidth to MBUSA standard field support* Provides a laser focus approach to improving performance and steers the achievement of the Sales and Product business based on operational KPIs and CEI performance, with an emphasis on meeting and exceeding Network strategy objectives* Collaborates with the Network, Sales, Pre-Owned, Customer Services & Digital House teams daily, to analyze and interpret data to monitor low performance trends to provide real-time steering and coaching utilizing tactical field measures to improve performance* Executes action plans utilizing consistent steering models to achieve DPG business unit objectives (Network, Sales, Pre-Owned, Customer Services & Digital House) as defined as part of annual planning processes* Recommends and follows-up on the execution of dealer staff training and development needs* Communicates frequently with dealership leadership and operational staff members to gain commitment & buy-in to ensure implementation, steering and sustainment goals are achieved* In collaboration with dedicated MBUSA SOM and AOM teams, steers and implements tactical project scopes, communicates and manages timelines to field teams and dealer partners to ensure tactical measures are efficient and effective for both dealer partners and MBUSA tactical teams* Gains dealer partner commitment and buy-in on action plans and ensures plans are executed with clearly defined process milestones* Manages short and long term sustainability objectives and KPIs* Executes project status and milestones with clear communication for all tactical steering process steps to include but not limited to; the assessment and review process, project kick off & timelines, project status updates (weekly/monthly/quarterly as defined by project scope) project completion and summary review process, as well as the project follow-up and sustainability review processNew Dealer Onboarding (PSB) (10%)* Collaborates with the Network, Sales, Pre-Owned, Customer Services & Digital House teams to implement standardized Dealer Onboarding processes* Supports the dedicated MBUSA AOM and SOM teams for Air, Land, Sea align to ensure each new Dealer Point has all required and agreed upon inventories, trainings, tools, systems, etc. on or before the official grand opening date or certificate of occupancy date(whichever comes first)Process Development and Documentation (10%)* Develops standardized processes for all projects and dealer performance steering actions defined within the (AIR) DM/GM area* Utilizes and implements standardized processes with each dealer contact to manage improvements and monitor short and long term sustainment* Maintains timely, accurate and secure records of all Tactical Projects, Dealer Onboarding initiatives as well as all general or required Network steering processes as defined within the (AIR) DM/GM area* Ensures all records and processes are stored in a secure (shareable) location accessible to approved MBUSA personnel (Access defined by Network and Legal senior leadership teams)* Aligns frequently with dedicated MBUSA SOM and AOM teams to ensure standardized processes are being executed to increase performance through consistency and peer accountabilityPerformance Steering Board (PSB) (5%)* Understands and implements (PSB) priorities by maintaining alignment and frequent engagement with the DM of Tactical and PSB members.* Is up to date on current trends and frequently relays relevant information to the DM of Tactical and PSB members to help steer business priorities* Engages in discussions with the Tactical Resource Team (TRT) daily to align on relative dealer and dealer group targets, utilizing supporting data & analytics, behavior trends and feedback from primary field team members* Engages in and steers prompt and proactive discussions regarding potential risks or digressive behaviors or trends not yet realized by data & analytics* Executes frequent communication, alignment and steering within all DM areas (Network, Sales, Pre-Owned, Customer Services & Digital House) relative to ongoing tactical dealer performance steering projects, updates, behavior trends, opportunities, successes, or basic team needs within the Network steering modelTeam/Cultural Development (5%)* Is an active and engaged employee, challenging the status quo and enabling a culture of open, transparent and respectful debate to achieve collaborative solutions that serve the best interests of the company and all employees* Steers projects and objectives with a positive outlook, focused on transformation, development of the team and the organization and long term success for the brandQualificationsQUALIFICATIONSExperience* Proven performance record of >7 years specifically within Sales & Aftersales Retail/Wholesale operations.* Experience of > 5 years with Mercedes-Benz USA or Mercedes-Benz AG* Comprehensive knowledge of automotive retail Sales, Aftersales and Marketing processes with experience steering with the retail ownership and management structures* Based on the construct of the ''Air'' DPG, experience with public ownership groups and/or B2B relationships a significant plus* Proven ability to effectively communicate with C-level executives* Proficient knowledge of fundamental business & investment principles; ROI, Capital, Value, Appreciation, Depreciation, Assets, Marketing, Staffing, Leadership, etc. with the proven ability to coach and steer in each area.Education* Degree in Automotive Management/Business Management/Finance/Economics/Retail Operations/Statistics/ Engineering preferred; (or a minimum 10 years combined experience in one or more of these disciplines.)* Automotive retail, knowledge of retail processes and procedures, with emphasis in new and pre-owned sales, accessories, parts and service. General business, knowledge of fundamental businesses and concepts that affect the success and profitability of the organization. Sales, knowledge of selling processes, procedures and techniques used by the industry to create a positive customer experience and encourage repeat business. Dealer network operations, knowledge of franchise agreements, industry best practices, processes and procedures required to operate a successful franchise, knowledge of negotiation practices and market trend analysisSkills* Proficient at building and maintaining strong working relationships with a prioritized focus on collaboration with Sales, Marketing and Aftersales field teams as well as internal and external stakeholders* Passion and knowledge in automobile and automobile end customers; with a deep understanding of sales, aftersales and fixed operations* Experience with market research sources, data analysis techniques and methodologies from various research tools/organizations.* Proven ability to analyze and interpret data to make sound decisions based on KPIs, Metrics and performance trends* Proven ability to forecast, asses problem areas and risk and proactively manage potential impacts or operational needs* Proven ability to set and manage multiple priorities and tasks* Proven ability to design and execute action plans as well as delegate resources steered with various levels of accountability and follow-up* Strong Planning and Organizational skills with ability to dissect and create order from chaos within project management environment* Proficient at communication design and storytelling delivering to both operational and executive audiences* Confident in public speaking, specifically delivering messages with candor and professionalism utilizing fact based content to steer business objectives* Displays diplomacy and relevance when responding to requests and providing feedback* Proven ability to steer and make decisions with a holistic view of business needs and resource allocation; national, organizational, key stakeholders, etc.ADDITIONAL INFORMATIONSpecial knowledge* Knowledge/awareness of federal & state Franchise laws a plus* Strong network within Mercedes-Benz USA beneficial -particularly in Network, Sales, Customer Services, Marketing, Digital House

Created: 2025-11-15