Internet Director Mission:
To achieve sales goals and objectives established by senior management relevant to the strategic plan and market share expectations. Implement best business practices and The Rusnak Standard to deliver superior client and associate satisfaction.
Key Result Areas
1. Sales & Profit Objectives
3. E-business Management
4. Strategic Planning
5. Internet/Client Relations/Retention
6. Corporate Culture Adoption
7. Personal/Professional Development
Excellent communication skills, leadership skills, and the ability to motivate and inspire self. High ethical standards and a strong work ethic. Experience as an internet manager and as a sales floor specialist is required. The ability to respond appropriately to inquiries and complaints.
Authority: Reports to GSM, Sales Managers and GM. Authority to act on day to day departmental decisions but must consult supervisor before implementation of major decisions.
Sales & Profit Objectives
Develops sales goals (financial and volume related) with sales management. Monitor results on an ongoing basis. Works with GSM, Sales Managers and GM to develop action plans to correct performance as necessary. Understands the psychology of Internet customers and works with them accordingly to draw them into the store for proper vehicle demonstration and to close the transaction. Communicates effectively with Internet customers and prospects according to their preferred method of communication, whether by phone, by e-mail, or in person.
Adheres to the corporate requirements for using the CRM tool. Emails sent through CRM for accurate accountability. Works to increase conversions from leads to shown appointments.
Follows the processes and procedures established to market the Rusnak Auto Group, franchise vehicle inventories, and the lead services used to drive ebusiness to Mercedes Benz of Arcadia. Ensures accuracy of data at all times relative to inventories. Ensures that all PPI is protected at all times in a manner that meets all governmental requirements. Ensures timely reporting of e-business activity to GSM, Sales Managers and GM
Implements the corporate planning process. Works with GSM, Sales Managers and GM to develop the corporate plan. Works with GSM, Sales Managers and GM to evaluate performance and develop strategies for improving the performance against the corporate plan. Analyzes current market conditions.
Communicates effectively with Internet customers and prospects according to their preferred method of communication, whether by phone, by e-mail, or in person. Has thorough knowledge of all dealership products and services. Satisfies the transportation needs of Internet-generated customers. Sells/leases and delivers a minimum of 15 units per month. Directs customers to product information resources, including those available on the Internet. Assists customers in selecting a vehicle. Understands the psychology of Internet customers and works with them accordingly to draw them into the store for proper vehicle demonstration and to close the transaction. Checks e-mail frequently and responds to inquiries immediately. Delivers messages intended for other departments promptly. Notifies customers that their messages have been forwarded to the appropriate personnel for prompt attention. Handles all Internet sales inquiries personally. Coordinates Internet promotions with other dealership sales promotions and advertising. Ensures that the Web site address is prominently displayed throughout the dealership, e.g., on business cards, flyers, pens, and all dealership advertising. Researches auto-buying services on the Internet and acts as liaison with any services the dealership uses to promote its site or advertise. Works with webmaster to update the Web site frequently to attract new and repeat visitors. Takes photos of dealership inventory for use on the dealership site. Maintains an ongoing customer database to capture repeat business. Knows and understands the federal, state, and local laws which govern retail automobile sales. Establishes personal income goals that are consistent with dealership standards of productivity, and devises a strategy to meet those goals. Keeps abreast of new products, features, accessories, etc., and their benefits to customers. Attends product and sales training as requested by sales manager. Schedules first service appointment. Calls every customer back after sale. Attends all sales and manager meetings as requested. Maintains professional appearance at all times. Must maintain CSI at Regional and National average. Business, actively utilizing the bidding process. Solicits commercial fleet and Broker accounts. Ensures quality deliveries of all Internet sales. Must Clock In and Out at all times. Must clock In and out for Lunch at all times. Supplies new/used-vehicle department manager with monthly forecasts of Internet car and truck deliveries. Follows up on dealership payment for internet delivered fleet, lease company, and commercial account vehicles routinely. Acts as source for local courtesy deliveries (supplying specifications as needed for orders). Provides out-of-stock service for Internet Sales Retention, broker and fleet accounts and local leasing companies in conjunction with new/used- vehicle department manager. Networks with local community groups such as Rotary, Chamber of Commerce, etc. Nurtures working relationships to generate repeat and referral work. Strives to exceed customer expectations. Communicates effectively with Internet customers and prospects according to their preferred method of communication, whether by phone, by e-mail, or in person. Delivers a professional/exemplary experience through utilization of best core practices. Listens actively and communicates clearly to identify and document concerns. Identifies needs beyond expressed concerns and adopts a consultative-value added” approach. Integrates the “Rusnak Standard” with personal values into all interactions.
Corporate Culture Adoption
Communicates company values, beliefs and norms to team members on an ongoing basis (I.E. The Rusnak Standard). Works with team members in a positive, constructive manner when either party is having difficulties fulfilling the culture. Demonstrates professionalism and passion towards the Brand, the dealerships and associates. Establishes strong and respectful working relationships with clients and associates to enhance the working experience for all constituents. Introduces Clients and associates when appropriate to foster mutual respect and appreciation across business boundaries. Maintains a strong “customer centric” vision while upholding “The Rusnak Standard” in all business dealings. Conducts self in a manner that serves as a role model for other associates and clients at all times.
Seeks out opportunities to enhance personal communication and negotiation skills together with broader self development materials. Studies “product knowledge” materials to improve effectiveness in counseling clients in the proper operation and utilization of the features and benefits of their vehicle towards increasing sales. Studies and understands MFR’s policy and procedure, programs and initiatives and integrates and promotes these in client interactions. Strives to increase knowledge base of the business. Pursues ways to personally improve and grow through continued education or training, taking advantage of courses that are provided by the company.
Demonstrates a willingness to undertake tasks that fall outside of the formal job description – when asked.