Job Description

Job Title: Transaction and Retention Manager

Department: Sales

Reports To: Sales Manager

Salary: OTE 62,000 per annum

Job Purpose

Due to continued growth, TMS Motor Group has taken the strategic decision to bolster our Sales Department management structure with the introduction of a

Transaction and Retention Manager

. This enhanced structure is designed to support the existing management team in fostering a high-performance environment that consistently delivers outstanding customer service.

The Transaction and Retention Manager will play a pivotal role in maintaining operational excellence, supporting the structured customer journey, and ensuring compliance and consistency across all key touchpoints.

Key Responsibilities

Customer Process Management

Ensure all customers entering the showroom follow the structured TMS sales process, as outlined in Profit Box training. Maintain high standards of process adherence to support consistent and efficient customer journeys.

Second Facing and Negotiation

Handle all negotiation stages of the sales process, allowing Sales Executives to concentrate on relationship-building and engagement. Create tailored offer sheets to clearly present finance and purchase options, ensuring transparency and professionalism throughout the negotiation process.

Customer Engagement

Personally thank customers at both the point of order and point of collection to enhance satisfaction and reinforce brand loyalty. Foster regular touchpoints with customers throughout the process, creating a warm and inviting environment that encourages positive relationships and enhances the overall customer experience.

Lost Sales Follow-Up

Contact lost sales leads daily to identify opportunities for conversion or feedback to improve processes.

Service Diary Management

Proactively contact customers with upcoming service appointments to discuss potential vehicle upgrade opportunities. Align upgrade discussions with customer needs and existing vehicle data.

Gateway/Renewal Prospecting

Conduct daily prospecting using available portfolio and Gateway data to identify high-value leads. Book appointments and collaborate with Sales Executives to ensure schedules are filled with meaningful sales opportunities.

ITC Compliance and Administration

Ensure full compliance with all processes related to Finance & Insurance (F&I) sales. Address any issues identified in ITC audits and maintain integrity in financial dealings. Ensure timely and accurate loading of sales to meet regulatory and business standards. Oversee finance document signings and payouts to maintain efficiency and compliance.

Live Enquiry Management

Review all live sales enquiries daily in collaboration with the sales team. Drive proactive and timely follow-up actions to enhance enquiry conversion rates.

A Typical Day in the Role

Your day as a Transaction and Retention Manager will begin with a review of live enquiries and sales activity from the previous day. You'll conduct a short briefing with the Sales Executives, ensuring that they are focused on engaging customers and following up on active leads.

Throughout the day, you'll be second-facing customers, managing price negotiations, and ensuring each customer journey adheres to the TMS process. You'll review lost sales reports and personally follow up with leads to explore conversion opportunities. Between appointments, you'll contact customers due for servicing to discuss upgrade options, contributing to engagement efforts.

You'll also spend time prospecting using renewal data, updating systems, and collaborating with the sales team to fill their diaries with appointments throughout the week to set the department up for success. Regular touchpoints with customers--both pre- and post-sale--will form part of your daily routine to foster exceptional customer satisfaction and long-term relationships.

Towards the end of your day, you will be debriefing with your team as to what actions are outstanding, that all things laid out in the morning briefing has been adhered to and understand where you can support them to find the next sale!

Skills & Experience Required

Previous experience in a dealership sales or business manager role. Strong understanding of automotive sales processes and compliance standards. Excellent communication and interpersonal skills. Ability to lead by example and coach team members. Highly organised with a focus on process adherence and customer satisfaction. IT literate and confident using CRM and DMS platforms. Proactive approach to problem-solving and continuous improvement.

Working Hours

5 working days on a rota basis covering Monday to Friday, 08:30 - 18:00, Saturdays 08:30 - 17:00 and sundays 11:00 - 16:00 ( 2 rotaed days off per week)

On-Target Earnings (OTE): 62,000 per annum

Job Type: Full-time

Pay: Up to 62,000.00 per year

Additional pay:

Performance bonus Quarterly bonus
Benefits:

Company pension Employee discount On-site parking Referral programme
Schedule:

Monday to Friday Weekend availability
Experience:

Business Manager: 2 years (preferred) Automotive industry: 2 years (preferred)
Work Location: In person