Mercedes-Benz Enquiry Manager

Sytner are seeking a highly driven, detail orientated and commercially focused Enquiry Manager to oversee and manage the inbound and out bound enquiries and prospecting in Mercedes-Benz of Bath.
 
This role is focused on maximising enquiry conversion, delivering exceptional customer response standards and ensuring we capitalise on opportunities in the sales department.
 
You will oversee all inbound sales enquiries, organise and oversee prospecting to existing service customers. With a strong eye for detail and a background in delivering exceptional standards and sales yourself, you will drive improvements in enquiry handling, appointment setting, call coaching and overall conversion performance.
 
This role plays a critical role in ensuring that no sales opportunity is missed and that we deliver a seamless customer journey, while aligning vehicle availability with market demand.

Key responsibilities

Enquiry management and conversion

• Oversee all inbound and outbound sales enquiries, across phone, email, website and third-party platforms
• Ensure rapid response times and professional communication
• Implement structured processes to maximise appointment setting and success
• Monitor and analyse enquiry performance metrics
• Identify trends and set process to continually improve
• Make sure follow up calls are made to ensure customers have received the best possible experience

Coaching, Development and performance Management

• Lead and develop the enquiry function, setting clear expectations
• Coach and mentor the sales team to improve lead handling, customer engagement and conversion.
• Provide regular feedback the senior management team on training opportunities, performance and ensure enquiry standards remain high
• Drive a culture of accountability and customer focus across the department

Systems, Compliance and reporting

• Maintain very high standards of CRM and DMS accuracy, ensuring every customer interaction is recorded correctly
• Produce reports an enquiry performance, conversion rates and operational improvements
• Ensure compliance with FCA regulations, GDPR and internal policies.

About you

This role would suit an individual with a broad knowledge of the motor trade, or other fast paced target driven retail environment. Ideally with an outstanding track record in either sales or sales management. Well-developed leadership and communication skills are also required. You need to be IT literate and have experience of DMS and/or CRM.
 
You will need exceptionally high standards, great initiative and the ability to work in a logical manner and under pressure. You will be able to bring new and innovative ideas into the department and will continue to drive performance, whilst challenging the status quo.

Why Sytner?

Sytner Group are delighted to provide an industry-leading benefits package.

We are passionate about continuous improvement and building an environment where everyone feels valued, appreciated and able to reach their full potential.

• Enhanced Holiday Entitlement – 33 days inc. bank holidays
• Industry-leading Maternity, Paternity and Adoption Pay
• Career Development
• Recognition of Long Service every 5 years
• Discounted Car Schemes
• High Street Discounts
• Discounted Gym memberships
• Cycle to work scheme
• One day a year paid voluntary / community work

At Sytner, our values and the way we behave are important to us. We are committed to creating an equitable working environment where we value and respect every individual's unique contribution, supporting our colleagues to thrive and achieve their full potential.

As part of our commitment to Diversity and Inclusion, you have the right to ask for changes / adjustments to job interviews and the recruitment process. For more information around reasonable adjustments and the recruitment process please click here.

Unsure? Read on…

We represent over 23 of the world's most prestige vehicle brands, across our 140 UK dealerships.

We pride ourselves on ‘Developing Talent and ‘Building Careers’ and our colleagues recently scored Sytner Group an outstanding 89% on our colleague engagement survey.