Contract - Commerce Sales Centre Section Manager

At Honda we embrace inclusion in our various policies, so whilst our contracts state that the hours are as required to fulfil the role with a minimum of 35 hours per week, we offer flexibility for when you work.  The regular office hours are 08:00 – 16:00 Monday to Thursday with a half hour lunch break & 08:00 – 13:00 on a Friday.  However, we offer flexibility of when you work with our daily flex-time start of between 07:00 and 11:00 providing that there is no business requirement.

Whilst there is no contractual right to work from home, the flexibility we offer is that you can request to work from home for a maximum of 50% of the working days in any one month, again providing there is no business requirement to attend the office.

Role:

This role leads the Digital Commerce Sales Centre for Honda Motor Europe (UK)’s Automotive business.

You will drive incremental volume and profit through the sale of cars/revenue generating products via the Digital Commerce Sales Centre.

As this role talks directly to customers, team members will be required to work an 8-hour shift between 8am and 6pm, 5 days per week, Monday - Saturday.

Main Responsibilities:

• Manage the start-up of the Sales Centre which will support customers and retailers through the new digital commerce journey. This will include ownership of recruitment, training, development of process flows, and reporting. 
• You will ensure our Sales Centre always delivers an exceptional Honda brand experience, with customers as our No.1 priority. 
• You will contribute to financial and volume performance of the UK Automotive business by delivering against specific targets related to generating revenue and profit from the sale of cars and complimentary products via the Sales Centre.
• You and your team will handle inbound enquiries, outbound lead follow ups, and customer appointments from multiple channels (including telephone, chat, e-mail) with the ultimate intention of supporting customers to transact digitally and directly with Honda. 
• You will assist customers through all elements of the car sales process including account registration, booking test drives, helping customers with valuations, advising on lead times, and helping them choose the best product for them.
• You will be the primary source of support for our retailers on utilisation of the digital commerce platform.
• You are a key player in determining Honda’s future digital commerce roadmap and approach through listening to our customers, having complete clarity on their needs, and communicating clear recommendations back to the business.
• Owner of the relationship between the Commerce Sales Centre and broader customer contact centres which exist in Honda Motor Europe, the UK branch, and Honda Finance. You will work in complete collaboration with the wider business to ensure our customers have a seamless and simple experience with Honda.
• You are passionate about customer data, facts and numbers and will build a reporting suite that allows you to build a clear understanding of the customer and make informed, agile, commercial decisions based on ROI and analytics. 
• You will own the regular reporting of Sales Centre results, ensuring a significant pool of senior stakeholders, including Honda Motor Europe (UK) senior leadership team, are kept fully up to date on performance of your channel.
• You will lead your direct reports, inspiring and coaching them to make our digital commerce sales centre a significant and highly successful part of our future UK Automotive business. 
• Responsibility for the sales centre budget, ensuring our investments always deliver ROI, and meet commercial obligations.

Qualifications, Skills and Experience:

Required: 

• A strong understanding of the new car sales process, with the ability to assist a customer through from enquiry to purchase. 
• A proven track record of generating sales and revenue via a sales centre, preferably supporting digital commerce.
• A genuine and demonstratable passion for customers and the delivery of a superb experience at every touchpoint. 
• A strong team leader able to bring the very best out of your team.
• Outstanding interpersonal skills with experience of communicating complex plans, processes, and results to a wide variety of stakeholders. 
• A clear understanding of channel innovations, future trends, and best practice. 
• Commercially minded and data driven. Able to take insights from analytics and customers and propose future strategies.
• Strong experience with Salesforce service cloud.
• Financially astute, with the ability to manage the Sales centre budgets.
• As this role talks directly to customers, team members will be required to work an 8-hour shift between 8am and 6pm, 5 days per week, Monday - Saturday.

Desirable:

•    Experience of setting up a Sales facility from scratch.

Honda is dedicated to the principle of creating equal opportunities within the workplace for all associates, agency workers, contractors, job applicants and visitors.

Central to this is Honda's commitment to be a fair, discrimination free company that accepts the uniqueness and differences of people around the world and adheres to the principle that all people are created equal and we embrace inclusion with our various policies.  

This commitment comes directly from the Honda Philosophy and belief that we all work together for a common purpose. Honda recruits, hires, trains and promotes into all levels the most qualified/experienced individuals without regard to race, colour, origin, religion, gender, sexual orientation, age, disability or any other protected characteristic.