Senior Manager, Fleet Client Services

Company

Cox Automotive - USA

Job Family Group

Vehicle Operations

Job Profile

Sr Manager, Fleet Client Services

Management Level

Sr Manager - People Leader

Flexible Work Option

Can work remotely but need to live in the specified city, state, or region

Travel %

Yes, 75% of the time

Work Shift

Day

Compensation

Compensation includes a base salary of $89,400.00 - $. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job Description

The Senior Manager of Fleet Client Services will lead and provide direction for the scheduling team to optimize work volumes and staffing levels, ensuring operational efficiency and excellent customer service. Maintains positive relationships with all site/market customers and internal business leaders.

What You'll Do:

The Senior Manager of Fleet Client Services is responsible for managing and growing a portfolio of Fleet Maintenance clients in a high-volume market, potentially encompassing multiple small to medium markets within an assigned geographic territory. The primary responsibilities include client retention and expansion, ultimately driving a continuous revenue stream resulting in high technician efficiency and client satisfaction. Acts as a manager-level escalation point for complex customer issues.

This role is responsible for making decisions and managing accounts to ensure they achieve measurable results from the product, implementing a robust performance management process aligned with organizational expectations and utilizing tools for goal accomplishment.

Here's more of what you can expect when you step up to the plate:

* The Sr. Manager role involves a higher level of strategic leadership, oversight, and responsibility for the overall operation of the department. It includes a more significant focus on relationship management, strategic reporting, and advocating for team needs at a higher organizational level.

* Responsible for meeting and exceeding revenue and customer churn goals for the assigned market(s).

* Build and maintain client relationships and ensure exceptional customer experience.

* Evaluate growth opportunities by client needs and market trends, assess business options to address those needs and make recommendations to leader.

* Work effectively with the national and regional Sales teams to maximize opportunities to provide value to the client.

* Responsible for annual sales targets and customer churn metrics.

* Partner and communicate consistently with Field Operations as they are impacted by changes with client accounts.

* Provide leadership and direction to scheduling team who will coordinate services to meet needs of the client(s).

* Utilizing a deep understanding of the fleet maintenance business and clients' business models, strategically align Cox Automotive's suite of products and services to ensure client success.

* Serves as the key point of contact for both internal and external clients, addressing escalations and inquiries. Cultivate and maintain positive working relationships with clients to ensure superior and positive client experience.

* Monitor client, market and competitor activity and provide feedback to the team leaders on key changes and business needs.

* To identify and work with 'at risk' clients, determining appropriate action plans to turnaround status/performance.

* Using methods provided to closely monitor system 'red flags'/emergencies with clients and take immediate action.

* Attend customer meetings as a Cox management representative.

* Strategically lead and maintain transparent communication by disseminating organization information effectively through comprehensive means, including department meetings, one-on-one sessions, targeted email communications, Teams chats, and regular interpersonal engagements. As a Senior Manager, ensure that communication practices align with the organization's overarching goals, fostering a culture of openness and collaboration across various channels.

* Collaborates with other departments, physical sites, and leadership - ensuring ongoing communication, coordination of activities and a high quality of customer service both internally and externally.

* Visibly demonstrate safety commitment by following all safety and health procedures and modeling the behaviors related to such. Work in cooperation with safety leadership in support of all safety activities aligned with Safety Excellence.

* Perform any other duties assigned

Who you are:

Minimum Qualifications:

* Bachelor's degree in a related discipline and 8 years or more experience in a related field.

The right candidate could also have a different combination, such as a master's degree and 6 years or more experience; a Ph.D. and up to 3 years of experience; or 12 years or experience, or more, in a related field.

* At least 3 years in a…