Digital Services Specialist

The Digital Services Specialist is responsible for driving dealership performance and client success across assigned retailer accounts and Regions. This role serves as a strategic partner to dealerships and assigned Regions, delivering structured lead management, Business Development Center (BDC) optimization, and digital sales process training aligned with brand standards and KPIs.

The Digital Services Specialist supports approximately 20–25 retailers per region through a combination of on-site and virtual engagement, with travel comprising approximately 80% of the role. This position ensures consistent execution of best practices in lead response, customer engagement, and appointment conversion.

Core responsibilities include managing ongoing Region and dealer client communications, tracking and analyzing performance results, and providing timely guidance, support, and solutions to dealership partners.

In addition to performance consulting, this role is responsible for delivering training through webinars, workshops, and in‑dealership sessions, as well as contributing to the development and continuous improvement of training curriculum and materials.

The Digital Services Specialist will also support broader program initiatives, including maintaining training platforms, assisting with digital marketing and communication efforts, participating in event planning and content, and supporting online community engagement.

This position requires a balance of consulting, training, relationship management, operational support, and extensive travel to ensure consistent program execution, measurable performance improvement, and a high level of client satisfaction across the retailer network.

• Serve as the primary point of contact for assigned Volvo Regions and dealership accounts.
• Build and maintain strong relationships with Volvo National and Regional personnel, dealer leadership, Marketing managers, BDC managers, and sales teams.
• Conduct regular performance reviews using key KPIs, including lead engagement, appointment set/show/sold rates, and close rates.
• Identify performance gaps and deliver actionable improvement plans aligned with OEM standards (e.g., Volvo Cars USA KPIs).
• Adapt strategies based on Volvo regional priorities and evolving business needs.

• Train dealership teams on structured lead handling processes, including speed-to-lead, personalization, and follow‑up cadence.
• Coach teams on executing high‑impact Day 1 engagement strategies and long‑term nurture processes.
• Ensure effective use of CRM tools, video, text, and email communication to drive engagement and appointments.
• Support implementation of best practices to improve engagement rates and conversion performance.

• Evaluate and optimize dealership BDC and call center operations.
• Implement structured engagement processes, including rapid lead response and multi‑channel communication strategies.
• Train teams on relationship‑based selling, objection handling, and appointment‑setting techniques.
• Reinforce accountability through daily lead management processes and performance tracking.
• Provide ongoing coaching to sales leadership, BDC teams, and frontline staff.

• Conduct on‑site and virtual retailer visits to assess performance and deliver training.
• Evaluate lead handling workflows, response times, CRM utilization, and follow‑up effectiveness.
• Deliver KPI‑driven recommendations and implement best practices within dealership operations.
• Execute post‑visit action plans and ensure accountability for sustained improvements.
• Provide hands‑on support in lead response management and appointment coordination as needed.

• Maintain regular presence in regional stores (approximately 4 days per week) to support coordination and alignment and in the Regional offices as coordinated with Region staff.
• Provide consistent communication and weekly updates to Region staff and internal stakeholders.
• Collaborate cross‑functionally with Enterprise, Digital, Sales, and Field teams to ensure alignment of…