Executive Manager – Retail Sales

Role Statement :

To lead and manage all GMC retail sales operations, including new vehicle sales, used and certified vehicle sales, vehicle warehouse operations, vehicle administration activities, and new vehicle delivery functions, ensuring achievement of approved sales, profitability, customer satisfaction, inventory management, and business growth objectives. The position is responsible for driving retail sales performance, maximizing profitability, optimizing inventory utilization, enhancing customer experience, ensuring effective utilization of the Kerridge Drive system, supporting the sale of valueadded products and services, maintaining compliance with General Motors standards, and providing strategic leadership to support sustainable business growth and operational excellence. 

Principal Responsibilities:

• Sales Performance & Profitability

1. Develop and implement retail sales strategies, business plans, and operational initiatives to achieve approved new vehicle sales volume, revenue, gross profit, market share, and profitability targets.

2. Direct and oversee showroom sales operations to ensure achievement of approved sales targets, effective customer engagement, and compliance with company and General Motors retail sales standards.

3. Oversee used and certified vehicle operations, including vehicle acquisition, trade-in evaluation, pricing, reconditioning, inventory management, stock rotation, disposal activities, and profitability performance.

4. Monitor and support the achievement of General Motors accessories, warranty extension, AAA membership, and related value-added product sales targets by coordinating with Sales, Parts, and related departments to maximize penetration, customer value, and profitability. • Inventory Management & Vehicle Availability

5. Oversee vehicle warehouse operations and coordinate with Vehicle Ordering & Administration to ensure optimal vehicle mix, stock availability, vehicle readiness, inventory aging control, stock accuracy, and timely allocation of vehicles to support retail sales objectives.

6. Monitor inventory performance and implement corrective actions to improve stock rotation, reduce aged inventory, and support profitability objectives. • Customer Experience & Vehicle Delivery

7. Ensure achievement of customer satisfaction and Net Promoter Score (NPS) objectives through effective management of the sales and vehicle delivery experience.

8. Coordinate with the CRM Department to review customer feedback, Net Promoter Score (NPS) results, customer satisfaction trends, complaint analysis, and customer experience initiatives, and implement corrective actions to continuously improve retail sales performance and customer satisfaction.

9. Oversee the New Vehicle Delivery (NVD) function through the Assistant Manager – NVD to ensure vehicles are delivered accurately, completely, and within approved timelines, and in accordance with established delivery standards and customer experience requirements. 

10. Oversee vehicle administration, traffic processing, sales administration, and retail sales support activities to ensure timely completion of vehicle registration, documentation, invoicing coordination, delivery requirements, and compliance with company procedures. 

11. Ensure customer complaints and service concerns relating to retail sales and vehicle delivery are investigated and resolved in a timely and professional manner. 

• Cross-Functional Coordination 

12. Coordinate with the Service Department regarding used vehicle inspections, reconditioning requirements, technical evaluations, and tire replacement requirements for new and used vehicle inventory.

13. Coordinate with Fleet Sales, Marketing, Finance, Parts, and other internal departments to support retail sales performance, customer satisfaction, inventory optimization, and business growth initiatives. 

• Financial & Business Management

14. Prepare, manage, and monitor the Retail Sales Department budget, operating expenses, and business performance to ensure achievement of approved financial objectives.

15. Review retail sales pricing strategies, promotional campaigns, and commercial initiatives to maximize profitability and market competitiveness.

16. Review departmental financial and operational reports and implement corrective actions where required to improve business performance. 

• Principal (GM) Compliance & Standards

17. Ensure compliance with General Motors standards, programs, training requirements, certifications, reporting obligations, incentive programs, and retail operating guidelines.

18. Maintain effective working relationships with General Motors representatives and participate in principal reviews, business planning activities, performance evaluations, and implementation of principal initiatives. 

• Reporting & Performance Monitoring

19. Ensure effective utilization, accuracy, and compliance of the Kerridge Drive system within Retail Sales operations, and coordinate with the IT Department regarding system enhancements, reporting requirements, user access, process improvements, and operational support.

20. Review and submit accurate operational, sales, inventory, customer satisfaction, and financial reports to management and General Motors within established timelines.

21. Monitor departmental performance indicators and recommend actions to improve operational effectiveness and business results. 

• Leadership & People Management

22. Lead, coach, develop, and evaluate subordinate managers and employees to ensure high levels of performance and engagement.

23. Ensure manpower requirements, succession planning, employee development, workforce capability building, and organizational capability within the Retail Sales Department are aligned with current and future business requirements.

• Continuous Improvement

24. Identify and implement operational improvements to enhance sales productivity, inventory utilization, vehicle delivery efficiency, customer experience, and profitability.

• Compliance and Other Duties

25. Ensure compliance with delegated authorities, internal controls, legal requirements, and ethical business practices.

26. Work according to established policies and professional standards.

27. Comply with all operational, audit and regulatory compliance/AML (if applicable) policies and procedures.

28. Comply with Health, Safety and Environmental policies and procedures to maintain safe working environment.

29. Perform other related duties as assigned and undertake additional duties if required as part of the job role. 

Job Details

Preferred Candidate

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