Position Summary
The General Manager (GM) at a Mercedes-Benz of Northern Arizona is responsible for overseeing all aspects of dealership operations, including fixed and variable / sales operations. Ensuring profitability and maintaining alignment with the high standards of LAPIS and the Mercedes-Benz brand is paramount. This role requires a dynamic self-starting leader who would like to run his/her own profit center. At least 5 years of experience as a GM with Mercedes-Benz or an equivalent luxury (Porsche, Audi, BMW, Land Rover, Lexus) brand and a strong focus on sales, customer satisfaction, team management, and operational efficiency are minimum prerequisites. An ideal candidate should be confident to present their sales, service and margin success as a part of the application process.
Responsibilities
1. Leadership and Strategic Planning
- Develop and implement business strategies to meet or exceed sales, service, and financial performance targets.
- Provide vision and leadership to department managers (Sales, Service, Parts, and Finance) to ensure cohesive operations.
- Set and communicate clear goals.
- Foster a positive work environment that promotes teamwork and excellence.
- Mentor and development management staff and team members to reach their full potential.
2. Sales and Marketing
- Drive new and Pre-Owned vehicle sales by setting and achieving monthly, quarterly and annual targets.
- Oversee the execution of high-impact marketing campaigns, including digital, social media, and in-store promotions.
- Monitor competitive trends and adjust strategies to maintain a market-leading position.
3. Financial and Operational Oversight
- Manage dealership budgets, expenses, and profit margins to ensure sustainable growth.
- Monitor and optimize inventory management for new and pre-owned vehicles.
- Review and approve financial transactions, including vehicle financing and warranty programs.
4. Customer Experience
- Ensure every customer interaction reflects the luxury and quality associated with the Mercedes-Benz and LAPIS brands as well as the finest hospitality brands in the world.
- Monitor and improve key customer satisfaction metrics.
- Address escalated customer concerns promptly and professionally.
5. Service and Aftersales Excellence
- Oversee the service department to ensure timely, high-quality maintenance and repair services.
- Promote and manage aftersales programs such as ServiceCare, Extended Warranties, and OEM parts sales.
- Drive customer retention through proactive follow-ups and loyalty programs.
6. Compliance and Standards
- Ensure the dealership meets Mercedes-Benz's facility standards, including showroom appearance, branding, and layout.
- Stay updated on and enforce compliance with all legal, financial, and operational regulations.
- Maintain staff certifications and training in line with Mercedes-Benz requirements.
7. Team Development
- Recruit, train, and retain high-performing staff at all levels of the dealership.
- Foster a culture of excellence, collaboration, and accountability among employees.
- Conduct regular performance reviews and provide coaching for improvement.
Qualifications
- Minimum of 5 years of management experience within the luxury automotive industry, preferably with Mercedes-Benz.
- Strong financial acumen with a track record of managing budgets, expenses, and profitability.
- Exceptional customer service skills and a deep understanding of luxury client expectations.
- Ability to lead and motivate diverse teams toward common goals.
- Knowledge of Mercedes-Benz's products, technology (NetStar), and corporate standards is highly desirable.
- Proficient with CDK systems.
- Outstanding communication and interpersonal skills.
- Bachelor's degree in Business Administration, Automotive Management, or a related field (preferred).
Key Skills
- Leadership: Ability to inspire and lead a team to deliver outstanding results.
- Sales Expertise: In-depth knowledge of automotive sales strategies and techniques.
- Customer Focus: Commitment to creating a first-class luxury customer experience.
- Financial Management: Strong skills in budgeting, forecasting, and profitability analysis.
- Communication: Excellent interpersonal and negotiation skills.
- Problem-Solving: Ability to handle complex issues and implement effective solutions.
Performance Metrics
- Sales performance (new and CPO vehicles).
- Profitability metrics (Gross Profit Per Unit, Parts and Service Gross, Fixed Coverage Ratio).
- Customer satisfaction scores.
- Staff retention and performance levels.
- Compliance with Mercedes-Benz corporate standards.
- Obtaining quarterly Mercedes-Benz margins.