Position Summary:
The S. Dilawri Automotive Group is currently looking to hire an experienced Automotive Internet Sales Manager. The Internet Sales Manager is responsible for overseeing all digital and phone‑based customer interactions, ensuring rapid response to Internet leads, high‑quality inbound/outbound call performance, and strong CSI follow‑up. This role drives appointment volume, supports sales performance, and protects the dealership’s customer satisfaction metrics.
Key Responsibilities:
- Internet Lead Management — Manage all online inquiries from OEM sites, dealership websites, third‑party lead providers, and social channels. Ensure fast response times and consistent follow‑up to maximize appointment conversion.
- Phone Call Oversight — Monitor inbound sales calls, coach staff on scripts, ensure proper call handling, and maintain strong outbound follow‑up to unsold leads, missed opportunities, and previous customers.
- CSI Follow‑Up — Conduct post‑sale and post‑service outreach to confirm satisfaction, resolve concerns before OEM surveys, and maintain high CSI scores.
- CRM Management — Oversee CRM accuracy, enforce task completion, maintain lead progress visibility, and generate daily/weekly performance reports.
- Appointment Setting — Drive appointment volume through structured follow‑up, personalized communication, and confirmation processes.
- Team Leadership — Train, coach, and supervise BDC agents or sales staff on communication standards, scripts, objection handling, and follow‑up cadence.
- Performance Reporting — Track KPIs such as response time, contact rate, appointment set/show/sold ratios, and CSI trends.
Required Skills & Qualifications:
- Experience with automotive CRM systems
- Strong written and verbal communication skills
- Ability to coach and motivate a team
- High attention to detail and follow‑through
- Understanding of OEM CSI programs and survey structures
- Prior experience in automotive BDC or Internet sales preferred
Key Performance Indicators (KPIs):
- Lead response time (goal: under 10 minutes)
- Contact rate and appointment set rate
- Appointment show rate
- Sold units from Internet/phone leads
- CSI score improvement and survey completion rate
- CRM task completion compliance
S. Dilawri Automotive Group is the leading automotive retailer in Eastern Ontario with over 400 employees and 10 dealerships located in Ottawa. We pride ourselves on having the top performing dealerships for all our brands.
S. Dilawri Automotive Group is committed to creating a diverse environment and is proud to be an equal opportunity employer. While we sincerely appreciate all applications, only those candidates selected for an interview will be contacted.
Pay: $70,000.00-$80,000.00 per year
Benefits:
- Dental care
- Disability insurance
- Life insurance
- On-site parking
Language:
Licence/Certification:
- G Driver License (required)
Work Location: In person
