We are seeking a highly motivated and results-oriented Revenue Operations Team Manager to lead and develop our teams of Service Advisors in both the UK and France, with a strong emphasis on driving revenue through identifying and effectively upselling relevant maintenance and service recommendations to our customers.

This is a pivotal role responsible for ensuring our customers receive exceptional service, maximising service opportunities, and contributing to Fixter's continued success in both markets. You will be instrumental in fostering a collaborative and high-performing environment across both markets ensuring operational excellence, outstanding customer satisfaction, and the achievement of upselling targets.

• Proven experience (3+ years) in managing teams with a demonstrable track record of driving upselling or sales performance.
• Excellent leadership, coaching, and mentoring skills with the ability to motivate and inspire individuals to achieve and exceed upselling targets.
• Excellent organisational, time management, and problem-solving skills.
• Experience working with CRM systems and other relevant customer service software, with the ability to track and analyse sales/upselling performance data.
• Results-oriented with a proven track record of achieving and exceeding performance targets, specifically including revenue generation through upselling.
• Ability to analyse data and identify trends to drive improvements in both customer satisfaction and upselling effectiveness.
• A strong customer-centric approach with a genuine passion for delivering outstanding service while also recognising and maximising sales opportunities.
• A proactive and adaptable approach to work in a fast-paced and evolving environment.
• Fluency in English is essential; proficiency in French is a significant advantage.

Responsibilities

Team Leadership & Development:

• Recruit, onboard, and train new Service Advisors in both the UK and France, ensuring they are skilled in identifying maintenance needs and effectively communicating their value to customers.
• Set clear performance expectations, monitor individual and team KPIs (including upselling conversion rates and revenue generated), and provide regular coaching and feedback specifically focused on enhancing upselling techniques and results.
• Conduct performance reviews and identify development opportunities, with a focus on improving the team's ability to educate customers on necessary maintenance.
• Foster a positive, collaborative, and engaged team culture across both locations, promoting the sharing of successful upselling strategies and best practices.
• Manage team schedules and ensure adequate coverage to meet customer demand.
• Address and resolve team conflicts or performance issues effectively and professionally, with a focus on improving overall team performance, including upselling effectiveness.

Operational Excellence

• Ensure Service Advisors adhere to established processes, policies, and quality standards, including protocols for vehicle health checks and presenting maintenance recommendations.
• Monitor key performance indicators (KPIs) such as Net Promoter Score (NPS), booking conversion rates, and upselling metrics.
• Identify areas for process optimisation to enhance both efficiency and the identification of upselling opportunities.
• Collaborate effectively with other departments, including the garage network and technical support, to ensure accurate diagnosis and effective communication of maintenance needs to customers.

Customer Experience Champion:

• Embody a customer-first mindset and inspire the team to build trust with customers by clearly explaining the benefits of recommended maintenance.
• Handle escalated customer concerns, including those related to service recommendations, with empathy and a focus on educating the customer on the value of the work.
• Analyse customer feedback to identify trends related to service recommendations and implement strategies to improve customer understanding and acceptance.
• Ensure consistent and professional communication across all channels (phone, email, chat), with a focus on clearly articulating the necessity and benefits of recommended services.

Communication & Reporting:

• Serve as a key point of contact between the Service Advisor teams and senior management, providing insights into upselling performance and opportunities.
• Prepare and present regular reports on team performance, customer feedback, and key operational metrics, with a specific focus on upselling results and trends for both the UK and France.
• Effectively communicate company updates, policy changes, and sales/upselling initiatives to the team.

Why Fixter?

• Competitive rewards: Enjoy a competitive salary and bonus scheme, plus pension contributions and life assurance.
• Perks: Benefit from employee discounts on vehicle servicing.
• Growth opportunities: Develop your career with opportunities for progression and ongoing training.
• Work-life balance: Embrace the flexibility of remote working with the option to utilise our London office space.
• Be part of something big: Join a dynamic and forward-thinking company revolutionising the car care industry!

Ready to ditch the commute and drive your career forward?

If you're a highly motivated and customer-focused individual with a passion for the automotive industry and the ability to thrive in a flexible working environment, we want to hear from you! Please submit your CV and a covering letter explaining why you are the perfect fit for this role.