PRIMARY OBJECTIVES / JOB SUMMARY
Classic Collisions Business Development organization builds and grows the demand that fills our shops across our national footprint. This role owns consumer demand and the centralized customer engagement function that converts it, for Classic Collision and in support of Ultimate Auto Glass & Electronics (UAG&E).
This is a senior hire reporting directly to the Chief Strategy Officer, with significant exposure to the executive leadership team. The role works in close partnership with Operations and Technology, and is expected to lead cross-functional initiatives rather than advise on them and to build out the function over time.
Note: Critical features of this position are described under the heading below. They may be subject to change at any time due to reasonable accommodations or managements rights to reassign duties and responsibilities of this job at any time.
ESSENTIAL RESPONSIBILITIES / JOB FUNCTION (Other duties may be assigned as necessary)
- Own and grow consumer demand, including insurance and customer-pay, in coordination with Business Development leadership
- Own strategy and performance for the Classic Collision Care Team, the centralized customer contact function, and support the same function at UAG&E
- Own the customer journey from first contact through repair order creation, and close the conversion gaps across it
- Own consumer-facing marketing, including brand, website, digital acquisition, search, and reputation management, across Classic Collision and UAG&E
- Develop the commercial strategy for growth by customer channel, partnering with Operations on execution
- Build the commercial analytics infrastructure needed to identify leading indicators of revenue performance, and define the metrics that matter most
- Evaluate, pilot, and scale customer engagement technology, and manage the associated vendor relationships
- Build the business case for commercial investments, hold them to a defined return standard, and hire and develop the team
REQUIREMENTS OF THE ROLE
- 10+ years in consumer marketing, demand generation, customer experience, or commercial leadership, including meaningful time in a multi-location consumer services business
- Prior experience owning a budget and leading a team; contact center or centralized customer care experience preferred
- A demonstrated record of improving funnel conversion and connecting that improvement to revenue
- Working command of consumer marketing channels and marketing technology
- Analytically rigorous, and able to translate detail into conclusions an executive audience can act on
- Operator mentality, and comfortable building a function rather than managing a steady state
- Automotive, insurance, or field services experience is helpful but not required
- Bachelors degree or equivalent experience
SKILLS / REQUIREMENTS
- Willingness to travel up to 20%, including overnight travel
- Valid driver's license and eligibility for insurance coverage
- Proficient in Microsoft Office, including Word, Excel, Outlook, and PowerPoint
- Ability to write and present to executive audiences and to speak effectively before groups of customers or employees
GENERAL SIGN OFF
This job description should not be considered to imply that these requirements are the exclusive standards of the position. Associate is expected to follow any other instructions and perform any other related duties as may be required by the manager.
Employee Date
Manager Date
Human Resources Date