General Sales Manager - JCT600 Ferrari - Leeds
(2019-05)
- Coordinating Ferrari client experiences, managing foreign travel arrangements and activity programs for guests.
- Hosting clients and guests during events, addressing issues promptly to ensure seamless experiences.
- Supporting Marketing Team in organising client engagement events to attract new prospects and support waiting list management for repeat clients and depositors.
- Managing a new order portfolio with lead times of 12 to 18 months, maintaining client engagement and minimising order cancellations.
- Overseeing used car stock inventory, including valuations and provenance checks, merchandising and stock management.
- Managing used car preparation to ensure Ferrari Approved standards are adhered to while managing internal spend and providing accurate management data for costs and profits.
- Developing and maintaining strong, long-term client relationships to foster loyalty and encourage incremental new car orders.
- Ensured compliance with Brand Standards by adhering to Ferrari systems and processes.
Business Manager - JCT600, Brooklands - Brooklands
(2018-10 - 2019-05)
- Working with four luxury brands – Aston Martin, Ferrari, Maserati and Rolls-Royce.
- Managed Finance and Insurance opportunities to maximise revenue.
- Presented and explained the benefits of insurance products, including GAP Insurance and Tyre & Alloy Insurance.
- Collaborated with Sales Team to enhance opportunities and drive incremental sales.
- Prepared and presented accurate finance quotations to clients.
- Submitted and progressed proposals while requesting supporting documentation and additional information from clients.
- Delivered first-class client experience to foster long-term relationships and repeat business.
- Arranged document signing and proof of identity verification for agreement activation.
- Created a contact plan for opportunities for new car business during production.
- Prospected existing clients for refinancing of end of agreement residual payments.
Service Manager - JCT600 - Aston Martin, Brooklands - Brooklands
(2008-06 - 2018-10)
- Managed a team of two Service Advisors and four technicians, fostering service excellence and prioritising customer satisfaction.
- Implemented customer relationship management strategies to strengthen client loyalty and encourage repeat business.
- Resolved escalated customer complaints, restoring client confidence through professional engagement.
- Analysed customer feedback to identify improvement opportunities, implementing changes to enhance service quality.
- Selected and trained staff, building a knowledgeable and high-performing team.
- Developed contingency plans to maintain service levels during peak periods.
- Coordinated with departments to ensure a cohesive approach to customer service.
- Facilitated teamwork and collaboration, fostering an environment of open communication.
Assistant Service Manager - JCT600 - Aston Martin / Bentley, Leodis Court - Leodis Court
(2008-05 - 2008-06)
- Supporting the Aftersales Manager with driving the team to achieve monthly performance targets.
- Analysing performance reports for key metrics.
- Reviewing and approving purchase invoices and reconciling costs.
- Conducting systems audits to maintain brand standards and improve processes and efficiency.
Workshop Controller - JCT600 - Aston Martin / Bentley, Leodis Court - Leodis Court
(2005-10 - 2008-05)
- Supervised 12 technicians across two separate workshops.
- Ordered parts, scheduled workshop time and minimised unemployed and diverted time.
- Ensured quality repairs were completed on time and within agreed deadlines to reduce vehicle downtime.
- Communicated any unforeseen delays or problems and providing solutions to ensure customer experience was not compromised.
- Carried out quality checks of workshop administration to exceed manufacturer guidelines and audit requirements.
Service Advisor - JCT600 - Aston Martin, Leodis Court - Leodis Court
(2002-10 - 2005-10)
- Ensured customer satisfaction with service quality, contributing to repeat business and positive referrals.
- Resolved customer issues and complaints with quick-thinking problem-solving.
- Managed customer queries and concerns with professionalism and patience, fostering loyalty and trust.
- Advised customers on maintenance schedules and recommended services for vehicle longevity.
- Identified and recommended additional services to customers, enhancing their experience and driving sales growth.
- Prepared detailed estimates for repairs and services, obtaining customer approval prior to commencing work.
- Communicated well with workshop, parts and valeting teams to maintain smooth servicing operations.
- Delivered efficient workshop scheduling to meet customer expectations and achieve loading targets.
Customer Service Advisor - Forthright Finance Limited
(1997-03 - 2000-02)
- Managed inbound customer service calls, resolving queries efficiently and maintaining high satisfaction levels.
- Delivered excellent customer service by proactively resolving customer queries and ensuring satisfaction.
- Assisted customers with product-related questions and addressed feedback and complaints effectively.
- Maintained up-to-date knowledge of product offerings, promotions, and policies.
Admin/Accounts Assistant - JCT600 - Aston Martin / Bentley, Leodis Court - Leodis Court
(2000-03 - 2002-10)
- Processed and verified accounts payable invoices, ensuring timely payment and compliance with financial protocols.
- Reconciled monthly bank statements, identifying and rectifying discrepancies to ensure financial record accuracy.
- Checked and audited deal files and managed audit compliance.
- Maintained and updated customer database to ensure accuracy and adherence to data protection regulations.
- Supported the Sales Team with all Sales Administration to ensure customer service excellence.
Administration Assistant - Green Flag Limited
(1994-06 - 1997-03)
- Provided high level of administrative support, including copying, faxing and document distribution.
- Handled client correspondence and internal communications in professional manner.
- Answered phones and performed clerical office functions to address queries, concerns and issues, escalating complaints to management.
- Responded to incoming requests for information or forwarded to appropriate individual.
- Worked within a call centre during periods of high call volume, logging customer queries, providing support and distributing tasks to subcontractors for domestic emergencies such as heating failure or water leaks.
