Job Description

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.

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