General Manager

4 days ago

Flagstaff, United States Mercedes-Benz of Northern Arizona Full time

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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