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Customer Engagement-Leads TEMPORARY EMPLOYEE

2 months ago


Atlanta, United States Triumph Motorcycles America Ltd. Full time
PURPOSE OF THE POSITION: Triumph is seeking a TEMPORARY Employee for approximately 6 months (Beginning October 1, 2024) to perform the duties of the Customer Engagement-Leads Specialist. The Customer Engagement-Leads Specialist is responsible for the Lead Management System and ensuring leads have a positive brand and dealer experience for Triumph Motorcycles in the United States and Canada. This position uses lead nurturing strategies and ensures all internal and dealer stakeholders are proficient in our lead management system and following lead treatment best practices. The ultimate goal of this position is to progress prospective customers from new leads to new Triumph owners.

MAJOR RESPONSIBILITIES
  • Oversee all activity related to treatment of new leads generated by the Triumph website, events, or paid media.
  • Proficient in Triumphs owned Lead Management System (LMS). Use expertise to appropriately train Triumph sales staff and dealer sales staff, ensure processes are being followed by appropriate dealer staff, and suggest continuous improvements of the system.
  • Make direct contact with leads that have had anything less than an ideal customer experience (not contacted or not satisfied), to ensure their needs are met, including leads assigned to weekly not contacted report.
  • Communicate established best practice recommendations for how new leads are treated, by lead type, for the optimal conversion, to include contact timing, frequency, method, and message.
  • Deliver training for both the LMS System and Lead Management Process.
  • Complete regular (weekly & monthly) lead-related reporting, to include retail conversion and dealer level performance.
KNOWLEDGE, SKILLS AND ABILITIES
  • Knowledge:
    1. General Motorcycle Industry Knowledge
    2. General knowledge of customer service best practice
  • Skills:
    1. Superior verbal communications skills
    2. Superior customer service skills
    3. Detail oriented with ability to multi-task
    4. Careful, established and fine-tuned eye for visuals and art direction
  • Abilities:
    1. Resourcefulness and ability to solve problems independently
    2. Project management skills to coordinate a high volume of projects at any given moment
    3. Develop and nurture strong relationships
    4. Sense emotion of other people and treat them accordingly to best manage interactions
RELATIONSHIPS
  • Internal:
    1. This role works closely with the Marketing and Sales team and dealer staff
    2. This role frequently works with our Central Marketing Team
    3. This role also has regular interaction with various departments such as aftersales and operations
  • External
    1. Maintain relationships and regular communication with vendors, specifically our partner responsible for technical development of our Lead Management System
    2. This role has daily interaction with prospective Triumph customers


AUTHORITY
  • This position has the authority to negotiate development work related to the Lead Management System (assuming final approval by National Sales Manager, GM, and CFO)
  • This position has minimal spending authority on budget lines relevant to lead conversion (assuming final approval by National Sales Manager, GM, and CFO)
  • This position is required to work very independently. However, this position must understand when circumstances require an executive approval be needed on any particular project
EDUCATION
  • Bachelors Degree in marketing, communications, journalism or related field a plus
TRAINING
  • Triumph Academy
  • Immediate training on the job includes a Brand Induction (UK created) to understand the history and vision of the company from a branding perspective
PHYSICAL REQUIREMENTS OF THE JOB
  • 100% office work at a desk or at a conference table / Other times filled with meetings