Vice President of Inside Sales

Company Description

DOWC is a leading provider of F&I (Finance and Insurance) partnership services in the automotive industry, offering a full suite of obligor and administrator services, top-of-the-line products, technology, and training. We understand the importance of leveraging process and technology in the F&I industry to drive revenue and ensure success. Our goal is to provide visibility, transparency, and the tools needed for our partners to build their wealth and achieve their goals. DOWC prides itself on taking care of its employees. We were voted NJ's “Best Places to Work” two years in a row, and we also offer award-winning products! All of our positions are fully on-site in Parsippany, NJ.

Job Summary

The Vice President of Sales and Operations will oversee the strategic and operational management of the sales team for one of our growing brands, ensuring the team is effectively meeting targets while maintaining excellent customer service standards. This role will focus on streamlining processes, driving team performance, and fostering an environment of collaboration and growth. The VP will be responsible for managing the day-to-day functions of the sales team, aligning the department's goals with company objectives, partnering with executive leadership and ensuring operational excellence.

Job Responsibilities:

Lead, mentor, and coach a team of sales professionals, ensuring their alignment with company values, mission, and goals.

Develop and execute long-term strategies to optimize the performance of the sales department, ensuring operational and financial goals are met.

Partner with the Executive Team to align departmental goals and objectives with overall company strategies, helping to guide the direction of the business.

Drive initiatives to increase revenue growth, improve customer retention, and elevate the customer experience.

Use data and analytics to identify key areas for operational improvements, risk management, and process optimization.

Oversee the development, refinement, and implementation of sales processes to maximize efficiency and productivity within the sales department.

Analyze and identify bottlenecks, inefficiencies, or areas for improvement in the sales workflow, then implement corrective actions.

Establish, track, and report on key performance indicators (KPIs) for sales performance, team productivity, and customer satisfaction.

Create and implement sales forecasts, pipeline management strategies, and sales targets for the team, ensuring goals are clear and achievable.

Work closely with the Marketing team to develop targeted campaigns aimed at generating qualified leads and growing the customer base.

Collaborate with the Client Relationship division to ensure a seamless customer experience, proactively addressing client feedback and needs.

Oversee the development of training programs that enhance the sales team’s product knowledge, sales techniques, and customer engagement skills.

Ensure ongoing training and professional development for the sales team to foster continuous learning and growth.

Facilitate training sessions, workshops, and team-building exercises to improve team cohesion and individual performance.

Prepare and deliver regular reports to the Executive Team on the performance of the sales department, including revenue, KPIs, customer satisfaction, and key challenges.

Ensure that all sales data, activities, and client interactions are accurately documented in CRM systems and that this data is utilized to guide decision-making.

Oversee the resolution of complex sales-related customer service issues, ensuring that customer concerns are handled in a timely and satisfactory manner.

Act as an escalation point for difficult or unresolved issues and guide the sales team on how to manage high-stakes situations.

Develop and implement strategies to mitigate customer complaints and improve overall service quality.

Lead the sales team through any changes in processes, technology, or systems, ensuring smooth transitions and minimal disruption to sales activities.

Be proactive in identifying areas where processes, technology, or workflows may require adjustments, driving change initiatives that align with company objectives.

Monitor customer feedback and satisfaction metrics, implementing improvements to ensure high customer retention rates.

Develop and implement retention strategies, collaborating with the Client Relationship team to enhance customer loyalty.

General project management and oversight of the execution of critical business plans.

Required Skills and Experience:

10+ years of director-level inside sales experience is required

Must have experience managing a call center environment

Bachelor's Degree in Business Management or related field preferred

Proven track record of successful business development and process implementation.

Experience managing a team of call center and inside sales professionals.

Excellent negotiation and leadership skills.

Outstanding written and verbal communications skills.

Ability to present KPI data and business reporting to leadership.

Superior customer service skills and ability to maintain a customer-centric mindset.

Excellent organization and time-management skills.

Excellent presentation and training skills.

Automotive warranty or F&I experience preferred but not required

Come join our growing team here in Parsippany! As NJ's Best Places to Work Honoree for two years in a row, we offer:

Competitive compensation

Medical, Dental, Vision, 401k matching, Life Insurance, Medical Expense Card

PTO and Sick Time

Corporate events, team and culture building activities, company trips and more!

DOWC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by law. Applicants who require accommodation to participate in the job application process may contact us for assistance.