Garage Relationship Manager

4 weeks ago

Birmingham, Birmingham, United Kingdom FixMyCar Full time

Role Overview

We are seeking a skilled Garage Relationship Manager to join our team at FixMyCar, the UK's leading online marketplace linking garages to customers. As a key member of our team, you will play a crucial role in ensuring the success of our garage network.

Key Responsibilities

  • Develop and maintain strong relationships with our garage partners, ensuring alignment with our business strategy and providing guidance on key considerations.
  • Oversee all aspects of client relationships, taking ownership of end-to-end communications to ensure timely proposals and solutions.
  • Understand industry trends, review current relationships for improvement, and identify new opportunities to sustain and grow the garage network.
  • Challenge and constructively contribute to the company's decision-making process, ensuring the prioritization of maintaining and building relationships, improving network health, and maximizing revenue.
  • Ensure compliance with local legislation, HQ, and local policies/procedures, ensuring structure is applied appropriately or providing input into new processes where required to ensure efficiency.

Client & Performance

  • Identify and engage potential clients in the automotive industry to sell garage-related products, tools, and services.
  • Build and maintain long-term relationships with existing clients, ensuring retention by understanding their critical needs, ROI for both parties, and ensuring consistent communication.
  • Build and maintain strong relationships with distributors and key decision-makers at garages to ensure long-term partnerships.
  • Gather client feedback on products/services and collaborate with internal teams to improve offerings and service delivery.
  • Identify areas of potential growth and new business opportunities.

Client & Support

  • Act as the primary point of contact for clients, providing post-sale support and ensuring satisfaction with the solutions provided.
  • Address and resolve any issues or concerns clients may have, be the main POC between FMC and the client, providing timely assistance and support.
  • Analyze client feedback and industry trends to develop and implement new strategies.
  • Evaluate and implement suitable processes to streamline and enhance performance.

Sales

  • Engage with clients to understand their needs, specifically garage-related products, tools, and services to support their stability, growth, and future aspirations, ensuring alignment with internal stakeholders on realistic ability to deliver within suggested timelines.
  • Understand client pain points and create action plans to address these to demonstrate commitment to retention and future partnerships.
  • Provide in-depth presentations and demonstrations of products or services tailored to the needs of the clients in collaboration with internal stakeholders.
  • Consider monthly/quarterly targets and provide regular updates on actions required, pending, and completed activities and input into reporting as required.

Collaboration

  • Using client knowledge (Strengths, improvements, future aspirations) provide direction, guidance, and advice to the Head of Garage Network and associated internal stakeholders to ensure alignment of deliverables, timelines, and risk to business (if any).
  • Create internal communication channels to ensure all stakeholders are aligned on the requirements and timelines for efficient and timely output.
  • Prioritize client needs and communication, as well as competitor movements to ensure FMC is ahead of the curve.

Compliance

  • Ensure all commercial activities are in compliance with applicable laws and regulations.
  • Ensure robust compliance processes to protect sensitive client/business data.
  • Review current processes and implement new processes (as required) to mitigate any risks to the company's systems/data.
  • Operate in line with HQ processes/procedures/approval matrix.
  • Escalate any risks to business as priority to the Head of Garage Network.

Requirements

Experience

  • Proven experience in client relationship management, preferably within the automotive sector.
  • Prior experience of pro-active lead generation.
  • Ability to manage multiple clients and prioritize effectively.
  • Excellent problem-solving skills and the ability to devise solutions.
  • Strong interpersonal and relationship-building skills with networking abilities to drive results.
  • Willingness to partner, collaborate, and influence across functional areas (E.g. Technology and Product).
  • Knowledge of industry trends to build strategy.
  • Willingness to travel to client locations.

Knowledge & Skills

  • Experience with pro-active regional sales and working independently.
  • Skilled in prioritization, planning, change management, influencing multi-functional teams, communication, and training.
  • High level of initiative, creativity, perseverance, and flexibility.
  • Able to influence individuals and explain clearly the rationales for proposals.
  • Good listening and communication skills across all levels.
  • Pro-active and hands-on mentality.

Benefits

  • Fully remote/flexible working.
  • Holidays: 25 days per annum + Birthday Leave (1 day).
  • Private Medical Insurance (70% Company funded).
  • Life Assurance (4x basic salary).
  • Pension: 5.5% Employer contribution (5% Employee contribution).
  • Employee Assistance Programme.
  • Flu vaccinations allowance.
  • Home-based allowance.
  • Eye test allowance.
  • 2 volunteering days.
  • Elective work location change (work from anywhere).
  • Holiday Buy-Back Scheme: Buy 5 days additional holiday (After 1 year's service).

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