Website Performance Manager | Team Charlie-Lima-Romeo

As a Website Performance Manager (WPM), you are the Website relationship owner for our automotive dealership clients. You will transform from the traditional ‘reactive’ to a ‘proactive’ mindset and will drive the vision and delivery of our website products. You will support and respond to all dealership inquiries quickly, solving most issues instantly. The customer will always feel as though you are there to help them. You will be responsible for product retention, while presenting both revenue and non-revenue generating enhancements. You will assist with portfolio application growth, finding ways to expand the relationship while also monitoring and maintaining customer happiness.

The Ideal Candidate has automotive digital marketing, automotive agency, and/or automotive retail management experience coupled with a solid understanding of dealership operations and strong working knowledge of website strategy and advertising.

This is a full-time, remote, salaried position. Candidates must reside in the Continental, U.S., Mountain or Pacific time zones highly preferred but ALL welcome to apply who can support 8:30AM-5:30PM (PST) business hours.

Roles & Responsibilities

• Build and maintain relationships with a portfolio of clients and ensure customers’ needs are the driving force behind every priority, decision, and activity
• Responsible for a full and/or complex account load
• Speak with customers to understand and articulate user problems that Team Velocity is uniquely positioned to solve, while triaging and prioritizing bugs and issues
• Execute monthly reporting with your customer to ensure a healthy and satisfied relationship. Reporting capabilities include, KPIs (engagement rates, lead submissions, and behavior), Google Analytics, Search Engine Optimization (including SME where applicable), and priorities and expectations provided by the customer
• Assess, prioritize, and present new feature requests received from your customers to leadership
• Communicate priorities, timelines and deadlines to the customer demonstrating responsiveness and providing guidance they need, not just what they ask for
• Leverage Salesforce to create product backlogs, track cases, and monitor team efficiency
• Work with your Customer Success counterparts to drive portfolio application growth via opportunities for upsell, expansion and upgrades, to ultimately increase the lifetime value (LTV) of your customer
• Responsible for external client retention by working independently to effectively managing the progress and results of all accounts assigned within their portfolio
• Collaborate with inter-departmental divisions (digital, creative services, etc.) coordinating priorities and requests needed to support both reactive and proactive support, and to provide streamlined service for the dealer
• Provide recommendations regarding site performance and enhancements in the form of creative services, third-party advisements, design responsiveness, and more

Key Performance Indicators
KPIs are measured so that we can be sure the division is moving in the right direction at the right speed:

• Retention (Retention Rate)
• Expansion (Revenue per Customer)
• Engagement (Average Response Rate)
• Adoption (Utilization)
• Advocacy (NPS Survey Results)

Qualifications

• BS/BA in related discipline OR an equivalent combination of education and work experience
• A minimum of 2-3 years’ progressive and successful experience in retail automotive digital strategy, automotive agency and/or automotive retail management experience
• Demonstrated understanding of dealership operations, proven experience and demonstrated ability to effectively work with all levels within the dealership, required
• Demonstrated working knowledge of digital marketing strategy for websites and advertising (SEM, display, SEO, Google Ads, Bing, etc.), required
• Google certifications (Ads, Analytics, Video, Mobile, etc.)
• Demonstrated written, verbal, and phone communication, and interpersonal skills
• Demonstrated customer service skills and outstanding relationship management capabilities
• Highly motivated self-starter capable of working in a team environment
• Personal qualities and style requirements include possessing high energy, enthusiasm, resilience, determination, proactiveness, relentlessness and being highly driven
• Demonstrated knowledge in using Salesforce
• Proficient with MS Office – Word, Excel & PowerPoint
• …