A Big Opportunity for ...
Sales, Revenue, Customer Service Management & Team Training:
•Develop and execute sales strategies to increase Body Shop revenues and profitability.
•Build and maintain strong relationships with insurance companies, Lost Adjuster, assessors, corporate fleets, car clubs and dealers, fleet partners, walk-in customer & develop and maintain strong professional relationships with insurance partners.
•Identify external upsell opportunities (detailing, paint protection, etc.), also identify internal upsell opportunities (RMA’s Group Subsidiary cross selling with incentive scheme involve)
•Supervise customer communication from initial contact through delivery.
•Resolve escalations and ensure high customer satisfaction and strong online reviews.
•Monitor customer satisfaction, handle escalations, and ensure smooth communication, Ensure accurate expectation-setting around repair times, costs, and insurance processes. Customer follow-up procedures, including updates during repairs and post-repair satisfaction check-ins.
•Lead and mentor estimators, CRE, and other front-office & Sales staff. Train team members on sales techniques, customer service standards, customer engagement and sales processes, estimating systems (if applicable)
•Manage lead pipelines, estimate follow-ups, and customer conversion processes & Conduct performance reviews and coach staff toward meeting shop KPIs.
Estimating, Repair Planning Oversight, QC & Operations:
•Review estimates for completeness, accuracy, and adherence to OEM repair standards.
•Coordinate with the Body Shop Controller, QC, SA and Technicians to ensure smooth workflow handoffs & Validate parts sourcing strategies (OEM, aftermarket, recycled) for cost efficiency and repair quality.
•Ensure the shop follows OEM repair procedures and safety standards. Verify documentation completeness for audits and insurance standards.
•Support quality control processes to ensure repairs meet customer and industry expectations.
•Ensure all supplements are handled promptly and correctly & Review daily/weekly workflow to identify bottlenecks or delays.
Marketing & Business Development:
•Oversee strategies for lead generation, online presence, and community engagement. Develop promotional partnerships with dealerships, rental agencies, and local businesses.
•Drive marketing initiatives, referral programs, and customer outreach campaigns
•Market survey, social media trending, upskilled sales technique & Monitor online reviews and manage reputation-building activities.