The Project Manager is the operational owner of the end-to-end sales funnel for the client. You are responsible for the high-performance execution of a Lead Management Center and a team of MSX Field Consultants deployed at customer sites. Your goal is to maximize lead-to-sale conversion by ensuring seamless handoffs between digital qualification and physical showroom execution.
Core Responsibilities & Deliverables
Lead Management Center (LMC) Operations
- Funnel Management: Define and monitor the lead lifecycle from ingestion to dealer acceptance. Optimize contact strategies (cadence, channel mix, recycling rules).
- Performance Architecture: Own the LMC KPI suite: Speed-to-Lead (STL), Contact Rate, Qualification Rate, and Appointment Set Rate.
- Quality & Coaching: Implement a robust QA framework. Conduct weekly calibration sessions and 1-to-1 coaching to drive conversion and script adherence.
- Workforce Oversight: Manage staffing levels, shifts, and multilingual coverage to meet fluctuating lead volumes and client SLAs.
MSX Field Consultant Management (Remote/On-site)
- Distributed Team Leadership: Manage a team of MSX consultants embedded at customer/dealer sites. Ensure they are executing MSX best practices and client processes.
- Standardization: Ensure "The MSX Way" is applied consistently across all remote projects.
Client Governance & Financials
- Data-Driven Reporting: Lead weekly and monthly performance reviews (QBRs) with the client. Provide actionable insights, not just data dumps.
- P&L Ownership: Manage the project budget. Responsible for monthly forecasting, revenue tracking, and cost control (OPEX/Staffing).
- Continuous Improvement: Maintain a "Process Improvement Log." Proactively suggest workflow automations or CRM enhancements (Salesforce/MS Dynamics) to increase efficiency.
Technical Requirements & Profile
- Experience: 5+ years in Contact Center Management or Sales Operations, specifically within Inside Sales or Lead Management.
- Field Management: Proven experience managing remote/distributed teams (field force or consultants) where performance must be managed via KPIs and remote reporting.
- Industry: Automotive sector experience is highly preferred (understanding of dealer dynamics and OEM sales cycles).
- Systems: Advanced proficiency in CRM (Salesforce/Dynamics) and Business Intelligence tools. Ability to build and interpret performance dashboards.
Key Performance Indicators (KPIs)
- LMC: % Leads contacted < 15 mins; % Qualification Rate; % Appointment Show Rate.
- Field: % Utilization; % Customer Satisfaction; Consultant Activity Compliance.
- Financial: Project Margin %; Forecast Accuracy; Staff Retention.
Soft Skills: High "Persuasion IQ." You must be able to influence both your internal team and external dealer stakeholders who may be resistant to change.