Sr. Director, Client Services Region

Cars Commerce

3d•$175,800 - $219,750•Remote

About The Position

At Cars Commerce, we’re fanatical about simplifying everything about car buying and selling. We do right by our customers and consumers to better connect the industry with simplified and tierless technology to enhance, measure and drive local automotive retail. Whether through our No.1 most recognized marketplace, Cars.com, our industry-leading digital experience, Dealer Inspire, our trade and appraisal technology, AccuTrade, our reputation-based digital wholesale auction marketplace, Dealerclub, or our new Cars Commerce Media Network, Cars Commerce is essential for success in the automotive industry. No one ever travels alone here: at its core, Cars Commerce is collaboration. In fact, it’s built into the very fabric of our shared values. We like to say we Rise Together – putting people at the center of what we do, from consumer to customer to community. Life at Cars Commerce makes it easy when we share the ethos to be Open to All, encouraging open-minded communication because we know diverse thinking yields better outcomes. But critical to our success is Caring to Challengeand Taking Ownership, fueling a competitive spirit in a respectful environment where we think about tomorrow but act today. At our foundation, we have integrity, Doing the Right Thing, even when it’s hard. It’s our shared commitment to these values that makes Cars Commerce a place where growth becomes not only possible, but downright unavoidable. But don’t take our word for it. As a U.S. News & World Report Best Company to Work For in 2024, we're obsessive about the employee experience. We are among the top 20% being declared “Best” of our industry based on six critical factors that are important to employee wellbeing, like quality of pay, benefits, work life balance and more. Reporting to the Vice President of Dealer Success, the Senior Director of Client Services (Regions) leads a regional team of Supervisors and Performance Managers to drive client retention and product penetration. You will be responsible for overseeing the end-to-end employee lifecycle, from interviewing and onboarding to mentoring staff on best practices for high-level digital marketing strategy. The role requires a cross-functional leader who can navigate complex client conflict resolution, iterate on internal processes, and provide accurate business forecasting for the Dealer Inspire and Cars Commerce product suites. Ultimately, you act as the primary advocate for your region, ensuring consistent communication of company directives while identifying opportunities to expand revenue.

Requirements

Excellent communication and analytical skills
Marketing savvy
Ability to enjoy working in a fast-paced environment
Ability to work through conflict resolution both internally and with external clients
Previous management experience
Account management experience
Digital marketing strategy services experience
Ability to provide constructive and consistent feedback to all team members to ensure their further growth within their existing roles
Outstanding presentation & communication skills both over the phone and during in-person meetings
Excellent customer service skills
Must be very organized, punctual, and detail oriented
Fast learner & interested in new technologies
Team building and ability to rally your internal team to achieve company goals
Ability to remain cool under pressure and manage through client conflict
Must have experience within the automotive industry and be able to speak to the needs of this vertical
Availability and willingness to travel up to 25%
Strong knowledge of Leadership and People Management
Strong knowledge of Website Performance/Google Analytics
Intermediate Wordpress knowledge
Strong knowledge of SEO Fundamentals and Principles
Strong knowledge of Paid search/Google Adwords
Strong knowledge of Automotive Dealership Operations
Strong knowledge of Social Media

Responsibilities

Lead the regional team of Supervisors and DI performance managers
Assist the Vice President with forecasting and business growth with market and product penetration across the Dealer Inspire and Cars Commerce library of product
Imagine, document, rollout and iterate new processes and contests to the PFM Teams as necessary
Assist with retention concerns for your territory in cross-functional partnerships with other teams, including digital advertising, SEO, marketplace and beyond
Weekly touch bases with entire team to identify wins and blockers
Provide ongoing training with/PFM Team, maintain detailed knowledge of all new products and digital offerings
Work with PFM team to identify upsell opportunities and build strategy
Mentor on best practices for client management and assist with professional growth
Meet with Supervisor Team in Annual Reviews and provide constructive feedback on performance and growth path
Assist in sales and strategy process for new business development for Dealer Inspire/Cars Commerce
Provide support to PFM in meetings, developing strategy, manage difficult clients/cancellations, bandwidth management
Advocate/communicate with other internal departments for Dealer Inspire products about bigger issues/blockers and process
Ensure consistent communication of company directives for PFM teams
Identify issues and solve for process improvements
Identify staffing needs along with the VP in the region and be a liaison for necessary growth in client facing roles
Support the Interview process outlined by HR for PFM team
On-board new employees to Dealer Inspire in partnership with Regional Trainer
Positive representation of client services to all internal teams
Positive representation of Dealer Inspire to all clients
Ability to build relationships with client and provide insight/guidance to the PFM team related to digital services (and beyond)
Quarterly goal to maintain retention of all clients and products (goal established quarterly)
Identify opportunity for regional growth within the Dealer Inspire product suite/upsell existing products