Performance Manager

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Performance Manager

Are you ready to join an innovative organisation redefining the way we buy and sell cars?
We know just how frustrating the hunt for a new job can be. Much like the process of finding the perfect car... But look no further!
Automotive Transformation Group's mission is to make buying cars easy and seamless for consumers, and we want your experience working with us to be just as enjoyable.

We believe in the transformative power of innovation, and with technology at our heart we love drawing on the talent and expertise of our diverse team to enhance our products. As an Automotive Transformation Group colleague, you will be supported and encouraged throughout your progression with us, and we have a wide range of departments you can explore working with.

Join us in helping some of the world's best-known brands improve efficiency, reduce costs, and ultimately offer a first-class consumer experience. Advance your career with Automotive Transformation Group today and like your dream vehicle, you can rely on us to take you places you've always aspired to go.

The Role:

A Performance Manager holds a pivotal role in fostering strong relationships with our key clients, aiding in creating successful outcomes for customers using our products and services and driving performance improvements to meet their evolving needs. Acting as a key point of contact for clients, this individual will have a strong background in data and will collaborate closely with internal teams to optimise performance and deliver exceptional value. The role requires consistent innovation, delivery of data-driven insights and recommendations and aiding in cutting edge solutions that drive long-term success for ATG's customers.

Key Responsibilities:

• Cultivate strong, trust-based relationships with key clients, serving as their key point of contact for all performance-related matters
• Actively create, investigate, interpret & communicate several different data & performance sets; providing full insight & analysis to our customer base in a manner that is easily digestible
• Actively communicate findings, internally & externally, alongside developed & researched suggestions for improvement, evolution and success
• Analyse customer performance data and feedback to identify trends, opportunities, and areas for improvement in product and service
• Act as an Ambassador for Data Driven thinking both internally & externally
• Being accountable for assigned customers & outcomes, including monitoring performance metrics, making constant recommendations and ensuring timely resolution of issues.
• Prepare and deliver regular performance reports to clients, showcasing key metrics, progress against goals, and recommendations for improvement
• Utilise analytical skills and industry knowledge to troubleshoot complex customer issues, identify root causes, and implement effective solutions
• Drive continuous improvement initiatives to optimise client and product performance, professional & marketing services results and overall customer satisfaction levels
• Develop strategic account plans in collaboration with sales and marketing teams, outlining objectives, action plans, and performance targets aligned with customer goals
• Provide training, guidance, and ongoing support to customers on product usage, best practices, and performance optimisation techniques
• Establish key performance indicators (KPIs) and metrics to measure the effectiveness of performance initiatives, and drive continuous improvement efforts
• Generate market leading case studies with your customer base
• Pro-actively investigate, learn & identify future trends that allow for innovation toward future evolution prospects for both product & services
• To be responsible for supporting the Company's Information Security policy and actively assisting the organisation in meeting Data Protection and other legal obligations through proactive measures

Technical Competencies:

• Strong analytical skills and proficiency in data analysis & tools (e.g., Microsoft Excel, Tableau, Google Analytics) to gather insights, identify trends, and measure the effectiveness of customer success initiatives
• Understanding of the technical aspects of products/services offered by the company, including product features, functionalities, and integrations, to effectively communicate value propositions and address customer inquiries
• Strong interpersonal & communication skills across with an ability to communicate with different levels within a business, both internally & externally
• Demonstrated commitment to understanding customer needs, delivering exceptional service, and building long-lasting relationships based on trust and mutual respect
• Proven ability to analyse problems, develop creative solutions, and implement effective strategies to address customer challenges and enhance satisfaction
• Collaborative approach to working with cross-functional teams, leveraging diverse perspectives and expertise to achieve common goals
• Ability to adapt to changing customer needs, market dynamics, and business priorities, adjusting strategies and tactics accordingly to maintain customer satisfaction and loyalty
• Capacity to think strategically and develop long-term plans for account growth, expansion, and retention, aligned with both customer objectives and organizational goals

Behavioural & Personality Competencies:

• Empathetic : Demonstrates empathy towards customer needs and concerns, actively listening and taking appropriate action to address their issues
• Proactive: Takes proactive measures to anticipate customer needs, identify trends and fluctuations in performance and present recommendation, identify potential issues, and implement preventive solutions to avoid problems before they arise
• Reliable : Builds trust and credibility with clients through transparent communication, reliability, and consistently delivering on commitments
• Resilient: Remains calm and composed under pressure, effectively managing challenging situations and resolving conflicts with professionalism and diplomacy
• Innovative: Seeks out innovative solutions to enhance the customer experience through data and drive performance improvements, constantly looking for ways to add value and differentiate the company from competitors
• Results-focused: Maintains a laser focus on achieving customer satisfaction and driving performance improvements that align with organisational objectives and KPIs
• Collaborative: Collaborates effectively with internal teams and external partners to leverage collective expertise and resources in delivering solutions that meet customer needs and exceed expectations
• Adaptable: Adapts quickly to changing customer requirements, market conditions, and business priorities, adjusting strategies and tactics as needed to maintain customer loyalty and retention
• Customer Centric: Displays genuine passion, enjoyment and enthusiasm for data and for serving customers and helping them succeed, going above and beyond to exceed their expectations and build lasting relationships
• Influential : Showcase vision, goals, and leadership qualities in order to provide a positive influence on the products and services offered

Required Experience:

• Minimum 3 years experience in a related field such as Account Management, Marketing Management, Operations Management or a Strategic Planning role
• Demonstrable experience in analysing performance metrics, identifying trends and implementing new initiatives
• Proficient in data visualisation and the use of business intelligence platforms e.g. Tableau
• Previous experiences in the Automotive, Marketing or Technology sector is highly desirable
• Proven experience in cross functional teams driving results in a fast-paced environment
• Strong leadership and managerial skills, with the ability to inspire, motivate, and mentor team members
• Experience in preparing and delivering presentations, reports, and recommendations to senior management and stakeholders
• Experience in managing multiple projects simultaneously and prioritising tasks effectively
• Experience in developing and implementing performance management strategies, policies, and procedures to drive continuous improvement

Salary:

DOE

Location

Home Based/Kent

Department

Sales & Marketing

Position Reports To

Head of Performance, Insight and Marketing Services

Benefits

• 25 Days Holiday plus Birthday Off
• Up to 5 Additional Days Holiday for Long Service
• Company Pension Plan
• Company Bonus Scheme
• Employee Assistance Programme
• EV Car Scheme
• Enhanced Maternity and Paternity
• Regular Socials and Company Events
• Flexible Hours

Job Application Privacy Notice

https://www.atg.auto/site/job-applicant-privacy-notice/

Under the Equality Act 2010, we aim to be an equal opportunities employer and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.