Digital Services Specialist

About the role

The Digital Services Specialist is responsible for driving dealership performance and client success across assigned retailer accounts and Regions. This role serves as a strategic partner to dealerships and assigned Regions, delivering structured lead management, Business Development Center (BDC) optimization, and digital sales process training aligned with brand standards and KPIs.

Responsibilities

• Serve as the primary point of contact for assigned Volvo Regions and dealership accounts.
• Build and maintain strong relationships with Volvo National and Regional personnel, dealer leadership, Marketing managers, BDC managers, and sales teams.
• Conduct regular performance reviews using key KPIs, including lead engagement, appointment set/show/sold rates, and close rates.
• Identify performance gaps and deliver actionable improvement plans aligned with OEM standards (e.g., Volvo Cars USA KPIs).
• Evaluate and optimize dealership BDC and call center operations.
• Train teams on relationship-based selling, objection handling, and appointment-setting techniques.
• Evaluate lead handling workflows, response times, CRM utilization, and follow-up effectiveness.
• Deliver KPI-driven recommendations and implement best practices within dealership operations.
• Maintain on-site and virtual retailer visits to assess performance and deliver training.
• Provide hands-on support in lead response management and appointment coordination as needed.
• Maintain regular presence in regional stores and provide consistent communication and updates to Region staff and internal stakeholders.
• Collaborate cross-functionally with Enterprise, Digital, Sales, and Field teams to ensure alignment of strategy and execution.
• Support integration of vendor services within broader OEM and organizational initiatives.
• Deliver or assign workshops and training programs across approximately 20–25 retailers per assigned region.
• Maintain flexibility to scale services and adjust engagement models based on regional needs.
• Execute high-quality in-dealership and virtual training engagements.

Qualifications

• Bachelor’s degree preferred, or an equivalent combination of education and relevant experience.
• Minimum of 5 years of retail automotive experience; Sales Manager experience strongly preferred.
• Demonstrated ability to lead, coach, and motivate teams to drive performance improvement.
• Strong analytical and problem-solving skills, with experience evaluating workflows and implementing effective solutions.
• Excellent communication skills, with the ability to effectively engage and influence stakeholders at all levels of an organization.
• Proven ability to build relationships, influence decision-making, and navigate complex client environments.
• Solid understanding of organizational operations, change management, and performance improvement strategies.
• Strong project management and organizational skills, with the ability to manage multiple priorities and meet deadlines.
• High level of professionalism, adaptability, and resourcefulness in a fast-paced environment.
• Ability to prioritize competing demands and operate with a strong sense of urgency.
• Comfortable presenting, training, and facilitating discussions with diverse audiences.
• Advanced proficiency in Microsoft Office and general business systems.
• Demonstrated commitment to continuous learning and professional development.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Willingness and ability to travel up to 80%.