Job Description

Background: Internet leads continue to grow.An opportunity exists to improve in all aspects of how we handle internet leads.Areas of opportunity include response time, quality of response, follow up, improving customer experience, improving team utilization and effectiveness, process development, lead nurture,etc.

FUNCTIONS:

• Company Expert on Hubspot
• Process all incoming Internet Leads
• Nurture and enhance Active Contact relationships
• Maintain and enhance Sold Contact relationships

• Monitor, Report and Improve Sales CRM utilization and Follow Up compliance
• Monitor, Report and Improve Conversion Metrics
• Monitor and Report FANS Metrics for Sales and Service
• Ensure District Complies with established Company Metrics

RELATIONSHIPS:

• Reports to District President and communicates directly and regularly with HMQ Sales Manager & General Managers
• Coordinates with managers and sales team in all MarineMax locations to fulfill responsibilities
• Coordinate out-of-market leads with other dealers
• Coordinate the back up of duties when unavailable

RESPONSIBILITIES:

Company Expert on Hubspot

• Learn all aspects and functionality of Hubspot
• Utilize Qlik Sales Qualified Dashboard to monitor progress
• Learn, Maintain and Improve Hubspot setup to optimize functionality and relevance for sales team
• Utilize Hubspot Dashboards
  • Utilize to facilitate all responsibilities
  • Provide key metrics and conversion reports to management and sales team

• Be the go to for training on how sales team can utilize systems to help them improve sales

PROCESS ALL INCOMING LEADS

• Enter and/or complete all incoming Internet Leads
  • New – all Manufacturers
  • Pre-owned – MarineMax.com, BoatTrader, YachtWorld, etc.

• Communicate with all incoming Leads
  • Determine how we can help Lead by phone if number is provided or by email if not
  • Qualify or Disqualify Lead as a prospect to purchase a boat
  • Determine if new boat Lead’s boating location is in our area of responsibility
    • Prevent and/or address conflicts with Leads that are not in our area of responsibility
    • Establish relationship with dealers carrying Hall District new brands
    • Forward incoming out-of-market Leads to dealer in other market areas or to sales representative if outside of our area
  • Attempt to set an appointment
  • For Leads that do not respond, set Lead on a defined nurturement track
    • Create routine communications (phone and email) for Leads in follow up track
  • Qualify Leads
    • For qualified Leads, complete "warm" sales turnover
      • If a salesperson needs to call to answer questions
      • If an appointment has been made to meet or talk
      • Obtain contact information for all sales team members to be able to turnover
      • Establish relationships to determine who to turn lead over to based on experience, knowledge, availability, etc
    • Set Leads to Marketing Qualified that are unresponsive (based on established contact attempts that are not responded to) or that are determined not to be a prospects

Process of all “Contact Information” form submissions

• Track forms submitted by Hall District salespeople
• Monitor sales compliance with “Contact Information” form capture process
• Convert submitted forms to Contacts in a timely manner
• Review transfer of existing Contacts to different salesperson
• Review/resolve duplicate Contacts with multiple salespeople assigned to same Contact
• Create/manage immediate response email templates for submitted “Contact Information” forms

Nurture and enhance Contact relationships

• Enhance frequency of communication with Contacts
  • Provide Contacts with valuable content to nurture and improve their desire to purchase products from our company
  • Fill the communication time voids between sales communications to keep our products and company at the top of Contact’s consideration set when they are ready to reengage
  • Improve attendance at company sales events and classes

Nurture and enhance Sold relationships

• Enhance frequency of communication with Sold Contacts
  • Provide Sold Contacts with valuable content to facilitate the enjoyment and maintenance of their boat
  • Fill the communication time voids between sales communications to ensure our Sold customers do not feel forgotten after the sale
  • Improve attendance at company sales events and classes

Monitor, Report and Improve Sale’s CRM utilization and Follow Up compliance

• Provide routine training and mentoring to each sales team member on Hubspot use and optimization to maximize sales and customer satisfaction
• Ensure reengagement leads follow up compliance
• Ensure walk in's and phone leads are entered into hubspot and follow up compliance
• Monitor and insure completeness and quality of each sales team members utilization of Hubspot
• Monitor and Report all CRM Activities by salesperson to sales team and management
• Monitor, Insure and Report sales follow up compliance of all Active Contacts to sales team and management
• Monitor, Insure and Report sales follow up compliance of all Sold Contacts to sales team and management
• Include all CRM utilization reporting and follow up compliance in a Sales Dashboard that is updated and distributed at each weekly sales meeting

Monitor, Report and Improve Conversion Metrics

• Monitor, Report and Improve Conversion Rate by Source
• Monitor, Report and Improve Conversion Rate by Brand
• Monitor, Report and Improve Conversion Rate by Store and by Sale Person

Monitor and Report FANS Metrics for Sales and Service

• Process all manufacturer survey notifications
• Ensure purchase/service survey notification is sent to designated salesperson for follow up
• Monitor and Report on all sources of CSI data for sales and service
  • AimBase / CSI
  • New boat vendors

Personal Development

• Participate in all training and learning opportunities

• Continue to learn industry trends and ideas to strive toward implementing change to drive effectiveness.
• Ensure that personal conduct and company operations meet or exceed standards established by MarineMax
• Develops an ethical and professional reputation in the community
• Utilize Individual Development Plan "IDP"

Housekeeping/Facility Maintenance

• Maintain good personal hygiene and grooming. Adhere to the MarineMax sales department dress code.

Availability

• Attend & participate in the weekly webinar
• Coordinate all absences with the supervisor and communicate to all stakeholders by email calendar showing departure and your expected time of return.

ACCOUNTABILITY:

Individual effectiveness will be measured by review of the performance criteria below

• Ownership and Mastery of all Functions of this Job Description

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