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Controller is only one of several dealership management positions available to those who have
the drive, education, and leadership skills required to succeed.
Each department has its own manager who is responsible for providing his or her team with the
information, tools, environment and motivation necessary to achieving their objectives.
The overall responsibility for the reputation, efficiency and profitability of the service
department rests with the SERVICE MANAGER. He or she is responsible for controlling costs,
building a loyal clientele, maintaining good employee and customer relations, setting and
obtaining sales and profit objectives and maintaining service records. This is a demanding management
position that may lead to fixed operations director (in charge of the service, parts and bodyshop
departments), general manager or even dealer principal.
The PARTS MANAGER hires, trains and supervises all department personnel. Controlling inventory,
security, merchandising, displaying and advertising are responsibilities of the parts manager,
as well as interfacing with commercial customers. Like all management positions in a dealership,
it is a demanding, well-paying job that can lead to the position of general manager or dealer
principal.
VEHICLE SALES MANAGERS (i.e. new, pre-owned, fleet, etc.) plan, organize and coordinate the
activities of their respective staffs under the direction of a GENERAL SALES MANAGER, who
ensures that the dealership meets sales objectives. They are responsible for hiring, training
and coaching their staff, as well as planning advertising and promotion strategies.
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There may also be a full-time CUSTOMER RELATIONS AND MARKETING MANAGER who handles those
promotional duties as well as managing "customer contact programs" such as newsletters,
special events, and community relations.
The top management post is GENERAL MANAGER, who is often the dealership owner as well.
He or she is responsible for the successful operation of the entire dealership. This position
requires excellent business management skills and experience in all dealership departments.
Knowing how to pick the right people to be department managers is a key skill and makes their
own success much easier to achieve.
Finally, ultimate responsibilty for the success of the dealership rests with the
DEALER PRINCIPAL or PRESIDENT. Franchises are awarded only to individuals who demonstrate
that they will be good representatives of the manufacturers in their local commuities.
This takes proven automobile experience, management skills, personal integrity and finacial
backing.
Keep in mind that, although many dealerships have been in the hands of a family for generations,
more and more dealers come up through the ranks, starting at the bottom of the dealership
ladder and progressing upward through hard work, talent and ambition. You can, too!
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