Revenue Operations Manager, Fixter
+ Bonus scheme
3+ days a week in office (White Lion Street, London)
Car maintenance booking platform
Job no longer available
Car maintenance booking platform
21-100 employees
Job no longer available
+ Bonus scheme
3+ days a week in office (White Lion Street, London)
21-100 employees
Company mission
Fixter's mission is to take the hassle out of looking after a car, by providing a complete, affordable, end-to-end service with a world-class customer experience.
Role
Who you are
- Proven experience (3+ years) in managing teams with a demonstrable track record of driving upselling or sales performance
- Excellent leadership, coaching, and mentoring skills with the ability to motivate and inspire individuals to achieve and exceed upselling targets
- Excellent organisational, time management, and problem-solving skills
- Experience working with CRM systems and other relevant customer service software, with the ability to track and analyse sales/upselling performance data
- Results-oriented with a proven track record of achieving and exceeding performance targets, specifically including revenue generation through upselling
- Ability to analyse data and identify trends to drive improvements in both customer satisfaction and upselling effectiveness
- A strong customer-centric approach with a genuine passion for delivering outstanding service while also recognising and maximising sales opportunities
- A proactive and adaptable approach to work in a fast-paced and evolving environment
- Fluency in English is essential; proficiency in French is a significant advantage
What the job involves
- We are seeking a highly motivated and results-oriented Revenue Operations Team Manager to lead and develop our teams of Service Advisors in both the UK and France, with a strong emphasis on driving revenue through identifying and effectively upselling relevant maintenance and service recommendations to our customers
- This is a pivotal role responsible for ensuring our customers receive exceptional service, maximising service opportunities, and contributing to Fixter's continued success in both markets
- You will be instrumental in fostering a collaborative and high-performing environment across both markets ensuring operational excellence, outstanding customer satisfaction, and the achievement of upselling targets
- Recruit, onboard, and train new Service Advisors in both the UK and France, ensuring they are skilled in identifying maintenance needs and effectively communicating their value to customers
- Set clear performance expectations, monitor individual and team KPIs (including upselling conversion rates and revenue generated), and provide regular coaching and feedback specifically focused on enhancing upselling techniques and results
- Conduct performance reviews and identify development opportunities, with a focus on improving the team's ability to educate customers on necessary maintenance
- Foster a positive, collaborative, and engaged team culture across both locations, promoting the sharing of successful upselling strategies and best practices
- Manage team schedules and ensure adequate coverage to meet customer demand
- Address and resolve team conflicts or performance issues effectively and professionally, with a focus on improving overall team performance, including upselling effectiveness
- Ensure Service Advisors adhere to established processes, policies, and quality standards, including protocols for vehicle health checks and presenting maintenance recommendations
- Monitor key performance indicators (KPIs) such as Net Promoter Score (NPS), booking conversion rates, and upselling metrics
- Identify areas for process optimisation to enhance both efficiency and the identification of upselling opportunities
- Collaborate effectively with other departments, including the garage network and technical support, to ensure accurate diagnosis and effective communication of maintenance needs to customers
- Embody a customer-first mindset and inspire the team to build trust with customers by clearly explaining the benefits of recommended maintenance
- Handle escalated customer concerns, including those related to service recommendations, with empathy and a focus on educating the customer on the value of the work
- Analyse customer feedback to identify trends related to service recommendations and implement strategies to improve customer understanding and acceptance
- Ensure consistent and professional communication across all channels (phone, email, chat), with a focus on clearly articulating the necessity and benefits of recommended services
- Serve as a key point of contact between the Service Advisor teams and senior management, providing insights into upselling performance and opportunities
- Prepare and present regular reports on team performance, customer feedback, and key operational metrics, with a specific focus on upselling results and trends for both the UK and France
- Effectively communicate company updates, policy changes, and sales/upselling initiatives to the team
Salary benchmarks
Our take
Fixter is designed to liberate car owners from the stress of booking a high street garage service, supporting easier booking for MOTs, services and car repairs. Bringing together car industry specialists and state-of-the-art digital experts, it has created an offering that both supports independent garages and streamlines car maintenance for drivers.
The company's in-house mechanics personally select each garage it works with, directly negotiates prices with them, and reviews their services on clients' cars to maintain quality. As part of its service, Fixter also collects the vehicle at a location of a customer's choosing and returns it once the job has been completed, adding go tits hassle-free approach.
Since launching in 2017, Fixter has expanded to more than 100 towns and cities across the UK, and its 2022 acquisition by Renault Group will support expansion in France and other European countries in the years to come. With the car service, maintenance and repairs market worth around £30 billion per annum in the UK alone - and fairly untouched by the digital revolution - there is a wealth of opportunity on Fixter's horizon.
Steph
Company Specialist at Welcome to the Jungle
Insights
0% employee growth in 12 months
Company
Funding (1 round)
Nov 2016
$6.8m
SERIES A
Total funding: $6.8m
Company benefits
- A genuine, passionate, friendly and transparent culture (with regular socials - expect everything from laser tag to a pub quiz!) 🥳
- 25 days holiday, plus bank holidays 🌴
- Pension, Private Medical Insurance and training budget 📑
- Cool offices in the heart of London (Angel) 😎
- Flexible hybrid working (3 days per week in the office, 2 days per week from home and the opportunity to spend one month a year abroad!) 🌞
- MacBook laptop
- Discounts on all Fixter services! 👏
Company HQ
The Angel, London, UK
Leadership
Frédéric Dermer
(Deputy-CEO)Ex-Head of Product at BlaBlaCar, and has 20 years experience in entrepreneurship and product management.
Cristian Vrabie
(CTO)Experience in software development and technical directing. Previously Co-founder and Technical Director of Vocalux and everreach.
Limvirak Chea
(CEO)Previously worked at Google, AOL France and Eventbrite. Was CEO of streelife.com and has experience in angel investing and business development.
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