Digital Services Specialist

Job Description

Job Description

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.

The Digital Services Specialist supports approximately 20–25 retailers per region through a combination of on-site and virtual engagement, with travel comprising approximately 80% of the role. This position ensures consistent execution of best practices in lead response, customer engagement, and appointment conversion. Core responsibilities include managing ongoing Region and dealer client communications, tracking and analyzing performance results, and providing timely guidance, support, and solutions to dealership partners.

In addition to performance consulting, this role is responsible for delivering training through webinars, workshops, and in-dealership sessions, as well as contributing to the development and continuous improvement of training curriculum and materials.

The Digital Services Specialist will also support broader program initiatives, including maintaining training platforms, assisting with digital marketing and communication efforts, participating in event planning and content, and supporting online community engagement.

This position requires a balance of consulting, training, relationship management, operational support, and extensive travel to ensure consistent program execution, measurable performance improvement, and a high level of client satisfaction across the retailer network.

Duties and Responsibilities

Account Management

• 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).

• Adapt strategies based on Volvo regional priorities and evolving business needs.

Internet Lead Response Training

• Train dealership teams on structured lead handling processes, including speed-to-lead, personalization, and follow-up cadence.

• Coach teams on executing high-impact Day 1 engagement strategies and long-term nurture processes.

• Ensure effective use of CRM tools, video, text, and email communication to drive engagement and appointments.

• Support implementation of best practices to improve engagement rates and conversion performance.

BDC & Call Center Performance Development

• Evaluate and optimize dealership BDC and call center operations.

• Implement structured engagement processes, including rapid lead response and multi-channel communication strategies.

• Train teams on relationship-based selling, objection handling, and appointment-setting techniques.

• Reinforce accountability through daily lead management processes and performance tracking.

• Provide ongoing coaching to sales leadership, BDC teams, and frontline staff.

In-Retailer Support & Service Delivery

• Conduct on-site and virtual retailer visits to assess performance and deliver training.

• Evaluate lead handling workflows, response times, CRM utilization, and follow-up effectiveness.

• Deliver KPI-driven recommendations and implement best practices within dealership operations.

• Execute post-visit action plans and ensure accountability for sustained improvements.

• Provide hands-on support in lead response management and appointment coordination as needed.

Regional & Internal Collaboration

• Maintain regular presence in regional stores (approximately 4 days per week) to support coordination and alignment and in the Regional offices as coordinated with Region staff.

• Provide consistent communication and weekly 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.

Reporting & Data-Driven Performance Management

• Deliver performance reporting aligned with existing dashboards and data sources.

• Analyze CRM data, lead activity, and performance metrics to generate actionable insights.

• Support refinement and automation of retailer-level reporting.

• Utilize tools such as Pied Piper mystery shops and lead analytics to identify improvement opportunities.

• Provide recurring summaries of performance trends, risks, and opportunities.

Program Execution, Optimization & Flexibility

• Continuously optimize service delivery based on performance trends and dealership needs.

• Adjust focus areas and strategies as business priorities evolve.

• Maintain consistency in program execution while allowing for regional customization.

• Ensure alignment with defined program standards, KPIs, and performance expectations.

Additional Program Responsibilities

• Deliver or assign workshops and training programs across approximately 20–25 retailers per assigned region.

• Provide managed lead handling support, including response management and appointment coordination where required.

• Ensure alignment with OEM standards, KPIs, and program expectations.

• Maintain flexibility to scale services and adjust engagement models based on regional needs.

• Execute high-quality in-dealership and virtual training engagements.

Operational & Administrative Expectations

• Maintain accurate and timely expense reporting in compliance with company policies.

• Effectively manage travel schedules, budgets, and logistics across assigned regions.

• Demonstrate strong organizational discipline in tracking activities, reporting outcomes, and managing time across multiple accounts.

• Ensure proper documentation of dealership visits, action plans, and follow-up progress.

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%.