Tesla Motors, Inc Hiring for Customer Experience Manager at Rockville, MD  Full Time

Our Customer Experience
Managers are seasoned retail veterans and naturally charismatic leaders. In
this role, you will be responsible for collaborating with your Store leader to
lead the recruitment, training, development and overall management of a dynamic
store team that will help Tesla accelerate the world’s transition to
sustainable transportation. You will be challenged to support your team
through training, coaching, motivating and analyzing sales performance. You
will be tasked with identifying events in the local market that will maximize
Tesla’s brand exposure and create more Tesla owners. You will be measured and
rewarded by your ability to achieve a cumulative store sales target, drive
optimal team performance, and maintain store operations. To succeed at
Tesla, you must be energetic, highly organized, and hard working. You should
have a passion for sustainable energy and the ability to create exceptional
customer experiences. While individual contributions will be recognized,
teamwork is essential to achieve the highest level of success. We will reward
team players who help others succeed and empower the team around them.

Business Health

• Collaborate
  with Store Manager for a shared understanding and vision of business needs and
  strategies
• Demonstrate
  sales leadership by role playing and having an active selling presence on the
  floor 70% of the time
• Train
  and develop team on sales and delivery processes
• Analyze
  data and collaborate with Store Manager on business strategies and set goals
• Coach
  and motivate team to meet assigned sales, delivery and productivity goals
• Ensure
  team is fluent in all aspects of product knowledge
• Proficient
  in Sales and Delivery Operations with strong collaboration with both Service
  and Operations leadership – Ability to oversee Delivery Operations during
  Manager on Duty Shifts
• Meet
  and Exceed KPI, partner to achieve sales and delivery targets along with
  P&L requirements for location

Customer Experience

• Responsible
  for ensuring all employees provide best in class customer experience for every
  customer
• Manage
  customer escalations quickly and effectively
• Empower
  and guide employees through challenging customer concerns, to make decisions in
  the customers’ best interest while also supporting Tesla’s mission
• Demonstrate
  mastery of presenting, selling and delivering the entire Tesla ecosystem.

Employee Engagement

• Recruit,
  train, and develop employees ensuring all positions are filled in a timely
  manner
• Support,
  implement and provide follow-up for all training
• Continually
  evaluate the performance of each employee and provide in the moment feedback to
  drive results
• Ensure
  all employees adhere to Tesla policies and procedures
• Address
  and resolve all people issues in a timely and effective manner, partnering with
  the Store Manager and Human Resources effectively

Brand Standards

• Ensure
  facility maintenance and showroom presentation adhere to the brand standard
• Control
  store expenses continually striving to reduce costs
• Ensure
  all employees align with Tesla’s Dress Code and Grooming Guidelines

• Bachelor’s degree or equivalent
  work experience
• 2+ years applicable experience
  with proven track record to meet or exceed goals
• Self-starting entrepreneur with
  exceptional management skills and great attention to detail
• Ability to prioritize multiple
  projects and adhere to business-critical deadlines
• Excellent written and verbal
  communication skills
• Dedicated and ethical approach to
  sales and sales operations
• Ability to develop collaborative
  relationships and act as a well-respected, trusted partner that others
  want to work with
• Ability to work evenings and
  weekends in a retail environment
• Ability to relocate as needed
• Valid driver’s license in the
  country in which you are applying, 2-year minimum driving record required
  with a clean driving history
• Ability to obtain appropriate
  state licensing, where applicable