Mark Ross

1. Leadership and Management:

- Oversee all dealership departments including Sales, Service, Parts, Finance, and Administration.

- Develop and implement strategic plans to ensure the dealership’s long-term success.

- Recruit, train, and mentor department managers and staff to build a high-performing team.

- Foster a positive, inclusive, and customer-focused culture within the dealership.

2. Operations and Performance:

- Monitor and manage the dealership's financial performance, including budgets, expenses, and profitability.

- Set and achieve sales targets for new and used vehicles, parts, and services.

- Ensure efficient and effective operations in all departments, maximizing productivity and customer satisfaction.

- Implement and maintain high standards of customer service in line with BMW and Mini brand expectations.

3. Facility Development:

- Oversee the construction and establishment of the new greenfield dealership, ensuring it meets brand standards and operational requirements.

- Coordinate with architects, builders, and other stakeholders to ensure timely and cost-effective project completion.

- Plan and manage the transition to the new facility, including logistics and operational readiness.

4. Brand and Marketing:

- Develop and execute marketing strategies to promote BMW and Mini vehicles and services.

- Ensure consistent and effective brand messaging across all marketing and customer touchpoints.

- Establish strong relationships with local community organizations and businesses to enhance brand presence and reputation.

5. Customer Experience:

- Champion a customer-first approach across all dealership interactions.

- Implement processes to monitor and improve customer satisfaction and loyalty.

- Address and resolve customer complaints and issues promptly and professionally.

6. Compliance and Reporting:

- Ensure the dealership complies with all legal, regulatory, and manufacturer requirements.

- Prepare and present regular reports on dealership performance to senior management.

- Maintain accurate and comprehensive records of all dealership activities and transactions.

1. Leadership and Strategy:

Vision and Strategy: Develop and communicate a clear vision and strategic plan for the dealership aligned with BMW's corporate goals.

Team Leadership: Lead, motivate, and manage dealership's management team to achieve business objectives.

Performance Management: Set performance goals for all departments, monitor progress, and implement improvement plans where necessary.

2. Financial Management:

Budgeting and Financial Planning: Oversee the development of the dealership's annual budget, ensuring alignment with overall business objectives.

Profitability Monitor financial performance, manage expenses, and ensure profitability of dealership.

Reporting Provide regular financial reports and updates to stakeholders, including BMW corporate offices.

3. Sales and Marketing:

Sales Targets: Set and achieve sales targets for new and pre-owned vehicles, parts, and service.

Customer Relationship Management Ensure high levels of customer satisfaction and retention through excellent service and engagement.

Marketing Strategies: Develop and implement effective marketing strategies to attract and retain customers, leveraging BMW's brand strength.

4. Operations Management:

Process Optimization: Streamline operations to enhance efficiency, productivity, and profitability.

Inventory Management: Oversee inventory levels, ensuring optimal stock levels and minimizing holding costs.

Facility Management: Ensure that the dealership facilities are well-maintained and reflect BMW's brand standards.

5. Human Resources

Staff Development: Promote continuous training and development programs to enhance staff skills and performance.

Recruitment and Retention: Attract and retain top talent, ensuring the dealership has a skilled and motivated workforce.

Employee Relations: Foster a positive work environment and address any employee issues promptly and effectively.

6. Customer Experience

Customer Satisfaction: Implement programs to ensure exceptional customer service and address any issues or complaints.

Brand Ambassador: Act as a key representative of the BMW brand, maintaining a positive image in the community and among customers.

1. Operational Management:

- Oversee daily operations across all dealership locations.

- Ensure efficient and effective processes are in place for sales, service, parts, and finance departments.

- Monitor and optimize operational performance to achieve business goals.

2. Sales Leadership:

- Develop and implement sales strategies to increase market share for each brand.

- Drive dealership sales to meet and exceed targets.

- Foster a high-performance sales culture through coaching, training, and motivation of the sales team.

3. Financial Performance:

- Manage the dealership’s financial performance, including budgeting, forecasting, and financial reporting.

- Analyze financial data to identify areas for improvement and implement corrective actions.

- Ensure profitability and cost control measures are in place.

4. Customer Experience:

- Ensure a high level of customer satisfaction and retention.

- Implement customer service standards and processes that enhance the customer experience.

- Address and resolve customer complaints promptly and effectively.

5. Brand Management:

- Represent the interests of each brand within the dealership.

- Maintain strong relationships with brand representatives and ensure compliance with brand standards.

- Coordinate marketing and promotional activities for each brand.

6. Staff Management:

- Lead, mentor, and develop a high-performing team across all dealership departments.

- Conduct performance evaluations and provide feedback.

- Ensure appropriate staffing levels and facilitate continuous training and development.

7. Compliance and Standards:

- Ensure all dealership operations comply with company policies, procedures, and regulatory requirements.

- Maintain a safe and secure working environment for employees and customers.

- Implement best practices and continuous improvement initiatives.

1. Leadership and Management

- Provide strong leadership and direction to all departments (sales, service, parts, and panel shop).

- Develop and implement strategic business plans to achieve dealership goals.

- Foster a positive and inclusive work environment that promotes teamwork and high employee morale.

2. Sales and Marketing

- Oversee the development and execution of sales strategies to drive revenue growth.

- Ensure the dealership meets or exceeds BMW sales targets and performance metrics.

- Implement effective marketing campaigns to promote the dealership and attract new customers.

3. Customer Experience

- Maintain the highest levels of customer satisfaction and loyalty.

- Implement processes to ensure a seamless and premium customer experience across all touchpoints.

- Address and resolve customer concerns promptly and professionally.

4. Financial Management

- Develop and manage the dealership’s budget, ensuring profitability and cost control.

- Monitor financial performance and implement corrective actions as necessary.

- Optimize inventory management to balance supply with customer demand.

5. Operations Management

- Ensure the efficient operation of the service department and panel shop, maintaining high standards of quality and safety.

- Oversee the recruitment, training, and development of staff.

- Implement and monitor compliance with BMW policies, procedures, and standards.

6. Relationship Management

- Build and maintain strong relationships with BMW representatives, suppliers, and other key stakeholders.

- Represent the dealership at industry events, meetings, and conferences.

- Engage with the local community to enhance the dealership’s reputation and community involvement.

7. Regulatory Compliance

- Ensure the dealership complies with all local, state, and federal regulations.

- Maintain up-to-date knowledge of automotive industry trends and legal requirements.

- Implement and enforce health and safety standards across the dealership.

• Vehicles Sales for 3 years - 1996 - 1998
• Used Vehicle Sales Manager 1998 - 2000
• New Vehicles Sales Manager - 2000 -2001

Dealer Principal - 2001 -2008

1. Strategic Leadership:

- Develop and implement business strategies to achieve dealership goals and objectives.

- Align dealership operations with Toyota’s corporate policies, standards, and best practices.

- Identify market trends and adapt strategies to maintain competitive advantage.

2.Operational Management:

- Oversee day-to-day operations of sales, service, parts, and finance departments.

- Ensure efficient and effective dealership processes and workflows.

- Monitor and manage inventory levels to meet customer demand and financial targets.

3. Financial Performance:

- Develop and manage the dealership’s budget, including revenue, expenses, and profitability targets.

- Analyze financial statements, sales reports, and key performance indicators (KPIs) to make informed business decisions.

- Implement cost-control measures and identify opportunities for financial growth.

4. Customer Relationship Management:

- Foster a customer-centric culture to ensure high levels of customer satisfaction and retention.

- Address and resolve customer complaints and issues promptly and effectively.

- Promote a positive dealership image and reputation within the community.

5. Team Leadership and Development:

- Recruit, train, mentor, and manage a high-performing dealership team.

- Set performance goals and conduct regular evaluations for all departments.

- Encourage continuous professional development and training for all staff.

6. Compliance and Standards:

- Ensure compliance with all legal, regulatory, and Toyota-specific standards and requirements.

- Maintain high standards of health, safety, and environmental practices.

- Uphold the ethical standards and integrity of the dealership.

7. Marketing and Community Engagement:

- Develop and execute marketing strategies to attract and retain customers.

- Represent the dealership at community and industry events.

- Build strong relationships with local businesses and community organizations.