Summary of Responsibilities: Pre-Owned Manager

The Pre-Owned Manager is accountable for the profitability, inventory turn, and customer satisfaction of the pre-owned vehicle department. This leader ensures operational excellence across vehicle acquisition, reconditioning, pricing, marketing, sales, and team management – delivering a world-class customer experience while living out our Core Values.

Core Responsibilities

1. LMA – Lead, Manage, and hold the Pre-Owned Team Accountable

• Hire, train, motivate, and evaluate product advisors
• Chair weekly sales meetings
• Enforce accountability to the full Sales Process and CRM (NextUp & Drive Centric)
• Conduct weekly 1-on-1s and performance evaluations (aka growth plans)
• Lead by example in professionalism and culture

2. Sales Performance & Profitability

• Set and achieve monthly/annual sales, gross profit, and expense targets
• Desk deals and support salespeople on the floor
• Greet customers within 10 minutes of arrival
• Hold team accountable to high TPR standards
• Optimize digital marketing, CRM usage, and appointment tracking ( including appt show rate, and close rate, etc )
• Conduct Manager exits for all customer appointments and deliveries to ensure world-class customer experience – building trust with our customers and resolving issues in real time

3. Inventory Management

• Source vehicles through trade-ins, service lanes, auctions, and wholesale tools (V-Auto, Open Lane, Service Drive-thru, Private Sale. etc)
• Ensure all vehicles are evaluated, reconditioned, and online within 5 business days on average.
• Maintain aging at <60 days (retail) and <20 days (wholesale)
• Track and adjust pricing daily with V-Auto

4. Reconditioning & Merchandising

• Oversee recon completion within 5 business days (on average)
• Manage display rotation twice per week
• Ensure OMVIC compliance in pricing and documentation (online & in-store)
• Coordinate delivery and first service appointment at time of sale

5. Compliance & Standards

• Adhere to OMVIC and federal/provincial regulations
• Keep up with OEM programs and financial offers
• Ensure all customer-facing documentation meets regulatory standards
• Adhere to TCUV initiatives