About The Role
We are seeking a highly driven, detail-oriented and commercially focused Enquiry Manager to lead the enquiry management function at Mercedes-Benz of Swindon.
This role is focused on maximising enquiry conversion and delivering exceptional customer response standards.
You will oversee all inbound sales enquiries, prospecting, ensuring every opportunity is handled with precision, professionalism and speed. With a strong eye for detail and a proven track record of coaching and developing teams, you will drive improvements in enquiry handling, appointment setting and overall conversion performance.
This position plays a critical role in ensuring no sales opportunity is missed, delivering a seamless customer journey while aligning vehicle availability with market demand in a fast‑paced premium retail environment.
Key Responsibilities
Enquiry Management & Conversion
* Oversee all inbound and outbound sales enquiries across phone, email, website and third‑party platforms.
* Ensure rapid response times and professional communication aligned with Mercedes‑Benz brand standards.
* Implement structured enquiry handling processes to maximise appointment setting and enquiry‑to‑sale conversion.
* Monitor and analyse enquiry performance metrics including response times, lead quality, show rates and conversion rates.
* Identify trends and opportunities to continuously improve enquiry handling performance.
* Maintain exceptional attention to detail to ensure every enquiry is accurately recorded, followed up and progressed.
Coaching, Development & Performance Management
* Lead and develop the enquiry handling function, setting clear expectations for quality and responsiveness.
* Coach and mentor the sales team to improve lead handling, customer engagement and conversion performance.
* Provide regular feedback, training and performance monitoring to ensure enquiry standards remain consistently high.
* Drive a culture of accountability, precision and customer focus across the enquiry management process.
Systems, Compliance & Reporting
* Maintain high standards of CRM and DMS data accuracy, ensuring every enquiry and interaction is recorded correctly.
* Produce regular reports on enquiry performance, conversion rates and operational improvements.
* Ensure compliance with FCA regulations, GDPR and internal policies.
About You
* Proven experience in sales and F & I.
* Proven experience in automotive enquiry management and lead management.
* Demonstrable success in improving enquiry conversion and sales performance.
* Strong leadership capability with experience coaching and developing teams.
* Exceptional attention to detail with a structured and process‑driven approach.
* Analytical mindset with the ability to interpret enquiry and sales data to drive improvements.
* Experience using CRM/DMS systems and Microsoft Office.
* Highly organised, customer‑focused and motivated to deliver a premium customer experience.
Why Sytner?
Sytner Group are delighted to provide an industry‑leading benefits package.
We are passionate about continuous improvement and building an environment where everyone feels valued, appreciated and able to reach their full potential.
* Enhanced Holiday Entitlement – 33 days inc. bank holidays
* Industry‑leading Maternity, Paternity and Adoption Pay
* Career Development
* Recognition of Long Service every 5 years
* Discounted Car Schemes
* High Street Discounts
* Discounted Gym memberships
* Cycle to work scheme
* One day a year paid voluntary / community work
At Sytner, our values and the way we behave are important to us. We are committed to creating an equitable working environment where we value and respect every individual's unique contribution, supporting our colleagues to thrive and achieve their full potential.
As part of our commitment to Diversity and Inclusion, you have the right to ask for changes / adjustments to job interviews and the recruitment process. For more information around reasonable adjustments and the recruitment process please click here.
Unsure? Read on…
We represent over 23 of the world's most prestige vehicle brands, across our 140 UK dealerships.
We pride ourselves on ‘Developing Talent and ‘Building Careers’ and our colleagues recently scored Sytner Group an outstanding 89% on our colleague engagement survey.
Location
Mercedes‑Benz of Swindon
Drakes Way, Swindon, Wiltshire, Swindon, United Kingdom, SN3 3HT
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