Project Manager - Lead Management & Field Performance

MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement. With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.

The Project Manager is the operational owner of the end-to-end sales funnel for the client. You are responsible for the high-performance execution of a Lead Management Center and a team of MSX Field Consultants deployed at customer sites. Your goal is to maximize lead-to-sale conversion by ensuring seamless handoffs between digital qualification and physical showroom execution.

Core Responsibilities & Deliverables

Lead Management Center (LMC) Operations

• Funnel Management: Define and monitor the lead lifecycle from ingestion to dealer acceptance. Optimize contact strategies (cadence, channel mix, recycling rules).
• Performance Architecture: Own the LMC KPI suite: Speed-to-Lead (STL), Contact Rate, Qualification Rate, and Appointment Set Rate.
• Quality & Coaching: Implement a robust QA framework. Conduct weekly calibration sessions and 1-to-1 coaching to drive conversion and script adherence.
• Workforce Oversight: Manage staffing levels, shifts, and multilingual coverage to meet fluctuating lead volumes and client SLAs.

MSX Field Consultant Management (Remote/On-site)

• Distributed Team Leadership: Manage a team of MSX consultants embedded at customer/dealer sites. Ensure they are executing MSX best practices and client processes.
• Standardization: Ensure "The MSX Way" is applied consistently across all remote projects.

Client Governance & Financials

• Data-Driven Reporting: Lead weekly and monthly performance reviews (QBRs) with the client. Provide actionable insights, not just data dumps.
• P&L Ownership: Manage the project budget. Responsible for monthly forecasting, revenue tracking, and cost control (OPEX/Staffing).
• Continuous Improvement: Maintain a "Process Improvement Log." Proactively suggest workflow automations or CRM enhancements (Salesforce/MS Dynamics) to increase efficiency.

Technical Requirements & Profile

• Experience: 5+ years in Contact Center Management or Sales Operations, specifically within Inside Sales or Lead Management.
• Field Management: Proven experience managing remote/distributed teams (field force or consultants) where performance must be managed via KPIs and remote reporting.
• Industry: Automotive sector experience is highly preferred (understanding of dealer dynamics and OEM sales cycles).
• Systems: Advanced proficiency in CRM (Salesforce/Dynamics) and Business Intelligence tools. Ability to build and interpret performance dashboards.

Key Performance Indicators (KPIs)

• LMC: % Leads contacted Field: % Utilization; % Customer Satisfaction; Consultant Activity Compliance.
• Financial: Project Margin %; Forecast Accuracy; Staff Retention.

Soft Skills: High "Persuasion IQ." You must be able to influence both your internal team and external dealer stakeholders who may be resistant to change.

Working pattern and location

• 40 hours per week
• Monday-Friday

With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans:

• Consumer Engagement
• Parts, Accessories & Service Performance
• Actionable Insights
• Diagnostics & Repair Enhancement
• Warranty and Repair Efficiency
• Technical Information
• Learning Solutions
• Sales Performance

Building trust since 1931, our proven track record means that we now partner with almost every car manufacturer on the market.

The MSXI Purpose

To empower Movers and Makers to thrive in our ever-changing world

The MSXI Mission

To harness our expertise in mobility, the creativity of our global teams, and the power of technology, to craft tailored and innovative solutions

The MSXI Vision

To enhance every journey in the world of mobility

MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.

MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy. 

MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy. 

MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.