What are the responsibilities and job description for the Newcoast Director of Dealer Services position at Newcoast Financial?
OVERVIEW: The Director of Dealer Services is responsible for leading the strategy, growth, and performance of Newcoast’s dealer partner network and internal Customer Care F&I product sales team. This role drives Finance & Insurance (F&I) product penetration and recurring revenue across marine dealerships and MarineMax retail locations. The Director will oversee dealer acquisition and relationship development, sales process design, training and coaching programs, and performance management to maximize profitability and elevate customer experience (FANS). This leader will work cross-functionally across MarineMax & Newcoast to ensure alignment of product offerings, workflows, data visibility, and customer support infrastructure.
KEY RESPONSIBILITIES:
- Actively embrace and promote Newcoast’s mission, vision and values, serving as a role model for the team.
- Establish a high-performance, people-first environment that supports engagement, collaboration, and long-term retention.
- Serve as senior escalation point for customer, dealer, and product concerns; resolve issues professionally and quickly.
- Lead strategic targeting, negotiation, and onboarding of new high-value dealer partners.
- Establish executive-level relationships with dealership ownership, senior management, and OEM partners to strengthen long-term channel loyalty.
- Set annual production targets and performance metrics across dealer channels; monitor results and drive corrective action where needed.
- Standardize F&I sales processes, product presentation, and MenuMetric digital menu utilization to elevate F&I product penetration.
- Lead the Customer Care inside sales team focused on selling protection products to enhance customer ownership experience.
- Develop sales scripts, workflow standards, coaching practices, and performance scorecards to achieve margin and volume goals.
- Partner with Marketing Team to develop outreach programs that drive recurring revenue and re-engagement sales opportunities.
- Ensure exceptional customer satisfaction through timely communication, transparency, and follow-through.
- Partner with product providers to enhance existing offerings and identify new revenue opportunities.
- Collaborate with Technology and Operations to improve CRM (HubSpot), Qlik dashboards, quote workflows, and integration efficiency.
- Evaluate marketplace trends, competitor offerings, digital retailing advancements, and pricing strategies to maintain competitive advantage.
- Proactively resolve customer satisfaction issues while upholding the highest professional and ethical standards.
- Ensure adherence to all company, state and federal laws governing financing, insurance and consumer protection.
- All other duties and responsibilities as assigned to support organizational objectives.
KEY RESULTS:
- Leadership & Culture.
- Compliance & Customer Experience Excellence (FANS).
- Marine Dealer Growth & Activation.
- Customer Care Product Sales Performance.
- Outstanding Internal and External Relationships.
- Newcoast uses E-Verify, an Internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify, including your rights and responsibilities.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.