Parts Retail Manager

Finning International; Cannock; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Annual bonus

Pension up to 7%

Comprehensive benefits

Job summary

Finning (UK) Ltd is seeking a Parts Retail Manager to lead a multi-channel parts sales operation across trade counter, phone sales, click-and-collect, and digital platforms. You will drive growth by strengthening customer relationships and aligning strategy with regional execution.

The role balances sales growth with safe, efficient warehouse operations, developing a capable team, and embedding consistent ways of working using digital technology, data, and AI-enabled tools.

Qualifications

• Proven success within a parts sales, aftermarket, retail, distribution, or customer service environment.
• Experience managing multi-channel sales operations.
• Demonstrated ability to lead and develop high-performing teams.
• Strong experience delivering against sales, customer service, and operational KPIs, with the ability to interpret and present performance data.
• Experience managing warehouse, inventory, logistics, or fulfilment operations.
• Full UK driving licence.
• Strong commercial acumen with a focus on growth and profitability.
• Exceptional customer service and relationship-building skills.
• Strong coaching, performance management and people management capabilities.

Responsibilities

• Lead a multi-channel parts sales operation including trade counter, telephone sales, click and collect, outbound customer engagement, and digital sales platforms.
• Deliver sales and profitability targets through strong customer relationships and proactive business development.
• Monitor and improve key performance metrics including answer rate, call velocity, quote velocity, callback percentage, average order value, and customer retention.
• Identify opportunities to increase customer loyalty, market share, and revenue growth.
• Oversee safe, efficient, and customer-focused warehouse and delivery operations.
• Ensure inventory accuracy and availability through close collaboration with supply chain and distribution teams.
• Manage order fulfilment, invoicing accuracy, returns, exchanges, and reman core processes.
• Resolve customer issues quickly and effectively while maintaining high service standards.
• Lead, coach, and develop a team of approximately ten employees.
• Create a culture of accountability, engagement, collaboration, and continuous improvement.
• Provide clear direction, performance feedback, and development opportunities.
• Promote a strong safety culture and ensure compliance with all company policies and procedures.
• Champion digital tools and technologies that enhance customer experience and team performance.
• Encourage adoption of e-commerce solutions, AI-enabled tools, and other digital initiatives.

Skills

Multi-channel sales

Team leadership

Sales growth & profitability

KPIs performance analysis

Customer service excellence

Data & BI tools

Tools

Excel

PowerPoint

Outlook

Power BI

Job description

Company: Finning (UK) Ltd Number of Openings: 1 Worker Type: Permanent

Position Overview: Finning is accelerating its retail parts growth strategy, creating a more connected, consistent and digitally enabled experience for our customers. These newly created roles offer the opportunity to manage a high-performing, sales-focused team and bring that strategy to life through personal service, digital channels, data and AI-enabled tools.

Job Description: Reporting to the sales leader, the Parts Retail Manager will manage the day-to-day performance of a multi-channel operation spanning trade counter, telephone sales, click-and-collect, e-commerce and proactive outbound engagement. You will translate the agreed strategy into consistent local execution, using digital technology, AI and disciplined sales management to unlock opportunities, strengthen customer loyalty and deliver profitable growth. This is an opportunity for an ambitious manager to balance sales growth with safe, efficient warehouse operations, develop a capable team and build a collaborative regional culture. With clear direction and support, you will deliver visible commercial and operational results while growing your career.

Key Responsibilities:

• Driving Sales Growth & Customer Success Lead a multi-channel parts sales operation including trade counter, telephone sales, click and collect, outbound customer engagement, and digital sales platforms.
• Deliver sales and profitability targets through strong customer relationships and proactive business development.
• Monitor and improve key performance metrics including answer rate, call velocity, quote velocity, callback percentage, average order value, and customer retention.
• Identify opportunities to increase customer loyalty, market share, and revenue growth.
• Leading Warehouse & Fulfilment Operations Oversee safe, efficient, and customer-focused warehouse and delivery operations.
• Ensure inventory accuracy and availability through close collaboration with supply chain and distribution teams.
• Manage order fulfilment, invoicing accuracy, returns, exchanges, and reman core processes.
• Resolve customer issues quickly and effectively while maintaining high service standards.
• Managing and Developing the Team Lead, coach, and develop a team of approximately ten employees.
• Create a culture of accountability, engagement, collaboration, and continuous improvement.
• Provide clear direction, performance feedback, and development opportunities.
• Promote a strong safety culture and ensure compliance with all company policies and procedures.
• Driving Digital Adoption & Continuous Improvement Champion digital tools and technologies that enhance customer experience and team performance.
• Encourage adoption of e-commerce solutions, AI-enabled tools, and other digital initiatives.
• Support the implementation of new retail processes and ways of working that improve efficiency and simplify customer interactions.

Knowledge, Skills and Experience:

• Proven success within a parts sales, aftermarket, retail, distribution, or customer service environment.
• Experience managing multi-channel sales operations.
• Demonstrated ability to lead and develop high-performing teams.
• Strong experience delivering against sales, customer service, and operational KPIs, with the ability to interpret and present performance data.
• Experience managing warehouse, inventory, logistics, or fulfilment operations.
• Full UK driving licence.
• Strong commercial acumen with a focus on growth and profitability.
• Exceptional customer service and relationship-building skills.
• Strong coaching, performance management and people management capabilities.
• Advanced Microsoft Office skills, including Excel, PowerPoint, Outlook, and Power BI.
• Technical knowledge of parts, products, and services within the heavy equipment, construction, industrial, or related sectors.

What We Offer:

In addition to a competitive salary, an annual bonus, 25 days holiday, life insurance, and up to 7% pension, you will benefit from:

• Comprehensive benefits package
• Supportive and collaborative work environment
• Full training and ongoing professional development

Why Join Us:

This is an opportunity to take ownership of local execution within a newly created, growth-focused retail operation. You will manage a sales-focused team, embed consistent ways of working and use digital technology, data and AI to improve customer engagement and performance. With the support of the Regional Sales Leader, you will turn the defined strategy into measurable commercial results and build valuable experience in a developing area of the business.

At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer, and we actively encourage all individuals to express themselves and achieve their full potential. As a company, we continuously strive to enhance our outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, and/or mental or physical disabilities. Furthermore, Finning is committed to collaborating with and providing reasonable accommodations /adjustments to individuals with disabilities. If you require an adjustment/accommodation at any point during the recruitment process, please inform your recruiter. Finning is a forces‑friendly employer having signed the Armed Forces Covenant, and pledges to treat those who serve or have served in the armed forces, and their families fairly.

About Us

Finning is the world's largest Caterpillar dealer delivering unrivalled service for over 80 years. The company sells, rents and provides parts and service for equipment and engines to customers in various industries, including mining, construction, petroleum, forestry and a wide range of power systems applications. Finning employs approximately 14,500 people world-wide and operates in three geographies, with the head office in Vancouver, BC, Canada.

OUR DIVISIONS

Finning International Inc. is the corporate head office of the publicly traded corporation, which is listed on the Toronto Stock Exchange under the symbol: FTT. Finning Canada is the authorized dealer for Caterpillar products in British Columbia, Alberta, Saskatchewan, the Northwest Territories, and a portion of Nunavut. Finning South America is the authorized dealer for Caterpillar products in Chile, Argentina, and Bolivia. Finning UK and Ireland is the authorized dealer for Caterpillar products in the United Kingdom and Ireland. Rental of equipment is facilitated through the dealership locations as well as The Cat Rental Store locations in Finning Canada and Finning South America. OEM Remanufacturing - OEM, a Finning enterprise, is one of North America's most advanced engine and powertrain component remanufacturing providers and is located in Edmonton, Alberta.