We are currently recruiting for a Sales and Operations Manager for a prestigious client based in Halifax, West Yorkshire.This is.....
We are currently recruiting for a Sales and Operations Manager for a prestigious client based in Halifax, West Yorkshire.
This is a permanent role, and an amazing opprtunity to join a rapidly growing company working in a modern, friendly office environment.
Duties will include, but are not limited to:
Key Responsibilities
- Develop and implement a comprehensive strategy for the client, focusing on sales initiatives, service level processes, HR management, and scalable growth.
- Drive sales activity to maximise commercial opportunities and contribute to profitability.
- Manage and grow new and existing customer activity through telephone, mobile, email, webchat, and reporting channels.
- Ensure prompt and professional responses to all sales leads, quotes, abandoned baskets, and inbound to maximise sales and service performance.
- Implement, develop and manage relevant operational KPIs for the department.
- Collaborate with the Marketing department on marketing initiatives, ensuring alignment with the overall marketing plan and budget.
- Develop and maintain a comprehensive customer database, supported by activity reports and analysis.
- Participate in and assist with organising trade shows, exhibitions, and training events as needed.
- Work with internal teams on the delivery of new product development (ENPD) plans based on customer insights and feedback
Processes & Systems
- Engage with key stakeholders to develop and implement process improvements.
- Collaborate with IT and other departments to enhance internal systems for better data processing, ordering, sales analysis, reporting, and customer service levels.
- Coordinate technical support provision for products and services to ensure exceptional customer service.
- Handle complaints and work with other departments for escalations and resolutions
- Identify and implement ways to improve efficiency and customer service using technology & systems.
Resource / People Management
- Oversee the recruitment, training, and development of personnel across all sales and customer service teams, considering the seasonality trends of the business model.
- Ensure comprehensive induction, training, and personal development plans for all departmental staff.
- Monitor and manage personnel performance, HR processes, and overall wellbeing.
- Develop a winning contact centre team, that is prepared for surges during peak trading times
- Implement means of handling volume, with strategies implemented for additional cover and future weekend support to customers.
Culture & Communication
- Serve as a role model for a quality-first culture, with your team and wider departments
- Work with the wider team to establish a positive, customer-centric, and collaborative culture across the group.
- Contribute to the companys goals and objectives, aiming to improve market share via brand visibility, customer satisfaction, and productivity.
- Maintain clear and effective communication with all relevant internal departments.
- Lead by example.
KPI's:
- Sales (vs Targets)
- Refunds (vs Targets)
- Service Levels (vs Targets)
- Examples; Time in queue/abandonment, Calls/ Emails presented, Average handle time, First response time etc
- Customer Feedback, Ratings and Lifetime value (social media/ Trustpilot)
Team Retention & Development
Required Skills/Experince:
- Proven experience in managing sales and customer service teams, preferably a contact centre environment within retail or home improvement sectors.
- Strong strategic planning an execution skill
- Excellent communication and interpersonal skills
- Ability to drive sales and maximise commercial opportunities
- Proficiency in managing and developing internal systems and processes
- Strong leadership and people management ability
- Growth mindset, can do attitude and willingness to deliver results to improve customer experiences and long term business performance.
Hours:
- Monday to Friday
- 08.30am - 17.30pm
Salary & Benefits:
- Competitive Salary between £30,000 and £40,000 DOE
- 28 days holiday (inclusive of bank holidays)
- Quarterly performance bonus
- Free parking
- Modern and friendly working environment
Click APPLY today to submit your CV for review!
Due to the high number of online applications, if you have not heard from us within 7 days, your application has unfortunately been unsuccessful on this occasion.
