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Account and Loyalty Sales Specialist
1 month ago
Nelson, Lancashire, United Kingdom Daisy Communications Limited Full time{"h1": "Account and Loyalty Sales Specialist", "p": "As a key member of our team, you will play a vital role in defining and executing retention strategies to minimize loss and identify opportunities for growth through technology migration, upgrade, and cross-sell. You will work closely with our managed base to promote retention and upsell, and assist with...
Sales and Loyalty Advisor
2 months ago
Role Overview
As a key member of the Daisy Communications team, you will play a vital role in driving customer retention and growth. You will be responsible for proactively engaging with customers to maintain revenue and expand their product set, while also identifying opportunities to maximize growth and revenue through cross-selling and upselling.
Key Responsibilities
- Customer Engagement: Proactively contact and manage a portfolio of customers to maintain revenue and grow their product set.
- Product Knowledge: Develop and maintain a deep understanding of Daisy Communications' products and tariffs to provide expert advice to customers.
- Communication and Collaboration: Communicate effectively with internal stakeholders, including Field Account Managers, to ensure seamless customer service and retention.
- Problem-Solving: Establish suitable resolutions for customers and the business in a timely manner, while identifying opportunities to improve processes and procedures.
- Cross-Selling and Upselling: Identify opportunities to maximize growth and revenue through cross-selling and upselling, referring customers to specialist sales teams as necessary.
- Process Improvement: Identify and escalate process issues, offering suggestions and ideas for suitable resolutions.
- Customer Loyalty and Retention: Work in synergy with other departments to increase customer loyalty and reduce churn.
- Business Objectives: Deliver against key business objectives, business service level agreements, and individual key performance indicators.
- Documentation and Reporting: Ensure clear, concise, and comprehensive notes are entered onto the system after each customer contact, with relevant documents attached where necessary.
- Security and Compliance: Be vigilant for possible fraudulent activity and raise a security incident report using the template accessible via the corporate Intranet, as necessary.
- Average Customer Spend: Maintain and improve average customer spend through effective opportunity management.
- Strategic Alignment: Collaborate with the Head of Sales to align department goals with the overall sales strategy and business objectives.
- Industry Trends and Competitor Activity: Stay updated with industry trends, competitor activities, and technological advancements to adjust strategies accordingly.
Qualifications and Skills
- Fast-Paced Environment: Ability to work within a fast-paced environment within the service industry.
- Data Analysis: Ability to understand, analyze, and interpret data.
- Issue Ownership: Take ownership of issues and follow through to conclusion.
- Flexible Approach: Can-do attitude with a flexible approach to work.
- Relationship Building: Ability to build and maintain good working relationships with both internal and external customers.
- Telephone Manner: Excellent, assertive, and controlled telephone manner.
- Professionalism: High level of professionalism.
- Communication Skills: Excellent communication skills - both verbal and written.
- Sales Experience: Proven experience in achieving sales targets in telecommunications or a related industry.
- Customer Retention: Demonstrated expertise in creatively retaining customers and implementing innovative solutions.
