Sales and Customer Support Manager

4 weeks ago

Leeds, Leeds, United Kingdom Woodlands Home & Garden Group Full time

Position Overview: As a vital member of the management team at Woodlands Home & Garden Group, you will play a crucial role in overseeing the performance and growth of our sales and customer support divisions. Your primary focus will be to ensure that sales targets, customer service standards, and key performance indicators (KPIs) are consistently achieved and surpassed.

Key Responsibilities:

  • Lead the development and execution of a comprehensive strategy for the sales and customer support channels, emphasizing sales initiatives, service level enhancements, human resources management, and scalable growth.
  • Drive sales efforts to optimize commercial opportunities and enhance profitability.
  • Manage and expand both new and existing customer interactions through various communication channels, including phone, email, and webchat.
  • Ensure timely and professional responses to all sales inquiries, quotes, and customer interactions to maximize sales and service outcomes.
  • Maintain a detailed customer database, supported by regular activity reports and analysis.
  • Assist in organizing trade shows, exhibitions, and training events as required.
  • Collaborate with IT and other departments to improve internal systems for better data management, sales analysis, and customer service delivery.
  • Coordinate technical support for products and services to guarantee exceptional customer experiences.
  • Address customer complaints and work with relevant departments to facilitate resolutions.
  • Identify and implement strategies to enhance efficiency and customer service through technology and systems.

Team Development:

  • Oversee the recruitment, training, and development of staff across all sales and customer support teams, taking into account seasonal business trends.
  • Ensure comprehensive onboarding, training, and personal development plans for all team members.
  • Monitor and manage team performance, HR processes, and overall employee wellbeing.
  • Build a high-performing contact center team, prepared for peak trading periods.
  • Implement strategies to manage workload effectively, including additional support during busy times.

Culture and Communication:

  • Act as a role model for a quality-driven culture within your team and across departments.
  • Contribute to the organization's goals, aiming to enhance market presence through brand visibility, customer satisfaction, and productivity.
  • Maintain clear and effective communication with all relevant internal teams.
  • Focus on achieving sales targets and service level objectives, including customer feedback and retention metrics.

Qualifications:

  • Proven experience in managing sales and customer service teams, preferably in a contact center environment within retail or home improvement sectors.
  • Strong strategic planning and execution skills.
  • Ability to drive sales and maximize commercial opportunities.
  • Exceptional leadership and people management capabilities.
  • A growth mindset, proactive attitude, and commitment to enhancing customer experiences and long-term business performance.

Benefits:

  • 28 days of holiday (including bank holidays) with potential for additional leave based on service.
  • Holiday purchase scheme allowing up to 5 extra days per year.
  • Generous employee discounts on products.
  • Internal recognition and reward programs.
  • Annual tax-efficient bonus through Employee Ownership Trust.
  • Opportunities for personal learning, development, and career progression.
  • Free parking and access to on-site facilities, including complimentary hot beverages.

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