Sales and Customer Director
1 day ago
Taylor Wimpey plc
Make a Home at Taylor Wimpey Job summary/Purpose
You will have full responsibility for the Sales and Customer Service functions. Your purpose is to engage, inspire and motivate a dedicated team of sales and customer service professionals, dedicated to delivering a market leading customer experience.
You will have responsibility for land appraisal, marketing research, setting prices, bringing new sites to market and site launch as well as the management of all reservations through to customers moving into their new homes. Maximising selling prices and creating value is a key objective whilst maintaining the challenging sales rate you will set all of your team.
You will be the “keeper” of our brand and will ensure that the Sales and Marketing department operates in accordance within the Taylor Wimpey UK operating framework.
In conjunction with your fellow Board members you will help to determine and form a strategy for the future ongoing development of the business, acting as “Voice of the Customer” at board level to influence forward-looking actions that deliver an improving customer experience and using data and insights to drive more customer-focused thinking and behaviours. Primary Responsibilities Strategy
Be an integral part of the management board setting strategy for the Sales and customer services departments, including preparation of annual budget projections and forecasts for revenue, reservations and legal completions in line with the business unit timetable
Drives a digital approach to ways of working in the BU by ensuring new technology is embedded into the BU and looks for opportunities to enhance its use for further customer, efficiency or cost benefits
Responsible for establishing and managing the budgets of the departments, including DSE for each development and customer service aftercare costs Marketing and Sales Plans
Responsibility for all market research prior to land acquisition, agree the right product and specification for the target locational market
Advice on the preferred mix of house types based on relevant market research within the geographical area
Develop and execute a successful site launch program opening new development outlets, on time and to budget
Oversee the preparation, approval and production of high quality marketing content and material
Manage and take responsibility for all business branding, advertising including updating the website within guidelines
Agree the target customer profile then brief the production of show home interior design, in conjunction with the Sales Managers, innovating where required to establish company best practice and benchmark guidelines
Deliver marketing strategy that delivers the required volume of high-quality enquiries that convert to sale efficiently
Maximisation of selling prices, revenue with minimised use of discount and incentives
Manage the blank canvas so our customers can maximise their selection of customer options
Develop relationships with local contacts including preferred suppliers to aid the delivery of an excellent customer journey, including interior designers, subcontractors, solicitors, legal Customer Service
Deliver outstanding Customer Service in a customer centric way throughout all sales functions
Review, discuss and take action to improve customer satisfaction at each stage of their journey
Review, with your team all data in monthly customer satisfaction surveys on a development by development and overall business unit basis and take action as appropriate
Use data insights (dynamics) to report on key KPIs across the functions, including lead management statistics, mystery shopper performance, outstanding issues, average age to close and number of complaints.
Use data to identify root cause of trends in the key things that cause our customers pain/effort or result in unnecessary cost and puts strategic plans in place to mitigate future customer impact Experience, Qualifications, Technical Requirements
Managing and motivating teams of customer facing staff
Proven sales and marketing experience in the house building industry
Good communicator, who collaborates to implement change
Budgetary management
Planning and strategic management
Board level disciplined Director Inclusivity Statement As a proud Disability Confident Employer, Taylor Wimpey is committed to creating a diverse and inclusive workforce. We actively collaborate with individuals who have disabilities and long-term health conditions which have an effect on their ability to do normal daily activities, ensuring that barriers are eliminated when it comes to employment opportunities. In line with our commitment, we guarantee an interview to applicants who declare to us during the application process that they have a disability and meet the minimum requirements for the role. Join us in building a truly diverse and empowered team
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