Head of Telemarketing

JLA is a mission critical infrastructure solutions business offering services Laundry, Catering, Heating, Fire Safety, Infection Control and Air Conditioning.

The company offers an end-to-end, on premise, machine supply and breakdown service proposition under the name Total Care, and additional products and services. JLA is driven by a world class Sales & Marketing engine, owns and maintains all assets, and has an efficient on-site operations team working with daily with customers.

Role overview

You will be responsible for contributing to the delivery of the Sales Strategy for Laundry, Catering, Fire & HVAC. Reporting to the Internal Sales Director and responsible for driving commercial growth within our recurring revenue lines against the budget through creation of appointments to be attended by the field sales teams. By expanding JLA’s footprint within existing accounts and to focus on new customers across a range of industry sectors with SME, you will be a key contributor to the success of the business measured by opportunities created and won.

Key tasks

• Key stakeholder and responsibility for delivery against the sales strategy set for the SME Telemarketing teams to achieve the financial budgets.
• Manage and own the holistic results for all SME appointments across all verticals applicable identifying trends, successes & challenges to push data strategy initiatives to the Internal Sales Director.
• Work closely with the TL’s to ensure effective lead management, conversion & upselling/upskilling sales executives.
• Report on the daily, weekly, monthly and yearly appointments together with managing and leading the sales team leaders.
• Use data to drive performance and to manage weekly/monthly performance by team and individuals.
• Measure performance management through effective coaching, 121’s, training, development and effective delegation to work in unison with aligned objectives from BDE up to Exec.
• Increase the growth potential in existing accounts and new clients/ re engaged through our new verticals and white space as well as using data to make informed dialing decisions.
• Be a commercial figurehead for JLA’s internal appointments/opportunity creation with an equal focus on ensuring the delivery of contracted revenue across all verticals applicable.
• Lead strategic projects and initiatives as required, focusing on increasing the efficiency and productivity of the business development teams and expansion of the business in the SME base.
• Improve the cross-sell of products to JLA’s existing customer base.
• Provide commercial leadership to your teams to encourage a holistic approach to capturing business through divisional alchemy and new business ventures.
• Develop and implement action plans to improve BDE effectiveness, processes, company-client relationships and retention of renewal accounts across all SME opportunities working closely with the field RSM’s.
• Developing and delivering presentations to update on quarter & half yearly performances vs. budget and expectations.
• Following lead execution to ensure all inbound and outbound traffic across all teams are being worked effectively.
• Tracking and reporting on internal cross leads intra division and externally allocated.

People Management

• Set a culture of effective people management through engagement and consistency
• Work with the Internal Sales Director to agree coaching and sales improvement plans with accountability to ensure consistency and execution is met.
• Set clear objectives and targets for your team leaders providing regular feedback on performance vs deliverables.
• Be the support you would need to achieve within your own role.
• Manage any employee relations issues in line with the policies set out by the business.
• Coach and develop the existing and any new starting employees within the contact centre to ensure they perform at a high level, ensuring colleagues maintain appropriate knowledge of the business products and services as we grow and develop.
• Address any training and development needs working with the L&D team and QA team to ensure teams have a personal development plan to identify and capture any skill gaps/ growth requisites.

Service Delivery

• Demonstrate an understanding of what service delivery excellence is for your role i.e. applicable opportunities within a business type and when we can deploy a field sales representative at the right time for the right customer(s) helping the teams understand quality output vs. wasted volume etc.
• Ensuring you set a culture of excellent customer service whilst ensuring the basics are right every time maximising all lead opportunities.
• Work collaboratively with teams outside of your direct reports i.e. SME RSM’s – QA, L&D, customer success, sales operations.

Managing Risk

• Awareness of your operational & data risks which may impact on your role.
• Responsibility for reporting to your line manager any risk which may impact the business.
• Maintain up to date industry knowledge to give insights through data analysis to ensure appointments are booked compliantly with customers.
• Making commercial decisions when required to ensure risk of customer exposure to internal ‘cross selling’ is mitigated/ minimised when appropriate.

Knowledge and Skills

• We are looking for the candidate to have knowledge and experience in dealing with most if not all verticals within JLA to make considered commercial decisions where focus would be required and have the ability to identify opportunity shortfall & Growth.
• You will be a strong communicator capable of handling varied TL’s and colleagues at different learning levels with the ability to develop individuals and relationships.
• You will need to have an understanding of the product and service offerings within the verticals to create valid opportunities for the field teams.
• You will be required to work with various functions to ensure delivery/attendance of successfully booked appointments whilst maintaining a customer centric and quality view.
• You will be required to plan your own week accordingly in line with the business requisites whilst responsibly communicating with the Internal Sales Director working across Manchester & Ripponden each week. You may occasionally be required to work within our divisional hubs given due notice (HVAC/FIRE/DC etc.).
• Possess an understanding of our products and services across all verticals.
• Presentation on business case to lead and execute own vision to aid division(s) growth.

Experience

• Successful track record in delivering ambitious growth plans in line with business requisites.
• Successful track record of succession planning and delegation.
• Exposure of working with and growing new verticals/ customer demographics.
• You will have experience in dealing with, SME decision makers with the ability to help others identify the buying cycle and opportunity generation.
• You will have a successful track record in selling/ leading a team to ‘sell’ appointments/ opportunities using commercial justification to demonstrate value to your customers and the business when appointing the field sales representatives.
• You will have gained experience of leading sales teams effectively with evidenced performance gains.
• You will have demonstrated effective; Downward, upward and lateral management & Leadership (360 leadership).

Personal qualities

• You will be highly Performance driven and be able to focus where the primary goal is to drive opportunity growth within the teams.
• You will be highly resilient and able to operate successfully in a fast-paced environment, with ability to drive business results.
• Action orientated, Down-to-earth, energetic, pragmatic, collaborative and willing to “roll up your sleeves” displaying a ‘show them how to do it’ leadership style when required.
• A hands-on, visible leader who is able to make significant impact and remain approachable at all times.
• You will be able to manage and build relationships effectively across multiple departments whilst maintaining a sales focus and become a key stakeholder for business deliverables.
• You will have a keen eye for detail demonstrating the ability to work closely with the budget numbers delivered in a linear and phased manner from BDE to board level overviews.