Customer Service Manager (Sales-Focused)
Branded consumer goods (health and beauty)
We are seeking an experienced and dynamic Customer Service Manager to lead our customer support team through a transformation towards a more commercially driven approach. This role will be pivotal in shifting the teams focus from traditional customer service to a proactive, sales-oriented strategy that enhances customer experience while driving revenue growth.
Key Responsibilities:
1. Lead Change & Transition: Drive the strategic transformation from a traditional customer service model to a commercially focused approach.
2. Sales Integration: Embed sales techniques within customer service processes, ensuring the team maximizes revenue opportunities through upselling, cross-selling, and value-driven conversations.
3. Customer Experience Enhancement: Maintain high customer satisfaction levels while integrating a sales focus, ensuring a balance between commercial success and customer loyalty.
4. Team Development & Training: Develop and implement training programs to equip the team with the necessary skills and confidence to adopt a more proactive sales mindset.
5. Performance Management: Establish KPIs and metrics to measure commercial performance wit...