Your purpose at Stanley/Stella
As UK Inside Sales and Customer Care Team Leader, your mission will be to lead and manage our established UK team composed of Inside Sales and Customer Care representatives, ensuring that the team meets sales targets and provides high-quality customer service.
You will partner with the UK General Manager to develop and execute long term sales strategy and action plans.
Your role and impact
The main responsibility of the UK Inside Sales and Customer Care Team Leader is to oversee the Inside Sales and Customer Care team. This includes hiring, training, coaching, motivating and providing ongoing professional development opportunities for these employees.
Next to this, the UK Inside Sales and Customer Care Team Leader focusses the following key aspects:
* Develop in cooperation with theInsideSales teams an efficient sales strategy.The role will require you to define the goals after consultation with HQ, set and monitor KPI’s and motivate the team
* Act as a supporting role for Customer Care Executive. Be available to advise and guide them through challenging customers interactions. Additionally, this role is required to undertake the Customer care role in the absence of the Customer care Executive
* Monitor and review where appropriate the KPI Dashboard as well as business control reports to ensure timely completion of objectives and targets.
* Liaise with HQ and drive cross functional sales support process improvements to improve productivity, adequate sales efficiency and consolidate the business vision.
* Continue to develop the team members with the right level of knowledge and required skills to create a strong internal sales/customer care workforce with high commercial mindset & customer centric approach.
* Continually maintain working knowledge and Team members expertise of products, market knowledge, Inside Sales/Customer Care support processes as well as fundamentals corporate aspects.
* Work with HQ and project briefs to ensure they are relevant to the UK business
* Manage multiple projects and tasks while maintaining daily operational standards.
* Leading by example assuming also some activities (as back up) and act as escalation support for the team
* Stay connected to the product range and ensure team are full refreshed on core and new ranges
* Where appropriate, engage with the key customers face to face on field visits
* Oversight of the day-to-day issues with DSV (in conjunction with Customer Services Executive)
* Attend Monthly Business Review meetings with DSV; raise and follow up on any logistic issues
* Ownership of the day-to- day office environment and liaising with building manager
About you
* Proven work experience in a similar role, preferably within a Retail Fashion brand or B2B Environment
* Proficient in Microsoft Office, as well as ERP/CRM
* In-depth understanding of the sales administration process
* Excellent interpersonal and team management skills with a strong Customer Centric Mindset & Sales culture
* Process improvement and problem-solving skills is required
* Strong analytical and organizational skills
* Commitment to sustainability and environmental challenges
* Ability to be flexible, pragmatic and adapt to a dynamic changing environment
* Fluent level of English. Any other language is a plus
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