Your responsibilities
Key aspects of the role include:
Leadership and development of thetelesales and customer support teamanddotted line direction of theBusiness Development Managersand Planning and Logistics Managerto include recruitment, onboarding, performancemanagementand personal development:
* Define quarterlyobjectivesand drive the team to hit key milestones to increase acquisition andconversion
* Provide training on processes and ensure quality of interaction with internal teams and external customers and suppliers as appropriate
* Telesales and customer support(all sectors) activities to include lead generation (direct via outbound email / calls), lead qualification (via inbound queries), CRM administration (including customer account set up and maintenance,initial customer contact in all customer journeys, managing entry level customer sales (including provision of digital product demonstrations,customer visits and customer follow up),sales support tomarketing on campaign delivery anddigitalreviews.
* Business Development activities to include office and field-based pursuingof the more complex customer journeys,CRM administration (customer data maintenance),sales operationsupportto marketingon campaign design and focus, the provision of high-quality implementation briefs toOperations
Working with all teams across the business, implement and embed a repeatable sales processassistedby software, utilising defined customer journeys that result in maximising customer conversion from enquiry to sale:
* Deliverrobust and repeatablebusiness reporting intoCommercial
* Provide trainingand documentationacross theCommercial and widerorganisation as appropriate
* Measure sales performance againstGlebe Farmplan of record against unit volume,revenueand margin contribution
* Provide recommendations based ontacticalfocus andobjectives,forecastor performance metrics
Managecustomer complaints fromtheCommercialTeamperspective:
* Provide guidance and training asrequiredto ensure all teams always adhere to theGlebe Farmcustomer care principles
* Createrobust and regularreporting on complaints to include trends,actions /mitigationsand learnings
* Act as main point of contact for customer complaints and issue resolution. Liaise with internal departments asappropriate toresolve specific issues and address opportunities for continuous improvement
Develop exceptional working relationships with Operations and Technical Teams to ensurecustomer satisfaction and revenue / profitability growth:
* Proactively work with Operations and Technical Teamstoidentifyand address issues and opportunities to improve customer satisfaction and revenue / profitability growth
* Act as main point of contact forNPDteam on potential new products andcustomer requirements
Work with Finance, HR, and Sales andCommercial Directorto develop sales incentive programmes to increase sales profitability and ensure quality service provision:
* Implement sales incentive programmes andmonitorperformance of individuals and teams as appropriate
Any other duties asrequiredfrom time to time
Skills and experience
This role requires the following technical skills and experience:
Our ideal candidate is someone who has experience of sales operations processes, people leadership and development and optimising processes for quality and consistency. Key personal attributes include:
* Authentic leadership style, able to inspire and motivate others
* Ability to understand high-level sales strategies, translate them into system and process requirements, and ensure local execution and business impact
* Excellent communication skillsand organisational and time management skills with the abilitytomulti-task.
* Able to influence acrossdifferent levelsof internal and external organisation
* Customer focused - polite,responsiveand persistent
* Highly motivated - enthusiastic, ambitious,confidentand able to take own initiative
* Excellent PC skills including MS office
Glebe Farm Foods Ltd. is an equalopportunitiesemployer. We welcome and encourage candidates from all backgrounds and walks of life to apply. If you would like to discuss any accessibility requirements for the recruitment process or the role, please email us to HR@glebefarmfoods.co.uk and we will be happy to discuss.
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