Customer Success Manager / Sales & Customer Service Manager
Would you like to work as part of an Executive team and have a significant impact on the commercial success of a growing business?
Our client based near the Kent coast are seeking Customer Success Manager to join their team. They are an eCommerce company going through an interesting period of change, and it is an excellent and exciting time to join their team.
As well as a competitive salary the company also offer a pension, holiday allowance and Christmas shut down.
*Day to day management of internal Sales and Customer Care Teams ensuring KPI performance
*Recruit, manage, schedule, and coach Sales and Marketing Teams to meet sales and objectives
*Drive the growth through telephone Sales Team and work with the team to develop strategies to understand our customers' needs
*Promote customer loyalty by understanding the opportunities
*Support the customer care strategy and implement change to ensure a proactive attitude
*Working with the existing teams to engage with new and existing customers and drive further sales
*Work with the current Team Leaders to evaluate waste and identify how to improve the current service levels
*Monitor performance against service KPIs on a weekly/monthly basis and take action as necessary to remedy any shortfalls
*Manage customer feedback through all platforms (including social)
*Assist in continually improving the overall productivity and efficiency of the Customer Care Team and improve systems and procedures
*Through personal example and motivation create a working environment that is receptive to change and innovation
*Promoting positive culture of understanding and caring for the customer journey
*Provide the daily management of the internal Sales Team including recruitment, training, motivation, appraisals, support, customer relationship management system, and discipline as necessary
*Establish Personal Development Reviews (PDRs) for the internal Sales Team and Customer Care department to elevate their skills and capabilities
*Uses sales technologies and data insight such as CRM and interfaces to effectively manage, plan, and execute sales strategy
At KHR we take care to ensure that you are represented as well as possible so it is worth checking your CV for layout, spelling and grammar as well as making sure it is up to date before you submit. If you feel you need to highlight particular qualifications, skills or relevant experience with regards to a specific role then please add a cover letter or a preface page. This does not need to be formatted in the same manner. In addition, if your CV is heavy with graphics etc, please could you also submit a "clean" copy in Word. Thank you.
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