Client Relations & Sales Manager

Position

Client Relations & Sales Manager

Job Summary: The Client Relations & Sales Manager will lead and develop a high-performing team focused on exceptional customer service and sales growth. This role involves overseeing daily operations, ensuring quality standards, implementing effective sales strategies, optimizing customer satisfaction, and achieving sales targets. The manager will foster a positive and productive work environment.

This position directly manages 5 reports and leads a combined Customer Service and Sales team of 14 individuals within the wider EU Customer Service and E-commerce Team. The team includes an Associate Manager, a Quality Analyst, a Trainer, and 2 Digital Client Advisors.

Job responsibilities

Primary Focus & Success Priorities:

• Customer Service Excellence: Ensure exceptional service delivery through efficient operations, quality monitoring, and adherence to standards.
• Sales Growth and Target Achievement: Drive sales performance, achieve and exceed targets, and implement effective sales strategies.
• Team Leadership and Development: Lead, motivate, train, and develop a high-performing team in both customer service and sales.
• Operational Optimization: Manage daily operations, implement KPIs, and conduct data analysis to improve efficiency and service delivery.
• Stakeholder Relationship Management: Build and maintain strong, collaborative relationships with the central team, all key stakeholders, and relevant markets to ensure alignment, foster communication, and drive synergistic efforts.

1. Operations & Performance Management:
   • Set direction for customer service and sales operations, ensuring efficiency and high-quality service delivery.
   • Design, implement, and continuously refine Key Performance Indicators (KPIs) such as SLAs, Repeat Rate, and Conversion Rate.
   • Utilize advanced data analytics to uncover market trends, identify opportunities, and inform decision-making.
   • Establish and evolve operational guidelines and procedures to optimize workflow and service standards.
   • Cultivate strong market relationships to strategically adapt and align operational approaches.
2. Strategic CRM & Customer Engagement:
   • Partner with the central CRM team and CRM specialists to plan and execute impactful sales and customer engagement campaigns.
   • Drive initiatives for new client acquisition and long-term customer retention.
   • Align CRM strategies and activities with broader E-commerce objectives to maximize business impact.
3. Talent Development & Capability Building:
   • Proactively assess and address training needs, ensuring curriculum relevance and effectiveness.
   • Collaborate with training and quality assurance leadership to foster a culture of continuous learning, enhance team capabilities in sales acumen, communication, and problem-solving.
4. Quality & Compliance:
   • Oversee performance audits and direct observation to ensure adherence to service excellence and policy standards.
   • Develop, implement, and enforce customer service and sales policies.
   • Handle escalated customer inquiries and complaints.
5. Sales Strategy & Growth Leadership:
   • Formulate, implement, and refine sales strategies designed to consistently exceed targets.
   • Inspire and empower the sales team to achieve peak performance and realize their full potential.
   • Analyze sales data to identify and capitalize on opportunities for upselling, cross-selling, and new business development.
   • Collaborate with the E-commerce team to ensure a unified and effective sales approach.
   • Design and implement incentive programs and recognition initiatives to drive sustained sales performance.

Profile

Qualifications:

• Bachelor's degree in Business Administration, Management, or a related field (or equivalent practical experience).
• 10+ years of experience in customer service and sales management with a proven track record.
• Demonstrated experience in data analysis, KPI management, and operational optimization.
• Strong understanding of sales principles, CRM systems, and sales methodologies.
• Excellent communication, interpersonal, and presentation skills.
• Proven ability to lead, motivate, and develop a team, including managing other team leads or specialists.
• Strong organizational skills and attention to detail.
• Ability to thrive in a fast-paced, target-driven environment.