Director, Sales & Customer Service

Job Summary
Seeking a high-performing, passionate, energetic Director of Sales, Customer Service, Operations to oversee the dynamic facets of Sales/Retail operations. This leader should be extremely relational and possess the ability to build and maintain lasting, meaningful partnerships that drive customer acquisition, positive customer/retail experiences, and achieve revenue growth objectives. In alignment with our sales strategy, ensures operational excellence and exemplary customer experiences for prospective and active internet, mobile, security, and business subscribers. Demonstrates a strategic mindset and the ability to articulate multiple business objectives at an executive level while driving results through positive team and customer interactions. Successful outcomes reflect best-in-class systems, effective sales campaigns, stellar customer satisfaction, and optimal results to support overall company goals.
Key Responsibilities & Job Functions
Sales

• Create regular communications to Leadership that deliver clear sales expectations, progress, value proposition, goals, etc.
• Develop key sales strategies, tactics, and action plans to “own” and “achieve” sales targets and drive company profits
• Responsible for providing a business and financial acumen to effectively manage and adjust department P&L
• Manage a combination of in-house and outsourced resources to optimize customer service in a data-driven manner - tactical and strategic retail sales and customer service initiatives.
• Directs and develops a team of Retail and Customer Service managers to drive sales, retail traffic, increase brand awareness, and influence the overall customer experience.
• Work closely with Marketing to research and gain insight into our competition, industry-specific trends, supply/demand, product worth/pricing strategy, etc.
• Expand our customer base – build & cultivate strong, meaningful customer/client relationships with insight to customer needs and objectives

Customer Service

• Communicates sales plans with Management & Employee groups - produce and implement yearly sales goal in partnership with Marketing.
• Collaborates with Marketing to ensure proper product knowledge and service training is available and facilitated to appropriate teams.
• Regularly obtain feedback from clients and guests to improve overall operations.
• Develop, understanding, maintain, meet/exceed critical performance metrics.
• Partner with Marketing to develop, implement, and optimize effective campaigns and strategies that drive traffic, increase conversion, and expand sales.
• Delivers productivity gains through driving operational efficiencies and process improvements.
• Manage data analytics: assess KPI’s, track sales trends, identify opportunities, run daily/weekly/monthly/quarterly reports, provide professional & insightful reports to retail team members, as well as leadership.
• Strategizes, constructs, and maintains annual operational plans and oversight of program budget/commission policies.
• Maintains awareness of all issues that arise from Sales, Retail, and Customer Service leaders – works to resolve “escalated” customer complaints and difficult situations.
• Coach/Guide front-line leaders to ensure efficient staffing levels, sales attainment, NPS goals, and CSAT goals.
• Engage & represent the organization through active involvement within community, civic, business, and industry activities.

Knowledge, Skills, & Abilities

• Proficiency with Microsoft Office Suite
• Excellent listening, negotiation, and presentation skills
• Knowledge of management theory and experience putting theory into action
• Possess product/service knowledge with the ability to articulate client-focused business offerings and solutions
• Knowledge of sales, sales processes/procedures, marketing, and customer service principles
• Ability to work a flexible schedule – planning/attending sales event within the community to support community involvement, brand awareness, and generate sales opportunities.
• Excellent Communication Skills: listen, negotiate, present, influence, and verbalize
• Proven ability to motivate/lead a team
• Proven sales experience – meet/exceed targets, positive customer relationships, high-performing sales/retail team, product knowledge, assess competition, research, etc.
• Requires ability to obtain NC Alarm Systems Licensing Board registration – includes an extensive background check, fingerprinting, and application process.
• Ability to recognize continuous improvement opportunities and develop supporting process, procedures and training
• Knowledge of how to develop client-focused, differentiated and achievable solutions

Education & Experience

• MBA preferred
• 5 - 7 years of sales and retail experience
• BA/BS in relevant or equivalent field of study
• 7 - 10 years of relevant leadership experience (Sales Manager, Marketing Directors, etc.)
• Experience/knowledge of the telecom industry a plus; related industry