Senior Sales Manager (O912990)

Overview

Our Client are a leading communications brand with an outstanding reputation for customer service and value commitment. An opportunity has now arisen within their team for a Senior Sales Manager.

As Senior Sales Manager you will be responsible for Sales performance across the company's Retail and Telesales channels in Guernsey, Jersey and the Isle of Man.

You will lead Retail and Telesales under one Sales leadership model, with direct accountability for the three island Retail Sales Managers and the Telesales Team Leader, owning execution of acquisition, conversion, cross-sell, upsell and channel productivity priorities, ensuring activity is allocated to the channel best placed to deliver it.

Reporting to the CCO your duties will include:

Sales performance

• Own Retail and Telesales performance against agreed acquisition, revenue, conversion, cross-sell, upsell and other sales KPIs
• Maintain a clear daily, weekly and monthly view of channel performance by island, team and priority product
• Identify under-performance quickly and ensure clear corrective actions are implemented
• Provide concise sales insight and recommendations into the Consumer trading rhythm
• Work with BI & Data to improve trusted sales reporting and reduce manual performance administration

Channel leadership and deployment

• Lead the three island Retail Sales Managers and the Telesales Team Leader as one Sales organisation
• Maintain explicit island accountability while enabling work and leads to move between Retail and Telesales where this improves customer or commercial outcomes
• Develop Telesales as a flexible follow-up and conversion channel, including web-order/admin follow-up and appropriate lower-complexity sales work
• Deploy community or field sales activity selectively where there is a clear commercial case
• Review channel workload and productivity regularly and adjust activity to optimise capacity and performance

Targets and incentives

• Translate agreed commercial targets into clear, fair and actionable channel and team objectives
• Work with the Senior Commercial Manager and Finance on target-setting assumptions and in-year changes
• Own frontline communication, understanding and execution of sales targets
• Review incentive and commission effectiveness and recommend changes that reinforce desired behaviours and outcomes
• Ensure incentive activity is transparent, controlled and aligned with customer outcomes as well as sales volume

Frontline leadership and capability

• Set clear expectations for sales leadership, coaching, customer experience and performance across all channels
• Build manager capability and ensure consistent use of coaching, one-to-ones, performance management and development plans
• Create strong feedback loops from frontline teams into Commercial, Marketing and Customer Experience
• Promote a culture focused on customer need, responsible selling, commercial performance and continuous improvement
• Ensure succession and capability development are actively managed across Retail and Telesales

Campaign and proposition execution

• Ensure Sales teams are ready to execute new propositions, pricing, campaigns and customer treatments
• Work with Commercial and Marketing on launch readiness, briefs, training, customer messaging and channel priorities
• Work with CVM to operationalise retention, renewal, cross-sell and upsell treatments through assisted channels
• Ensure customer and market feedback from Sales is captured and used to improve propositions and execution

Sales operations and workflow

• Drive simpler, more consistent workflows across Retail and Telesales
• Move suitable web-order, follow-up and administrative activity away from shop floors into Telesales where practical
• Ensure sales systems, processes and operating policies support efficient execution and good customer outcomes
• Reduce duplicate reporting and administration so managers and frontline colleagues spend more time on customers, coaching and conversion
• Work with support functions to resolve recurring process or system barriers

Governance and customer outcomes

• Ensure Sales teams operate within regulatory, data-protection, KYC, customer-verification and internal policy requirements
• Promote responsible selling and appropriate product recommendations
• Monitor customer feedback, complaints, returns and other quality signals alongside sales performance
• Ensure material operational or customer risks are escalated and resolved quickly

The ideal candidate for the role of Senior Sales Manager will have:

• Strong sales leadership experience in a multi-site or multi-channel consumer environment
• Demonstrable record of delivering acquisition, revenue, conversion and customer targets
• Strong people-leadership, coaching and performance-management capability
• Experience managing Retail, Telesales, contact-centre sales or comparable assisted channels
• Strong commercial awareness and ability to interpret channel and customer performance data
• Experience implementing propositions, campaigns, targets and incentive activity through frontline teams
• Strong stakeholder-management skills across Commercial, Marketing, Customer Operations and support functions
• Customer-focused approach with strong understanding of responsible selling and regulated-process requirements

Highly Desirable