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Customer Care & Inside Sales Manager / Customer Excellence Manager - US

icon building Company : Stanley/stella
icon briefcase Job Type : Full Time
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Job Description - Customer Care & Inside Sales Manager / Customer Excellence Manager - US

As the Customer Care & Inside Sales Manager / Customer Excellence Manager , you will lead our US customer service and inside sales teams, ensuring exceptional customer experiences and achieving sales targets. This role is crucial to our US expansion, blending customer service excellence with strategic sales leadership.
  • Market Adaptation: Understand and adapt customer service and sales strategies to meet the specific needs and expectations of the US market, addressing cultural differences and market dynamics with the US COO.
  • Team Leadership: Recruit, train, and manage a high-performing team that embodies Stanley/Stella’s customer centric values. Foster a positive work environment that encourages professional growth and collaboration.
  • Systems Implementation: Implement and customize global customer service and sales systems with the US COO to fit local market requirements. Ensure seamless integration with existing US operations and maintain high standards of service delivery.
  • Customer Satisfaction: Ensure quick resolution of customer inquiries and provide personalized service that exceeds customer expectations, especially during market entry and periods of growth.
  • Sales Leadership: Lead the Inside Sales team to meet or exceed sales targets, working closely with the Westcoast Reginal Sales Manager. Develop strategies for effective prospecting and customer engagement.
  • Lead by Example: The Customer Excellence Manager will join a team operating in start-up mode and will need to lead by example by actively participating in prospecting activities, as well as directly overseeing strategic and key accounts.
  • Process Improvements: Identify and drive process improvements that enhance productivity, sales efficiency, and customer satisfaction. Align processes with Stanley/Stella’s business vision and goals.
  • KPI Monitoring: Develop and maintain a KPI dashboard to monitor performance and ensure that objectives are met within agreed timelines. Provide regular reports to senior management.
  • Coordination with European Headquarters: Maintain clear and effective communication with Stanley/Stella’s headquarters in Europe. Ensure that US operations are aligned with global strategies, objectives, and standards.
  • Minimum 5 years experience in a similar position; experience in textile and fashion is an asset.
  • Strong communication skills, both with internal teams and with the global headquarters, ensuring alignment with overall business strategies and objectives.
  • Strong leadership skills with the ability to inspire, motivate, and develop a high-performing team.
  • Understanding of the US market, including cultural nuances, customer expectations, and industry trends.
  • Expertise in delivering exceptional customer service, with a focus on personalized and responsive solutions.
  • Ability to develop and implement effective sales strategies that align with market needs and business goals.
  • Experience in driving continuous improvement initiatives that enhance operational efficiency and customer satisfaction.
  • Proficiency in monitoring and interpreting KPIs, with a data-driven approach to decision-making and strategy development.
Original job Customer Care & Inside Sales Manager / Customer Excellence Manager - US posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.
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