Customer Relations (Sales) Manager APPLY NOW

We’re looking for a customer centric and sales driven Customer Relations Manager who is responsible for leading the brand’s sales in all aspects. Our digital store, our showroom and our international sales partners are an important part of our company’s overall strategy and ambition. The manager is a person who can work independently, is result and action oriented, and can immediately lead to a high operating level. As manager you need to be able to drive the business, act and always communicate in alignment. This core responsibility of this role is: managing and driving sales objectives, ensuring that our customers are always met with the highest level of service and hospitality, develops and fosters the growth of people in order to meet long term organisational needs, is able to develop more international partners and maintains the highest operational standards.

How you will contribute (but not limited to):

SALES MANAGEMENT

• Provide input on budgeting processes, such as sales forecast, headcount requirements, financial requirements etc
• Develop and implement action plans to grow the business such as targeting customer categories, incentive programs, slow movers etc
• Monitor and communicate trends, including competition, and consumer trends
• Communicate the objectives and goals to the customer relations team
• Ensure sales budgets and KPI goals are met
• CRM and end to end sales pipeline management including reviewing order forms, invoices, and all relevant documentation related to the customer
• Analysing sales figures and other key performance indicators to act when required
• Proactively design and execute quarterly action plans with customer relations team to improve KPIs and sales results
• Secure excellent and consistent service across all sales channels

 CUSTOMER EXPERIENCE

• Identify areas for improvement and work together with management to conduct ongoing training and development of the team; identify and implement appropriate customer actions for your markets.
• Work with marketing to support our brand image and business growth
• Drive sales and KPI performance by coaching, training, and developing teams in selling, service, and product
• Build Customer Experience Evaluations and enhance the performance with your training plan
• Be a key driver of the company’s customer strategy to grow customers
• Roll out customer tools as needed to drive successful adoption and business impact
• Be a role model on showroom level to motivate and inspire our sales teams to improve results and performance

 TEAM MANAGEMENT & DEVELOPMENT

• Communicate vision, strategy and clear direction to the team
• Continuously coach and provide feedback to the team
• Support the team in developing detailed strategies and lead the personal development strategies
• Maintain your talent pipeline through recruitment, rotation, mobility, training and development and succession planning
• Cultivate and elevate relationship-building skills and behaviours in the team
• Plan and execute trainings, workshops, and coaching sessions (focus on in-store and virtual trainings)
• Develop training, coaching, and feedback competencies
• Develop the company’s sales and service processes, training content, and tools
• Own and ensure adoption of the company’s training platform, from onboarding to ongoing development
• Recommend and develop adaptations of training content when necessary
• Stay informed on competitive landscape, service, customer and training innovations

OPERATIONS

• Oversee day-to-day operations and solve operational issues
• Set and follow up standards and quality expectations within the showroom on monthly basis
• Secure inventory and correct stock levels, maintain inventory discrepancies on the lowest level possible
• Work with production and design to ensure a feedback loop to meet customer needs according to the market and in relation to sales
• Ensuring coordination with the production lead and the marketing lead

 Ideal Candidate:

• Bachelor’s degree, in a business, sales/marketing, related field preferred
• Understanding of CRM tools and digital conversation monitoring mechanism
• At least 5 years of experience in service
• Coaching/experience of working with people from varied backgrounds
• A strong commercial mindset, results oriented profile with the ability to motivate and inspire others
• Service minded with a customer centric approach
• Excellent communications and organisational skills
• Technical knowledge of training design and adult learning principles
• Experience working with sales for 4+ years
• Microsoft Excel, Word, literate (to a high level)