The Customer Development Manager is responsible for the successful day-to-day running of the customer development department team based on the outskirts of Berkhamsted, dealing with all telephone, email and automated order interactions from the UK and overseas customer base. This position will require you to manage, motivate and inspire a team to ensure it delivers the highest possible customer service and outbound sales productivity. To enable this, the role is instrumental in driving improvements to process and best practice

Responsibilities:

  • Day to day management of Customer Development and Telesales associates
  • Ensure appropriate levels of resource are available with the right people and work patterns at all times
  • Drive step change improvement in customer interactions facilitated by order entry automation
  • Monitor associates inbound and outbound calls monthly providing feedback and leadership/guidance where necessary.
  • Manage the Telesales/outbound business unit P&L proving accurate weekly forecast and monthly/quarterly business reviews
  • Proactively manage incremental Sales opportunities across all sales Channels
  • Develop, update and monitor KPI’s to track service levels and sales targets
  • Create a winning environment by motivating/inspiring the team to achieve their full potential through full end to end process engagement.
  • Manage and monitor upselling within the team and develop associates skill sets.
  • Develop positive relationships with the customer base
  • Communicate regularly and effectively with team, holding regular “one to one” and team meetings
  • Actively manage direct reports day to day attendance and performance,
  • Carry out quarterly/annual performance reviews and quarterly reviews in an effective and timely manner.
  • Engage in all training activities assigned and actively establish areas for improvement in self and others.
  • Communicate and review induction plans and carry out probationary reviews for any new starters. 

Skills/Qualifications Required:

  • Ability to maintain a levelheaded approach to customers in potentially volatile situations.
  • Coaching and supporting the development of the team
  • Experience of working in a sales environment and able to drive sales targets with the team
  • Be able to critically analyse and improve process and procedure
  • Must have the ability to deal and communicate to all levels of the company.
  • Highly numerate with ability to analyse data
  • Able to present effectively to both large and small groups
  • Experience of working with order entry/CRM systems
  • Excellent Microsoft office skills
  • Experienced customer service professional
  • People management skills – able to motivate self and others
  • Sales experience preferable
  • Willingness to build strong customer relationships for business and personal improvement.
  • Experience in system implementation for one or more projects would be beneficial