Leading the Consumer Services team receiving, investigating and responding to daily consumer complaints and queries– by traditional & digital channels. Delivering excellent consumer service, while maintaining & creating positive relationships with the brand & company, maximizing revenue and motivating the team to achieve budgeted sales / response targets.
ESSENTIAL DUTIES AND RESPONSIBILITIES.
Develop strategic proposals for future Consumer Services / Sales strategy & delivery for the short-term & over the next 3 to 5 years including the introduction of direct to consumer product and sales conversations.
Ensure a high standard of Customer service at all times and work to facilitate the smooth day-to-day running of the Consumer Services team. This will include interacting with external consumers & customers and other internal stakeholders across the business units.
Lead & manage cross-functional project team & liaise with external suppliers to deliver comparative evaluation of current systems & software
Sales Leader, setting the expectation in driving the sales culture and focus required.
Report & track Consumer Services KPIs & to recommend, & deliver, improvements to achieve enhanced team performance and satisfaction levels & consumer interaction with the brand
Manage Customer Service expenditure vs. agreed parameters, raise & track Purchase Orders, monitor actual vs. forecast & support reporting as necessary
Propose & support development of Consumer Services marketing collateral to support CS strategy recommendation to be used in direct queries & in other Comms environments + support knowledge growth in the service delivered to consumers
To monitor & assess market place & competitors, make recommendations for the future
At least 3 years’ Consumer Sales / Services team leader experience (Direct Selling/Transactional environment preferable) delivering first class customer service, whilst maximizing revenue and achieving budgeted targets with a true passion for solving problems & building positive brand experience.
Candidate to be proactive, self-motivating, driven requiring minimal supervision & able to use personal initiative in developing resolutions to queries and complaints.
Candidate to be creative with a flexible approach, be able to take initiative and possess excellent interpersonal and relationship-building skills.
Strong team working skills to lead, motivate and empower a team through effective and open communication, excellent leadership, performance feedback and team culture building & the ability to develop employees to their full potential to reach both customer service excellence and achieve their sales / response targets
Excellent stakeholder management and communication skills are key as candidate will liaise cross-functionally both internally & externally with customers, colleagues and senior managers on a regular basis. Be able to present data / knowledge-based and insight-led ideas & recommendations.
Be responsible for monitoring performance objectives, planning and conducting regular coaching sessions and annual performance appraisals
Excellent administrative and organisational skills with a strong work ethic and a good knowledge of Microsoft software. Advanced skills in Excel, Word and Internet usage and ability to learn other software packages quickly.
Database experience of input and data retrieval – or can demonstrate this ability
Proven experience in management and delivery of projects (incl. new software / process introduction preferable)