Sales Retention Manager NZ
FLEETCOR, New Zealand
Job Description
About the role
We are seeking an experienced call centre sales manager to take the lead of our high performing sales amp; retention team based in Ellerslie.
Working closely with our commercial and marketing teams to understand current campaigns and translate these into actionable sales activity, you will be responsible for a range activities including
- Setting and delivering on team sales targets
- Recruiting, training and leading the team to meet KPI's
- Reducing turnover and improving staff engagement
- Developing an inside sales team culture that fosters proactive and best sales practice, collaboration and high performance
- Coaching, mentoring and developing team members including through call coaching sessions, call evaluations and development of sales scripts
- Providing the business with marketplace insights and competitive intelligence to ensure FLEETCOR is the fuel card of choice for customers
- Providing recommendations to the business to improve the performance of inside sales as required
- Ensure inbound account management (retention) cases from current customers are managed and resolved within SLA
- Utilize proactive persuasive/account management skills to turn requests for card or account closure into sales and save opportunities by identifying customer needs
- Identify and implement proactive campaigns over multiple channels to reduce attrition and maximise customer satisfaction
- Ensure comprehensive and accurate entry of customer information and case data over multiple customer databases
- Develop processes for effective management of customer account management amp; account management
- Compile amp; present daily, weekly and monthly reporting on account management amp; servicing performance
- Negotiate pricing and bundling by making offers of credits and/or discounts according to Commercial Policy
- Educate customers on active product features, service offerings, billing, charges, and product value
- Increase revenue through up-selling and cross-selling additional services to existing customers
- Leveraging data and analytics to improve the source of leads
- Engaging internal stakeholders (e.g. Credit) to find ways to reduce application turnaround times
- Prioritising opportunities ensuring highest converting leads are targeted first
- Submitting daily, weekly and monthly sales reports as required
- And more.
This is a busy job juggling the requirement of two teams, totally 12 employees.
About You
You will be an experienced call centre sales/retention manager with a broad skill set.
- Demonstrated experience working as a manager in a Sales and Account management environment with at least 4 years of team leadership experience
- Demonstrated ability to effectively recruit, coach, mentor and develop team members
- Proven negotiation and dispute management skills
- Proven experience in meeting or exceeding team targets amp; KPI’s
- Proven analytical and reporting skills
- Call dialler and Sales Management software skills essential
- Results focused able to work in a fast -paced, sales oriented environment
- High degree of enthusiasm, energy, initiative and self- motivation
- Exceptional communication and interpersonal skills (written and verbal)
- Excellent time management and organisational skills with ability to prioritise workload
- Integrity and trustworthiness and ability to lead by example
An advantage will be
- 5+ years’ card sector experience
- Strong knowledge of Salesforce CRM preferred
- Experience in the fuels, oil and/or energy sector, payments, credit or debit card services
- 2 or more years of experience required in related field (i.e. Indirect Sales, phone based customer services etc.)
What’s in it for you!
- Fuel Discounts
- Life Insurance
- Free Gym Membership
- Work Anniversary Day Off
- Organization with ongoing incentives and a people focused culture
What makes FLEETCOR your next great career destination
Fast-growing, global, rewarding, fun, involved at FLEETCOR, we are all of these and more. If you are an experienced and self-motivated professional who can perform at a high level, you will be rewarded. If you have great ideas, we want to hear them. If you want your career to grow at the same rapid pace as our organisation, this is the place for you. Whatever your area of expertise, you can take it to the next level at FLEETCOR.
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