Customer Experience Shift Manager, Sales
Employment Information
Job Description
Customer Experience Sales Shift Manager leading a dedicated team ensuring optimal customer experiences for dogs and their parents at Ollie. Working remotely, focusing on team management and sales strategies.
Responsibilities:
- Lead and manage the Retention and Sales team within the Customer Experience department.
- Develop strategies to drive sales/retention and meet or exceed sales targets.
- Train and mentor the advocates and sales/retention team members, enhancing their sales skills and overall professional development.
- Monitor individual and team performance, ensuring KPIs and other goals are met.
- Handle escalated customer situations and resolve these in accordance with established business guidelines.
- Actively contribute to the sales team, meeting and exceeding personal sales goals, earning commission on each sale.
- Collaborate with the management team to interview, recruit, and onboard new team members.
- Work with CX management to implement best practices, SOPs, metrics, and KPIs.
- Foster a culture of continuous improvement and consistently work toward implementing new brand guidelines in talk tracks, scripts, emails, etc.
- Drive initiatives to fulfill our CX Vision of creating a world-class, genuinely kind customer experience.
Requirements:
- You have experience working on a sales team in a customer experience department.
- You’ve successfully managed a team and enjoy the balance of leadership and individual contribution.
- You are great at relationship-building- showing you care personally, and challenging directly.
- You thrive in customer-facing roles and love engaging with people throughout the day.
- You are a good listener, efficient, and self-motivated, with a patient and solution-oriented approach.
- You excel in both written and verbal communication, providing clear and thoughtful responses to pup parents’ inquiries.
- You put pets first. You love dogs and approach every dog with the same empathy and understanding as if it were your own.
- You’re good at thinking on your feet and improvisation. You like finding new ways to tackle challenges; nothing catches you off guard.
- You prefer flexibility and guardrails over rigid rules.
- You’re a natural-born problem solver. Cutting through to the core of a problem and figuring out how to fix it energizes you.
- Most importantly, you’re fun! You don’t mind occasional sloppy dog kisses and appreciate a good meme.
Benefits:
- Competitive salary, commission, and a stake in the company
- Sponsored 401k program with employer match up to 4%
- Comprehensive health coverage including medical, dental and vision
- Unlimited vacation policy that you're encouraged to use
- Paid parental leave
- 1-week paw-ternity leave for new dog parents
- Free Ollie subscription
- Inspiring pack members!
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