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- Responsible for 5 International Sales Support team members
- Collaborate with the International Director on research and planning for new and existing markets.
- Attend and contribute to regular Country Managers meetings.
- Negotiate and maintain customer agreements and terms & conditions.
- Proactively manage relationships and commercial agreements with distributors and commercial agents.
- Prepare budgets and forecasts for non-EU customers and distributors.
- Oversee daily operations for customer orders, including order input, managing stock shortages, and communicating revised delivery dates.
- Record and resolve customer complaints to ensure satisfaction; identify trends and implement corrective actions.
- Work closely with logistics and carriers to ensure service levels are met.
- Provide support to the International Retail Merchandising team for store set-ups.
- Maintain meaningful and up-to-date job descriptions for all team members.
- Conduct ongoing performance management, including employee engagement, ADRs, and 1-1 sessions.
- Manage attendance and performance in line with company policy.
- Prepare and maintain up-to-date performance and development plans for all team members.
- Ensure consistent service by managing team coverage during holidays and absences.
- Ensure all daily business tasks are completed on time, maintaining a high level of customer service.
- Manage team development and training schedules for all members.
- Maintain a Personal Development Plan (PDP) for continuous growth.
- Review and improve business processes, identifying areas for improvement and ensuring efficiency.
- Maintain comprehensive documentation of processes and procedures.
- Provide updated price lists to Country Managers as agreed with the Merchandising team.
- Deliver monthly, quarterly, and annual KPI targets as part of the annual business planning process.
- Produce weekly and monthly reports to track team performance against key metrics.
- Proven customer service experience with a focus on quality and efficiency.
- Ability to manage resources and workflows effectively.
- Strong data input and analysis skills.
- Excellent communication and organisational skills.
- Positive, self-motivated, and results-oriented mindset.
- Strong time management and prioritisation skills.
Benefits:
- Pension
- Flexible & Hybrid Working
- Free on-site parking
- Subsidised canteen
- Fitness perks
- 32 days annual leave + increasing with service
- Enhanced maternity & paternity
BBBH32457
