Sales and Customer Service Manager

SF Recruitment are working with a business based in Tamworth who are looking for a Sales and Customer Service Manager to join the team
Office based
£45,000 - £55,000 + Bonus

Job Overview
We are seeking a dynamic and results-oriented Sales and Customer Service Manager to lead, develop, and motivate our sales and customer service teams. The successful candidate will be responsible for driving the performance of both teams through the implementation of KPIs and targets, fostering a high-performance culture, and managing key accounts to ensure the highest level of customer satisfaction.

Key Responsibilities:
1. Team Leadership & Development
o Lead and motivate the Sales and Customer Service teams, ensuring all staff are aligned with business goals.
o Implement performance management strategies, including KPIs and sales targets, to improve overall team effectiveness.
o Coach and mentor team members, identifying training needs and driving professional development.
o Turn around underperforming teams by implementing strategic changes to improve efficiency, morale, and results.
o Hold regular one-to-one and team meetings to ensure clear communication, accountability, and consistent performance reviews.

2. Sales Management
o Develop and execute sales strategies to meet and exceed revenue targets.
o Build, maintain, and nurture relationships with top key accounts and customers, ensuring they receive exceptional service and support.
o Analyse sales performance data and trends to identify areas for improvement and new business opportunities.
o Conduct regular sales meetings to review performance, discuss strategies, and share updates.
3. Customer Service Excellence
o Oversee the customer service team, ensuring the delivery of world-class service to our customers.
o Manage customer queries and escalations, resolving any issues promptly and professionally.
o Ensure the team meets customer satisfaction and retention KPIs, driving continuous improvement in customer interactions.
4. KPI & Target Implementation
o Establish and monitor key performance indicators (KPIs) for both sales and customer service teams.
o Set clear and achievable targets to ensure team members are consistently working towards business objectives.
o Analyse performance data and provide reports to senior management on a regular basis.
o Ensure that KPIs are aligned with overall business objectives and drive accountability within the team.

Skills & Experience Required:
- Proven experience as a Sales and Customer Service Manager or in a similar role, with a track record of successfully turning around underperforming teams.
- Strong experience in implementing KPIs and sales targets, with demonstrable success in achieving and exceeding these.
- Excellent leadership and team management skills, with the ability to inspire and drive high performance.
- Experience managing key accounts and delivering exceptional customer service to high-value clients.
- Strong commercial awareness and ability to interpret sales data and performance metrics.
- Excellent communication, organisational, and problem-solving skills.
- Ability to manage multiple priorities and work in a fast-paced environment.
- Proficient in CRM systems, sales analytics, and reporting tools.
- Experience in SAP would be ideal but not essential