Head of Telesales
Head of SME Telesales, Leeds
£65,000 - £75,000 per annum + benefits + bonus package + free parking
An exciting opportunity has arisen for the Head of SME Telesales role within an established and reputable organisations’ Leeds site. Overall responsibility of circa 200 staff.
Our client is looking for an experienced and key individual to make an impact on the organisations SME Telesales sector and create / facilitate internal changes to ensure growth and brand presence is driven forward. Placed within the organisations’ “nerve centre”, the successful individual will be responsible for promoting a positive customer experience and also creating ways to tackle and improve regulatory changes within the industry / sector.
Customer centric with the ability to demonstrate proven results and realise the business goals with a view to meeting and exceeding your own targets.
MAIN PURPOSE OF THE ROLE:
• You will be a member of the SME Markets Management Team providing direction and leadership to all activity related to acquisition retention telesales targeting our SME market customer segment.
• Responsible for building a multi campaign telesales capability covering inbound, outbound and outsourced activity to achieve target sales by segment / product / proposition at target costs and through proactive reactive retention campaign delivery negotiate term save to achieve customer retention targets by segment / product / proposition margin at target cost of discount and operational expenditure.
• Responsible for successful take-on of customers from in-source and out-sourced telesales up to and including first bill.
• Responsible for ensuring that the telesales capability delivers efficient and effective management of the valuable data resource, and for proactively reducing the number of losses both while being used and maintaining it by accurately capturing key information to support future lead development.
• Initially multi-site, the role holder will work with Head of SME Markets to develop a transformation plan for acquisition telesales to migrate to a target organisational design and location as agreed.
• Work closely with colleagues in regulation and compliance to ensure that the highest quality, regulatory and ethical standards are set and achieved.
PRINCIPAL ACCOUNTABILITIES:
• Delivery of sales targets by segment to achieve target customer numbers and revenue.
• Delivery of sales targets by product/proposition to achieve target product mix volume and revenue.
• Deliver retention targets to reduce overall churn rates.
• Responsible for securing Decision Maker Contact (DMC) in line with designed customer journey for key acquisition campaigns to maximise sales and data capture key renewal campaigns to maximise retention.
• Ensure the team accurately captures prospect and competitor insight to support acquisition retention process improvement, segmentation and price/proposition development.
• Manage of multiple third party outsourced telesales contracts.
• Own the management of day to day relationship with Customer Service to deliver effective “performing” new accounts through incubation and up to first bill for telesales acquisition and effective retention performance through customer journey for renewal.
• Lead recruitment, training, development and retention of staff to maintain sales capability.
• Develop, agree, and operate sales incentive mechanisms to drive and reward performance in line with BP targets.
• Steer the building of processes and systems to ensure quality to protect our brand/reputation.
• Develop and grow the operation both in-house and outsourced to maximise sales.
• Work with the Data Oversight Manager in Customer Marketing to drive data improvement initiatives through the telesales channels e.g. data testing, outcome codes, lead generation, data enrichment and providing data / proposition feedback.
• Establish and lead a new SME telemarketing channel to qualify and enhance leads and ensure that warm leads are correctly transferred to the telesales channel and that cold leads are correctly updated for the data agency to process.
• Ensure that all contact with the customer through the telesales channels are compliant with all industry regulations including the Data Protection Act (DPA) and the brand values and that opportunities to grow and enhance the brand reputation are taken.
• Manage all objections processes for telesales acquisition and all channels for retention- ensuring effective “take on” and retention of customers in contract whilst maintaining fully compliant status
KPI’S:
• Acquisition Sales v’s Targets.
• Margin, product/segment mix targets for acquisition.
• Retention, negotiation and term save sales targets.
• Productivity/utilisation and effectiveness channel targets and specific KPIs, including cost per contract.
• Complaints volumes vs. industry average.
• Compliance targets in relation to industry regulations and DPA.
• Lead generation data enrichment – qual. quant.
• “go live” and 1st bill process quality targets.
LEADERSHIP KNOWLEDGE SKILLS:
• Experience of managing multi campaign, multi-site acquisition telesales teams.
• Leadership and People Management, driving performance and treating colleagues with respect.
• Management of large complex budget.
• Understanding and experience of managing third parties through relationship frameworks.
• Sourcing and management of outsourced operations to operate alongside in-house teams – high complexity.
• Understanding of market conditions and how they affect the organisations ability to retain or sell to customers.
• Understanding of market conditions and how they affect organisations ability to recruit and keep quality sales staff.
• Solid external perspective with knowledge of OFCOM and other telemarketing compliance standards.
• Understanding of the broad business model and the management of integrated marketing and retention campaigns aligned to defined customer journeys.
• Understanding of process improvement and how to drive a culture of continuous improvement across telesales channels.
• Experience of managing multi campaign, multi-site acquisition retention telesales teams.
Leave a Reply
You must be logged in to post a comment.