The Sales Manager will lead the Sales (Retail and Wholesale) and Customer Service teams to drive rapid sales and margin growth and manage expenses for Texas Speed & Performance, while providing world class service to our customers. This growth will be achieved by providing customers with friendly and efficient service, driving continuous improvement with contact center SLA’s, seeking new leads through social media/forums, execution of SPIF programs and driving AOV and Margin initiatives.
Candidates must strive to balance sales revenue and margin initiatives while consistently delivering a best-in-class customer experience. This position will be measured on a) Meeting the agreed upon Sales & Margin targets, b) Achieving customer experience SLA’s, c) Delivering on budgets and d) continuing to build a strong culture guided by our values and tenets.
Lead Sales/CS Teams to promptly handle all inbound customer contacts via phone, email, chat, and social channels in order to minimize abandon rates, while improving service scores and SLAs.
Lead Sales/CS Teams to create strong customer relationships and drive increased business from existing customers by gaining the trust and respect from fellow enthusiasts.
Lead Sales Team in seeking new relationships by finding opportunities to serve in social media and forum environments online.
Optimize Sales/CS team schedule to guarantee optimal coverage during peak call times, minimizing hold times and abandonment rates, to deliver a best-in-class customer experience.
Assist with the budget creation for your departments (including revenue, margin, expenses), managing to these budgets.
Overall Responsibility for maintaining a sustainable commission program for the Sales Department.
Develop new B2B tactics for expanding the installer program to serve the needs of the (Do-It- For-Me) DIFM and IIFM (Install-It-For-Me) market.
Develop out-bound customer leads program for sales and installer channels.
Lead B2B Team in taking a proactive approach in reactivating ‘dormant’ wholesale accounts.
Manage the overall performance and ongoing development of associates; identify skill gaps and work with sales coaches to develop and execute a comprehensive plan to address. Provide regular feedback and coaching to team members to drive desired outcomes and accountability.
Responsible for recruiting sales and customer service team members; coaching, mentoring and developing associates, as well as hiring and separations.
Partner with our Product/Marketing Team to identify new opportunities that will help promote and support our rapid growth goals for all sales areas.
Lead sales teams to meet or exceed on sales, margin, and expense budgets, while delivering on customer experience.
In charge of reviewing current Sales/CS Team process and procedures to identify opportunities for improvement to existing workflow, functionality, and integrations, while driving growth in sales and efficiencies.
Generate/provide reporting data showing historical performance, trending data to report on the team’s performance on a daily/weekly/monthly/annual basis.
Serve as the primary point of escalation for any customer in need of support, with the exception of technical support matters.
Serve customers through our values, providing an industry leading customer experience.
What Success Looks Like:
Demonstrate the ability to be focused on serving enthusiasts and associates as well as meeting or exceeding sales revenue and margin objectives.
Demonstrate the ability to develop, launch, and deliver on B2B programs and Retail SPIF programs.
Demonstrate the ability to hire, train, retain, and engage customer-centric sales force.
Drive aggressive growth of an installer network.
Accurate reporting on lead generation/conversion by representative.
Promote action regarding team performance, including service quality, revenue, margin, phone/contact metrics, SPIF performance, etc.
Candidate must have 10+ years of experience leading and directly managing a sales/customer service team of 10 or more, preferably in a contact center environment as the formal supervisor/manager.
Candidate must be an analytical decision maker and problem solver as well as be creative.
Candidate must be able to delegate and drive accountability as well as lead cultural transformation.
Candidate must be able to promote teamwork and collaboration within all levels of the organization.
Candidate must be a change agent, one who is adaptable and promotes flexibility
Candidate must be customer-centric, possess strong skills in communication, proficiency in data analysis, who can fulfill and promote our core values of communication, transparency, trust, collaboration, and respect, and is able to take/receive constructive feedback.
Enthusiast Auto Holdings (EAH) has grown from a family-owned Volkswagen repair shop in Wadsworth, Ohio into one of the largest specialty e-commerce companies in the automotive aftermarket industry. EAH designs, produces, and sells proprietary parts and kits for a rapidly growing number of automotive makes and models, and it partners with hundreds of other performance brands to bring the enthusiast community an unparalleled customer experience. Over one million enthusiasts follow EAH's banners on social media.
We care about our associates' lives and well-being, which is why we recently enhanced our benefits, paid time off, recognition and wellness programs, and incentive compensation plans. We continue to seek open and honest associate feedback in town hall meetings and through open-door policies. Our associates are also involved in giving back to the community; for example, our recent food drive donated 3,000 pounds of food and water to our local food bank.
You will have the opportunity to work with our talented team as we continue to pursue best-in-class service, an enjoyable work environment, and market-leading win-win vendor partnerships. We look forward to learning about you!