Sales & Customer Service Manager

As a key member of the middle management team at Tiger, you will be responsible for managing the performance and development of our Tiger sales & customer service channels, ensuring that phone sales, customer service levels, and KPIs are consistently met and exceeded. You will oversee key service, sales and systems to deliver the highest levels of customer support.

Collaborating closely with all internal teams, you will help foster a positive, customer-centric, and collaborative culture within the group. Your role will be pivotal in improving operating efficiencies, driving sales activity and maximising commercial opportunities to support the company’s growth aspirations over the next 5 years.

This is an opportunity to drive change, take a leading role and contribute to the successful growth of our Tiger brand and yourself professionally. The role is hands on, and the early developments of the role will be identifying skills and technology gaps to then develop the team for managing business growth.

Key Responsibilities

Sales and Marketing

· Develop and implement a comprehensive strategy for the Tiger Sales & Customer Service channel ,focusing on sales initiatives, service level processes, HR management, and scalable growth.

· Drive sales activity to maximise commercial opportunities and contribute to profitability.

· Manage and grow new and existing customer activity through telephone, mobile, email, webchat, and reporting channels.

· Ensure prompt and professional responses to all sales leads, quotes, abandoned baskets, and inbound to maximise sales and service performance.

· Implement, develop and manage relevant operational KPIs for the department.

· Collaborate with the Marketing department on marketing initiatives, ensuring alignment with the

overall marketing plan and budget.

· Develop and maintain a comprehensive customer database, supported by activity reports and analysis.

· Participate in and assist with organising trade shows, exhibitions, and training events as needed.

· Work with internal teams on the delivery of new product development (ENPD) plans based on customer insights and feedback

Processes and Systems

· Engage with key stakeholders to develop and implement process improvements.

· Collaborate with IT and other departments to enhance internal systems for better data processing, ordering, sales analysis, reporting, and customer service levels.

· Coordinate technical support provision for products and services to ensure exceptional customer service.

· Handle complaints and work with other departments for escalations and resolutions

· Identify and implement ways to improve efficiency and customer service using technology & systems.

Team Development

· Oversee the recruitment, training, and development of personnel across all sales and customer service teams, considering the seasonality trends of the business model.

· Ensure comprehensive induction, training, and personal development plans for all departmental staff.

· Monitor and manage personnel performance, HR processes, and overall wellbeing.

· Develop a winning contact centre team, that is prepared for surges during peak trading times

· Implement means of handling volume, with strategies implemented for additional cover and future weekend support to customers Culture and Communication

· Serve as a role model for a quality-first culture, with your team and wider departments

· Work with the wider team to establish a positive, customer-centric, and collaborative culture across the group.

· Contribute to the company’s goals and objectives, aiming to improve market share via Tiger brand visibility, customer satisfaction, and productivity.

· Maintain clear and effective communication with all relevant internal departments.

· Lead by example

KPI’s

· Sales (vs Targets)

· Refunds (vs Targets)

· Service Levels (vs Targets) Examples; Time in queue/abandonment, Calls/ Emails presented, Average handle time, First response time etc

· Customer Feedback, Ratings and Lifetime value (social media/ Trustpilot/ Feefo)

· Team Retention & Development

Skills and Experience

· Proven experience in managing sales and customer service teams, preferably a contact centre

environment within retail or home improvement sectors.

· Strong strategic planning an execution skill

· Excellent communication and interpersonal skills

· Ability to drive sales and maximise commercial opportunities

· Proficiency in managing and developing internal systems and processes

· Strong leadership and people management ability

· Growth mindset, can do attitude and willingness to deliver results to improve customer experiences and long term business performance

FULL JOB DESCRIPTION AVAILABLE UPON REQUEST.

WHAT CAN WE OFFER?

· 28 days holiday (inclusive of bank holidays) and length of service increase

· Holiday purchase scheme (up to 5 extra holiday days per year)

· Generous staff discount on DIY store products and garden buildings

· Internal reward & recognition scheme

· Employee Ownership Trust - Annual Tax Efficient Bonus

· KPI incentives

· Personal learning, development & progression opportunities

· Free parking

· On-site canteen and facilities with free hot drinks available

Please apply with an up to date CV and contact details. Successful candidates will be required to provide evidence of their right to Work in the UK and references on request