Sales and Customer Experience Director

2 weeks ago

Johannesburg, Gauteng, South Africa Isilumko Staffing Full time

Job Title: Sales and Customer Experience Director

Job Summary: We are seeking a highly skilled Sales and Customer Experience Director to lead our sales and customer service teams, ensuring optimal functioning and driving growth to achieve our sales targets.

Key Responsibilities:

  • Align sales targets and metrics with business objectives.
  • Monitor sales performance to meet budget targets and maximize revenue.
  • Ensure recovery ratios align with the strategic sales plan.

Customer Experience Solutions:

  • Collaborate with Marketing to implement relevant plans for sustainable business growth.
  • Drive continuous innovation and improvement to stay at the forefront of the industry.
  • Provide solutions to issues and ensure effective resolution.
  • Ensure understanding of optimal customer solutions and cost-effective options.

Operational:

  • Manage sales performance and reporting.
  • Ensure appropriate stock planning and allocation for maximum sales.
  • Oversee repudiations, customer experience, and auctioneering departments.
  • Manage adherence to all contractual obligations and legislative requirements.
  • Oversee lead management systems and web-based initiatives.
  • Collaborate with Supplier Experience and Registration Documents teams to address stock availability.

Risk Management:

  • Ensure all deals are legitimate, ethical, and legal.
  • Ensure customer/supplier SLAs are in place and adhered to.

Stakeholders (Internal & External):

  • Build and enhance relations with internal departments, suppliers, customers, and agents.
  • Establish and sustain robust relationships with buyers.
  • Provide regular reporting to stakeholders on sales performance.

Employees:

  • Provide clear direction and decisive leadership to direct reports.
  • Set performance standards/targets for direct reports and hold them accountable.
  • Create a constructive atmosphere, engaging and motivating direct reports.
  • Ensure adherence to business policies and procedures.
  • Lead by example in line with Barloworld Leadership Behaviors.
  • Support direct reports in their individual development plans.

Academic Qualifications:

  • Essential: Relevant Sales and Marketing degree/diploma/equivalent
  • Advantageous: Post-graduate qualification, Auctioneering certification
  • Note: Unendorsed Driver's License required

Work Experience:

  • Essential: 5 to 7 years' sales experience in the vehicle auctioneering/sales or motor engineering industry.
  • Proven track record in strategic customer relations management.
  • Retail sales experience.
  • Proven track record of achieving sales targets.

Knowledge:

  • Essential: Good product knowledge, understanding of structures, processes, and compliance.
  • Deep understanding of online auctions, financial benchmarks, and targets.
  • Expertise in demand creation and customer influence.
  • Knowledge of salvage management and disposal industry.
  • Understanding of retail customer expectations.

Skills:

  • Essential: Planning and organizing, communication skills, financial acumen, interpersonal skills.
  • Well-developed listening skills, internal resilience (EQ), negotiation skills, conflict resolution skills.
  • Numerical reasoning, problem-solving, analytical and diagnostic skills.
  • Computer, technology, and system skills (Intermediate – advanced MS Office).

Personal Attributes:

  • Essential: Planning and organizing, drive for results, adaptability, innovation, continuous improvement.
  • Strong drive for growing the business, commitment to maintaining business awareness, focus on customer centricity.
  • Readiness to make and own decisions, resilience to stress and pressure, commitment to ethical behavior.
  • Advantageous: Concern for leading others and our culture, focus on analyzing and solving problems.
  • Focus on innovating, appreciation for challenging others with respect, openness to accepting feedback.
  • Concern for valuing and appreciating others, concern for working within parameters.

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