Sales Optimization Specialist

**Working hours**:

- Working hours Eastern Standard Time: 6am - 3pm _(12:00 - 21:00)_
- Monday to Fridays 12:00 - 21:00 South African time
- These working hours will change with daylight savings (in our summer months) to match the hours of 9am - 8pm Eastern Standard Time

**Job purpose**:
Responsible for improving sales and conversion rates in hearX’s omni-channel contact center (“Hearing Hub”).

**Minimum education (essential)**:
Matric

**Minimum education (desirable)**:
Train the trainer certification

**Minimum applicable experience (years)**:
5 years

**Required nature of experience**:

- Conversion rate measurement and optimization
- Training content generation and research
- Training facilitation
- Customer interaction
- Experience in a contact center environment
- Quality Assurance - analysis and interpretation of calls and text based communication methods

**Skills and Knowledge (Desirable)**:

- Coaching or training experience
- CRM System experience

**Essential Competencies**:

- Examining Information
- Documenting Facts
- Developing Expertise
- Articulating Information
- Team Working
- Checking Things
- Producing Output
- Taking Action

**Important Competencies**:

- Providing Insights
- Establishing Rapport
- Making Decisions
- Conveying Self-Confidence
- Showing Composure
- Thinking Positively
- Resolving Conflict
- Inviting Feedback
- Meeting Timescales
- Following Procedures
- Managing Tasks
- Pursuing Goals

**Team Support 5%**
- Work closely with the Marketing, Salesforce team, Customer Experience team, and HR to align sales strategies and optimize overall performance.

**Optimization 25%**
- Regularly review recorded calls to assess agent performance, customer reactions, and effectiveness of existing scripts.
- Use insights from call analysis to develop and refine scripted responses that enhance customer engagement and increase conversion rates.
- Tailor scripts and responses to different customer segments and lead sources based on analysis of successful interactions.
- Identify and assist with scoping and deployment of Salesforce features that are specific to enhancing sales tracking and customer relationship management.
- Ensure high data quality within Salesforce to maintain accurate reporting and decision-making.
- Develop sales strategies (and associated training plans) based on campaign and channel-specific metrics.
- Ensure optimal use of Salesforce, identifying features that are underutilized which could enhance productivity.
- Outperform industry or company-specific benchmarks on **conversion rates** for:

- Inbound calls
- Live agent Chat
- Upsell opportunities
- Repurchase opportunities
- Drive **optimization** of conversions on:

- Inbound calls
- Inbound calls
- Live agent Chat
- Upsell opportunities
- Repurchase opportunities

**Sales and Customer Experience 15%**
- Analyze the effectiveness of different lead generation sources in terms of conversion rates and suggest improvements.
- Track and report on key metrics such as call times, close rates, average deal size, occupancy rates, and outbound call volumes by team and individual agents.
- Document current sales (and support, in conjunction with CIA) processes; identify bottlenecks or inefficiencies that can be streamlined.
- Recommend and help implement best practice sales techniques based on data-driven insights.
- Analyze the customer journey for inconsistencies or pain points from initial contact through to sale closure.
- Utilize customer feedback to understand satisfaction levels and areas requiring improvement, influencing product, process or service adjustments.
- Propose and track the effectiveness of customer retention strategies such as retention calls, Lexie Club (membership model) and the Lexie Rewards loyalty programme.

**Training and Content Development 25%**
- Develop, maintain and improve training programs based on analytics to improve individual and team performances.
- Establish continuous feedback loops where sales agents can provide insights regarding ‘on the ground’ challenges, feeding into process improvement.
- Regularly assess skill gaps in the sales team and recommend training or recruitment strategies to address these.
- Provide ongoing training and support for Salesforce to sales agents and managers to maximize CRM effectiveness (in conjunction with the Salesforce team and BAs)
- Develop and maintain training schedules.
- Provide sales training, psychology and tactics to new staff as part of their onboarding.
- Provide ongoing training to existing staff as part of their development and performance management.
- Provide continuous input on development and maintenance of standard operating procedures, call scripts and agent training.
- Develop training evaluations both to determine agent score and effectiveness of training itself.
- Continuously optimize training efficiency and schedules, making midcourse corrections as required.

**Performance Benchmarking 25%**
- Compare sales metric