Senior Sales & Customer Service Manager at a Premium Hospitality Brand - Amy Consulting

Amy Consulting - Our client, a Premium Hospitality Brand, located at Victoria Island Lagos, is recruiting suitably qualified candidates to fill the position below:

Job Title: Senior Sales & Customer Service Manager

Location: Victoria Island, Lagos
Employment Type: Full-time

Job Description

• Our client is currently in need of a Senior Sales & Customer Service Manager who would be responsible for leading all sales operations and elevate the customer service standards.

Key Responsibilities

• Sales Leadership: As the Senior Sales and Customer Service Manager, you will be at the forefront of driving our company’s sales growth. You will devise and execute sales strategies, exploring new opportunities to expand our B2B customer base while nurturing existing relationships. Your expertise will be instrumental in achieving monthly and annual revenue targets.
• Customer Service Excellence: Elevating our customer service standards is paramount. You will oversee our in-house customer service and hostess teams in both Abuja and Lagos, ensuring that every customer interaction reflects our dedication to exceeding expectations.
• B2B Relationship Management: Building and maintaining strong relationships with our esteemed clients is a key aspect of this role. Your ability to understand their unique needs and preferences will be critical in providing tailored solutions and ensuring long-term loyalty.
• Technical Sales: With expertise incoffee machines and commercial coffee brewing equipment, you will oversee the direct sales of coffee equipment, working closely with the technical team to provide technical insights and support to our customers.
• Team Leadership: As a seasoned leader, you will inspire and empower your team to achieve their fullest potential. Your mentorship and guidance will foster a high-performing, collaborative, and motivated sales and customer service department.

Key Performance Indicators (KPIS)
Daily:

• Lead Generation: Initiate a minimum of 20 outbound prospecting calls or emails to potential B2B customers and add at least 3 new leads to the sales pipeline daily.
• Sales Engagement: Conduct a minimum of 5 product presentations or demonstrations to potential B2B customers and follow up with at least 10 leads to provide necessary information.
• Relationship Management: Schedule meetings with at least 2 existing B2B customers to strengthen relationships and address any concerns or issues promptly.

Weekly:

• Sales Pipeline Management: Update the CRM system with all sales activities and ensure that at least 20% of leads in the pipeline progress to the next stage.
• Sales Targets: Achieve a minimum of N2,000,000 in sales revenue per week and close a minimum of 5 new B2B customers weekly.
• Customer Relationship Building: Arrange at least 2 face-to-face meetings or calls with key B2B customers to strengthen relationships and identify upselling opportunities.

Monthly:

• Sales Revenue: Achieve a minimum of N8,000,000 in sales revenue per month and work towards the monthly revenue target of N15,000,000 initially and then N25,000,000 in the mid-to-long term.
• Market Expansion: Identify and pursue at least 3 potential new market segments or industries for B2B sales expansion and develop a plan for penetration.
• Sales Performance Analysis: Conduct a monthly review of individual and team sales performance against targets, analyze conversion rates, average order values, and customer acquisition costs, and develop strategies for improvement.
• Customer Satisfaction: Monitor and maintain a customer satisfaction rating of at least 90%, collect feedback and testimonials to demonstrate customer loyalty.

Key Requirements

• At least 5-8 years experience in FMCG sales- tea, coffee, coffee machines and hotels
• In-depth knowledge of specialty coffee and the ability to convey the nuances of coffee selection to customers.
• Experience in managing B2B relationships and a strong network in the hospitality and F&B industry.
• Technical knowledge of coffee machines and commercial coffee brewing equipment is advantageous.
• Excellent leadership and team-building skills, with a passion for driving growth and achieving targets.
• Strong communication and interpersonal abilities to engage effectively with clients and internal teams.
• Highly organized with the ability to prioritize and manage multiple tasks in a fast-paced environment.
• Proficiency in English and computer literacy.

Application Closing Date
31st August, 2023.