Head, Telesales at a Non-bank Financial Institution - Novella Africa Limited

Novella Africa Limited - Our client, a non-bank Financial Institution, licensed by CBN, is recruiting to fill the position below:

Job Title: Head, Telesales

Job ID: ZR_131_JOB
Location: Yaba, Lagos
Employment Type: Full-time

Job Summary

• As a Head of Telesales, you must have a proven track record of optimizing sales processes, recruiting high-caliber sales talent, and meeting ambitious revenue goals.
• The Head of Telesales will create and execute high-impact strategies and bring a fresh, analytical perspective to scaling performance.
• You will also lead the development of the telesales team, setting the foundation for exceeding department targets.

Responsibilities
Leadership & Team Management:

• Lead and mentor the Telesales team to achieve peak performance and meet sales targets.
• Develop a high-performing team by recruiting top talent and providing ongoing coaching and professional development.
• Foster a culture of accountability, continuous improvement, and motivation to create a dynamic and successful sales environment.
• Track and analyze team performance metrics, identifying areas for improvement and implementing corrective actions.

Sales Strategy & Execution:

• Design and implement data-driven sales strategies to drive growth and enhance the efficiency of the Telesales operation.
• Analyze market trends to identify new sales opportunities and adjust strategies accordingly.
• Optimize the Telesales process through automation and analytics to ensure streamlined operations and maximize results.
• Set and monitor sales goals, focusing on key performance metrics like conversion rates, customer acquisition cost (CAC), and customer lifetime value (CLTV).

Recruitment & Talent Development:

• Take ownership of recruiting a talented and motivated sales team that can exceed department targets.
• Collaborate with HR to recruit high-potential individuals and integrate them into the team.
• Continuously enhance the skills and capabilities of team members through personalized coaching and structured training programs.

Customer Relationship Management:

• Build and maintain strong customer relationships, ensuring their needs are met and satisfaction remains high.
• Develop initiatives to foster customer retention and increase overall lifetime value.
• Resolve customer complaints promptly and ensure that any issues are handled efficiently.

Process Optimization & Reporting:

• Use data analytics to refine Telesales processes, identify inefficiencies, and implement optimizations.
• Provide regular, actionable insights and reports on Telesales performance, highlighting key areas for growth.
• Drive innovation in the sales process, leveraging technology and best practices to improve operational outcomes.

Compliance & Risk Management:

• Ensures that all Telesales activities comply with industry regulations and company policies.
• Identify and manage risks associated with Telesales activities, ensuring all sales processes are ethical and aligned with company standards.

Budget Management:

• Develop and manage the team’s budget, ensuring plans are executed within budget and deadlines.
• Coordinate with external consultants, agencies, and vendors where necessary to achieve goals within the allocated budget.
• Any other task as assigned by the line manager.

Key Performance Indicators
Sales Performance:

• Revenue targets: Achieve monthly, quarterly, and annual revenue targets by 80%
• Average order value (AOV): Increase AOV by 30%
• Sales conversion rate: Improve conversion rate by 50%
• Customer acquisition cost (CAC): Reduce CAC by 20%
• Customer lifetime value (CLTV): Increase CLTV by 50%.

Customer Satisfaction:

• Customer satisfaction ratings: Maintain a high customer satisfaction rate
• Customer retention rate: Increase customer retention rate
• Net promoter score (NPS): Maintain a high NPS score above 50%
• Complaint resolution time: Resolve customer complaints within 2 hours.

Operational Efficiency:

• Sales process adherence: Ensure 100% adherence to sales process guidelines.
• Sales call quality: Improve sales call quality by 50% based on call recordings and evaluations.
• Data accuracy: Maintain a data accuracy rate of 100%
• Time management: Ensure team members effectively manage their time and prioritize tasks.

Team Development:

• Team member development: Ensure 70% of team members achieve career development goals.
• Training effectiveness: Measure the impact of training programs on team performance.
• Employee engagement: Maintain 80% employee engagement.

Requirements

• Bachelor’s Degree in Business Administration, Marketing, or a related field (MBA preferred).
• Minimum of 5-7 years of experience leading telesales teams, with a proven ability to scale and optimize sales processes.
• Strong leadership skills with demonstrated experience in recruiting and developing top talent.
• Strategic thinker with experience in designing and implementing data-driven sales strategies that optimize performance.
• Excellent communication, interpersonal, and negotiation skills, capable of engaging and leading diverse teams.
• Adept at using CRM and sales automation tools to enhance efficiency and track performance.
• Ability to quickly learn and adapt to the financial services industry and the company’s product offerings.

Competencies:

• Ability to lead and motivate a team of telesales representatives.
• Skill in setting goals, tracking performance, and providing feedback.
• Understanding of market trends and customer needs.
• Ability to negotiate effectively with customers and close deals.
• Knowledge of sales processes and ability to optimize them.
• Proficiency in using customer relationship management (CRM) software.
• Knowledge of sales automation tools and technologies.
• Ability to analyze data and use it to make informed decisions.

Application Closing Date
31st January, 2025.