Customer and Sales ManagerOur client, a high-end corporate retail company, is seeking a dynamic Customer and Sales Manager. This pivotal leadership role combines a passion for exceptional service with a strategic sales mindset, directly impacting the company's growth and customer satisfaction. The ideal candidate will bring a high level of sophistication in client relations, operational excellence, and outbound sales, all within a high-end retail environment. This in-office position offers an exciting opportunity to lead a dedicated team, foster meaningful customer relationships, and shape the customer experience at a vibrant location in Boston.
Compensation: $80,000 - $85,000
*rate listed not guaranteed - potential offers vary based on experience level, qualifications, and internal equity and may be outside of this range.
Applicants must be able to work onsite 5 days per week in Boston to be eligible for this position.
Responsibilities - Oversee and empower the Customer Care team to deliver exemplary service through phone and email, establishing service standards, response goals, and quality benchmarks.
- Drive initiatives to enhance customer satisfaction, resolution efficiency, and loyalty scores.
- Manage complex customer escalations with professionalism, ensuring customer concerns are resolved promptly and satisfactorily.
- Develop onboarding, training, and continuous education programs for customer service representatives to uphold service excellence.
- Collaborate closely with Retail, E-Commerce, and Production teams to maintain a seamless and consistent customer experience.
- Optimize policies, workflows, and systems to support efficient service delivery and continuous improvement.
- Build and analyze performance metrics, dashboards, and reports to monitor service quality and inform strategic decisions.
- Identify and develop new opportunities through outbound outreach and account relationship building.
- Engage in proactive communication and follow-up with prospective and current customers, supporting sales initiatives.
- Coordinate with cross-functional teams to resolve challenges, refine business practices, and promote customer-centric growth.
Requirements - Bachelor's Degree required.
- Minimum of 5 years' experience in customer experience, client services, sales, or related fields.
- Proven leadership skills with experience managing or supervising a team.
- Exceptional relationship-building and customer service expertise, particularly with high-value clients.
- Comfort with outbound sales, account management, and order processing.
- Strong analytical skills and a process-oriented approach.
- Familiarity with Microsoft Office Suite and NetSuite.
- Excellent verbal and written communication abilities.
- Adept at working in a fast-paced environment with a flexible schedule.
- Reliable transportation and a valid driver's license are essential, as occasional travel is required.
Our Commitment to Inclusion & BelongingThe Hollister Group is an equal opportunity employer. We welcome and encourage applications from people who are under-represented in their respective occupation or position.
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