Senior Manager of CFX

Summary

The Senior Manager of Customer Fanatics (CFX) leads SPR's inside sales organization, fostering a supportive, accountable, and customer-focused culture that drives profitable growth, retention, and an exceptional customer experience. This hands-on leader coaches and motivates employees, establishes clear expectations, provides the tools and resources needed for success, and actively advocates for the team. The Sr. Manager oversees a fluid portfolio-based sales model focused on developing existing accounts, pursuing new opportunities, and supporting customers' day-to-day needs while collaborating across the organization to help the team succeed.

Location: Smyrna, GA (Near Battery Center)

Essential Duties and Responsibilities include the following: Other Duties

• Lead, coach, and develop the CFX inside sales team while fostering a culture of teamwork, accountability, and customer focus.
• Establish clear expectations, performance standards, and consistent coaching practices.
• Develop and maintain KPIs and functional dashboards to measure team performance, customer engagement, retention, responsiveness, and workload.
• Use performance data to identify trends, coach employees, allocate resources, and improve results.
• Oversee account assignments and workload distribution within a fluid account base of more than 2,000 customers.
• Guide the team in proactively engaging customers, developing existing accounts, and identifying growth opportunities.
• Monitor sales and account profitability and develop strategies to improve performance.
• Advocate for the team by removing barriers, securing resources, and escalating issues that affect employees or customers.
• Collaborate with outside sales, customer service, sales operations, operations, IT, pricing, credit, marketing, and merchandising.
• Provide leadership on escalated customer issues and ensure clear ownership through resolution.
• Recruit, onboard, train, and retain high-performing team members.
• Communicate team results, trends, risks, and opportunities to senior leadership.

Supervisory Responsibilities:

This position has direct supervisory responsibility for the CFX inside sales team and any assigned managers or team leads. Responsibilities include recruiting, onboarding, coaching, performance management, employee development, workload allocation, and fostering a positive and accountable team culture.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Proven leadership experience in inside sales, account management, customer success, or a related customer-facing environment
• Demonstrated ability to motivate, coach, and develop employees
• Experience establishing KPIs, dashboards, and performance reporting
• Strong analytical skills with the ability to turn data into actionable plans
• Understanding of account development, customer retention, and profitable growth
• Strong communication, collaboration, and problem-solving skills
• Ability to manage changing priorities in a high-volume, fast-paced environment
• Sound judgment and a high level of accountability and follow-through
• Proficiency in Microsoft Excel, CRM systems, and reporting tools
• Experience in wholesale distribution or the JanSan industry is a plus

Education and/or Experience:

Bachelor's degree in business, sales, management, or a related field is preferred. Equivalent relevant experience may be considered in place of formal education requirements.

Five or more years of progressive leadership experience in inside sales, account management, customer success, sales operations, wholesale distribution, or a related field is preferred.

Experience in the JanSan industry or strong knowledge of JanSan products, customers, and distribution channels is a plus.

Work Environment:

Hybrid - Home Office / Headquarters

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job the employee is regularly required to sit; use hands and fingers to handle or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk.