B2C Sales & Retention Manager

Key Responsibilities

• Be accountable for delivering against business targets and goals
• Drive the team and team leaders on a day‐to‐day basis to deliver high sales performance across the B2C sales team, ensuring the smooth running of the overall department.
• Inspire the Sales team to maximise productivity, deliver optimal sales results, operational efficiencies and support growth, whilst implementing an effective reward, recognition, training and development programme.
• Lead and motivate the team by providing clear leadership, support and guidance across all areas and act as a role model across the team and the wider business.
• Lead the department with a philosophy of continuous improvement, contributing ideas and suggestions to improve the efficiency and effectiveness of the team and wider department.
• Lead by example to drive a customer‐centric approach within the team, ensuring the delivery of an exceptional customer experience, aligned to Consumer Duty requirements.
• Drive and embody the company values of “One team” and “Accountable actions” in all aspects of your own work and the team’s activities.
• Set clear, measurable goals and objectives that inspire the team to achieve business, quality and personal performance targets.
• Collaborate with Marketing and other supporting functions to design and deliver effective campaign initiatives and process improvements that drive sales growth and customer engagement.
• Ensure resource management is effectively planned in line with business needs, including the diligent recruitment of new team members who are aligned to the company culture and values.
• Deliver robust performance management, including documented 1:1 performance reviews, coaching, development and progression plans, and performance improvement plans where increased performance is required.
• Provide effective coaching to team leaders, ensuring coaching is impactful, sustained and drives continuous performance improvement, promoting a culture of high support and high challenge.
• Hold effective team meetings that provide feedback, communication and clarity, ensuring team leaders and the wider team are fully informed of product, process and procedural changes.
• Drive accountability across the team to resolve customer issues and provide timely, appropriate solutions that result in positive customer outcomes.
• Review QA (Quality Assurance) data and leverage feedback to build a high‐performing, compliant team.
• Drive change and innovation by evaluating different training and coaching delivery methods and implementing the most effective ways to engage team members, in line with the “Innovative pioneer” company value.
• Ensure completion of all mandatory learning and CPD (Continuing Professional Development) logging requirements for self and all individuals within the department.