Job Objective
The role of the Inside Sales Manager is to lead, develop and manage a high performing, sales focused team in their efforts to achieve the company revenue targets and sales goals, and to ensure the Inside Sales Team is providing the highest level of support for our Sales Reps, Customers and Sales Management team.
Nature and Scope
Through regular sales training and performance management, the Inside Sales Manager will ensure the Inside Sales team is effectively utilizing all tools and resources available to them to support and onboard new customers, increase engagement with existing customers, provide proactive sales support and solutions to our CSR’s and customers, identify and capitalize on new sales opportunities and provide an overall exceptional customer experience.
Specific Accountabilities
Develop and lead a high performing, sales focused team in to achieve revenue targets and provide the highest level of support for our CSR’s, Customers and Sales Management team.
Ensure the Inside Sales Team is knowledgeable of the company’s strategic sales initiatives, and how to utilize all systems, tools and tactics that are available to support these initiatives.
Ensure the Inside Sales Team is aware of all current and future marketing campaigns and establish a rollout strategy for all key messages or calls to action
Ensure CSR’s and sales representatives provide timely follow-up especially after all new product launches, marketing campaigns, shows and key regional events
Build scripts and templates for outbound calls and emails, and coach the team on best practices for sales calling, follow up and CRM documentation
Develop and evaluate accounts for assigned team members against Stitches Creation Quality Program
Evaluate outbound emails to ensure quality and accuracy of information
Develop and manage the onboarding and performance management program.
Develop customer experience KPI’s to consistently increase NPS scores in order to establish Stitches Creation as the top customer driven vendor in the industry
Create Daily communication and follow up with CSR’s and customers to ensure customer experience KPI’s and NPS scores are being met
Develop and Monitor KPI reporting daily to ensure team and individual KPI’s and goals are being achieved
Perform regular one on one scorecard reviews with assigned team members.
Participate in Monthly Action Planning for assigned team members with President and Sales Manager
Lead Quarterly review meetings to check in on Action Plans with assigned team members
Develop a workforce plan and annual department budget in partnership with CFO and VP of Sales
Research and identify new technologies to improve the customer experience and increase team efficiency and effectiveness
Resolve escalated customer concerns that are beyond the team’s level of control or capabilities
Job Types: Full-time, Permanent
COVID-19 precaution
Remote interview process
Personal protective equipment provided or required
Social distancing guidelines in place
Virtual meetings
Sanitizing, disinfecting, or cleaning procedures in place
How to Apply
Applications can be submitted by email to and must include a resume, cover letter, and any other supporting documents.
Company Profile Stitches Creation Inc. is Western Canada's largest custom design apparel and decoration services provider. The company is located in Burnaby, B.C. and has been in operations since 1993. The company specializes in providing products and services to the business retail market, focusing on branding and logo design for corporate uniforms, promotional events, and sportswear. Stitches Creation Inc. has 50 employees spread throughout production, sales, and administrative departments. They are dedicated to being the most trustful branding and decoration solutions provider for clients in the Greater Vancouver area and beyond.
Requirements
Job Requirements
EXPERIENCE REQUIRED
Minimum of 3 years of Sales Management experience
Experience with performance management and coaching
Experience leading high performing teams of staff to enhance the customer experience while continually increasing NPS scores
Experience with CRM systems
SKILLS REQUIRED
Advanced communication, public speaking, relationship building and team management skills
Results orientated, self-motivated and driven to achieve high standard of customer service excellence
Cross-departmental team player with ability to collaborate and influence on initiatives to improve the customer experience, and achieve revenue targets.
Ability to anticipate problems and resolve issues quickly.
Advanced understati