Customer Sales & Support Manager

Customer Sales & Support Manager

Closing date for applications is:
Wednesday 09th December 2020.

Dundalk, Ireland


Job Description

Reporting to: Head of International Sales and Business Development

Horseware, one of the equestrian industry’s best-known consumer brands are seeking an experienced professional to join our team as a Customer Sales & Support Manager within our Customer Service and Sales department. This is an exciting time to join an internationally renowned and award-winning business and an excellent opportunity for the successful applicant.

You will lead the team to offer exceptional customer service and drive sales to achieve the team’s targets. You will have oversight responsibility for operating metrics, key performance indicators, and maintaining bottom line targets.

You will be an analytical and strategic thinker, monitoring and optimizing system performance as well as identifying business development opportunities.

The objective of this role is to deliver an excellent customer experience that will successfully increase sales and profitability of our products, our brands and drive sustainable, recurring, multi-year growth.


  • Lead and motivate the European Customer Sales & Support team to ensure they provide high quality customer service, while identifying opportunity for improvements.
  • Define and deliver performance goals and expectations for direct reports
  • Responsible for training, mentoring, appraisal and coaching, as well as building a positive team culture.
  • Coach and develop team members by identifying, planning and participating in ongoing professional development for all Customer/Sales Service Representative’s.
  • Professionally manage team relationships through feedback & motivation to create a positive working environment that deliveries consistently high satisfaction levels to customers.
  • Seek and take action on improvement opportunities
  • Monitor and review team absenteeism, time and attendance and implement performance improvement plans.
  • Continuously deliver outstanding service and problem resolution to ensure our organization is adhering to the high service levels expected by our customers
  • Ensure proactive and responsive approach to all aspects of customer success
  • Constantly add value by developing and improving sale processes to improve performance - develop and update customer service procedures and policies.
  • Assist with the identification of cross sell/up sell opportunities to customers.
  • Assist in the development of success plans for customers that outline critical success factors, metrics for success, potential issues, and provide recommendations
  • Lead on-site customer meeting to review all aspects of customer success, with the Field Business Managers & Customer Service Agent
  • Regular reporting on customer specific activities.
  • Ensure a hands-on approach to service delivery through the development of relationships with all key accounts and potential new customers.
  • Work closely with External Sales to ensure achievement of targets on a monthly and quarterly basis
  • Identify sales opportunities and prospects by phone and email. Ensure follow up on all approvals to meet new business and sales targets.
  • Ensuring the team meets the sales targets through performance management.
  • Instil a disciplined use of CRM system for forecasting opportunities, customer/sales
  • interactions and customer management.
  • Ensure system processes are lean, compliant, user-friendly and are well understood throughout the department.
  • Manage and motivate the Telesales team to continually contact new and existing customers to discuss their needs and to explain how specific products and promotions can meet these needs.
  • Collaborate with Business Managers and Marketing Dept. to develop and execute on campaigns that help ensure demand for our products via the right messaging and timely/relevant promotions.
  • Provide daily, weekly, or monthly performance and analytic reports. This includes monthly forecast, pipeline, and other strategic reports outlined.

Experience & Skills:

  • Degree in Business or related field
  • Minimum of 5 years’ experience in a high performing customer service environment.
  • Proven ability to manage a team, develop strong relationships and influence senior stakeholders.
  • Strong communication skills both verbal and written and a proven ability in communicating at all levels of the organization.
  • Ability to identify process improvements and manage change
  • Ability to multitask and make decisions in a fast-paced environment
  • Strong analytical, critical thinking, interpersonal and communicative skills
  • Highly numerate, analytical, and commercially focused.
  • Outstanding follow through and organizational ability
  • Excellent budget management skills
  • Positive, open, can do attitude and demeanour
  • Equestrian industry experience is an advantage

Company Benefits:

  • Competitive salary, commensurate with experience
  • Subsidised Canteen
  • Free Parking
  • Staff discount on all company products.
  • Additional annual leave days
  • Service days
  • Company pension
  • Employer Supported Volunteering.

How to Apply::
For more information on this opportunity or if you would like to apply please send your CV to following email address:


Jobs at Horseware

At Horseware, we know we would be nothing without the people that make us.