Customer Sales & Support Manager


Closing date for applications is :
Tuesday 23th April 2019.

Horseware Head Office, Dundalk, Co. Louth


Job Description

Reporting to:  Chief Commercial Officer

Role Objective:

To lead the Customer Sales & Support Department in delivering excellence while implementing a program of change ensuring greater efficiency and greater focus on sales. To provide leadership, training and development of team ensuring company goals are met.


  • Lead and motivate European Customer Sales & Support team to ensure they provide high quality customer service to retailers and end consumers (where relevant)
  • Resource and manage the team: responsible for recruitment, training, mentoring and coaching; also planning, appraising and monitoring team members contribution and performance taking corrective action where required.
  • Develop and deliver the annual customer care and telesales plan and nurture an environment where team members can excel through feedback and encouragement.
  • Manage the Company’s inbound and outbound tele sales activity.
  • Develop team metrics, KPIs and measure team performance and success and share with Management team on a monthly basis.
  • Improve customer sales & service experience by engaging customers and facilitating sales growth.
  • Handle customer escalations, complaints and complex enquiries
  • Support and collaborate with sales team to achieve sales targets
  • Develop service level agreements with key accounts
  • Develop and update customer service procedures, standards and policies.
  • Create one team with standardised processes, procedures and policies
  • Document those processes, procedures and policies and communicate to team. All team members must follow team procedures.
  • Identify opportunity for improvements and make suggestions to Senior Management to implement change
  • Build positive team culture
  • Communicate sales plan activity to all team members and ensure implementation
  • Coach and develop a team of experienced multi-lingual telesales agents to develop and drive performance leveraging sales playbook and sales techniques.
  • Run effective and proactive daily/weekly/ monthly meetings with the sales team to ensure all objectives are understood and targets are met and exceeded
  • Responsible for individual team member progress and development, and to ensure optimum levels of revenue generation and activities completed (defined by the number of calls/emails) in line with company goals
  • Responsible for delivery of both individual and team revenue against predefined targets and associated KPI's
  • Provide relevant management information, including recommendations on people, product and service related issues
  • Identifying any areas of concern and underachievement you will coach and mentor through to a positive outcome
  • Identifying any opportunities to improve performance and help the company achieve its larger objectives.
  • Manage all communication with client through clients point of contact.
  • Work with the sales team to develop and deliver the Company’s sales strategy. Monitor sales operations and ensure sales performance targets are met.
  • Plan and manage the Company’s sales support activities including selling of product launches, sales promotions and other sales initiatives.
  • Develop and provide sales analysis and reports for senior management team
  • Liaise with production, planning and logistics to ensure excellent customer service, confirming ETA of orders, resolving any shortages issues.
  • Manage CRM system
  • Liaise with Area Sales Managers to ensure well-coordinated regional activities, with Field Sales Representatives in an optimal manner.
  • Work in cross functional groups on key Company initiatives/projects.
  • Implement any IT improvements required to support a modern sales operation.


Required skills:

  • 10 years plus experience with a minimum of 5 experience as a Tele Sales / Customer service manager.
  • Ability to manage and lead a team.
  • Proven record of achievement in a high performing telesales and customer care environment.
  • Excellent understanding of best in class and latest telesales and customer care practices and procedures.
  • Full understanding and experience of CRM systems e.g. Sales Force.
  • Strong client facing and communication skills.
  • Degree in Business Administration or related field.
  • Ability to identify process improvements and manage change.
  • Ability to multi task and make decisions in a fast-paced environment.

How to Apply

For more information on this opportunity or if you would like to apply please forward your application to the following email address:


Jobs at Horseware

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