SME Telesales Manager Retention & Acquisition

These positions can be based from Solihull or Leeds

We’re seeking highly motivated and experienced individuals to drive the performance of two core telesales functions. You’ll be accountable for providing direction and leadership to sales activity targeting our business customers in the SME market.

Whichever is your area of expertise, you’ll be responsible for building a multi-campaign telesales capability covering inbound and outbound activity to achieve target sales by segment, product and proposition. You’ll ensure key data is captured and efficiently managed to support future sales. Naturally, you’ll work in a collaborative, respectful way with colleagues in Regulation & Compliance to make sure the highest quality regulatory and ethical standards are set and achieved.

With a constant focus on improvement and innovation, you’ll challenge the way things are done to maximise sales performance from valuable prospect data and ensure the deployment of telesales team time and resources is optimised. Capturing prospect / customer and competitor insight to support developments, you’ll be instrumental in honing pricing, products, incentives, processes and systems. An inspirational leader, you’ll play a key role in motivating and developing a high performing team, whether they’re winning new business or reducing losses and increasing renewals. Ultimately, you’ll make certain that we deliver on our promises to customers, shareholders and regulators alike.

To be equal to the challenge, you’ll need a proven track record of managing multi-campaign acquisition or retention teams delivering campaigns that are closely coordinated with marketing and promotional fulfilment, aligned to different customer journeys. It’s crucial that you’ve worked closely with SME customers; energy industry experience would be an advantage but is not essential. We’ll expect you to be able to demonstrate a flair for driving continuous improvement. A strong leader, you have a clear track record of success in managing people, budgets and third party relationships and contracts. An understanding of market conditions and their effect on our business in terms of sales, retention and staffing is essential. Knowledge of OFCOM and other telemarketing compliance standards is vital.