Retail Fleet Team Lead
2 weeks ago
About the Role:
The Retail Fleet Team Lead - Inside Sales and Retention will be responsible for leading a team of Inside Sales and Retention Representatives to ensure exceptional customer satisfaction, retention, and growth. This role will oversee strategies, mentor team members, and drive initiatives to optimize the customer experience through three pillars of support, retention, and growth with a focus on retail fleet customers.
Key Responsibilities:
- Team Leadership: Establish clear performance expectations and goals for Inside Sales and Retention Representatives aligned with departmental objectives and company priorities. Lead and motivate team members to achieve targets and goals. Foster a collaborative and positive team culture focused on customer success and satisfaction. Provide guidance, mentorship, and training to team members to enhance their skills and performance.
- Sales Growth: Prospect sales leads and cross-selling opportunities. Mine existing customer portfolios. Act on sales team leads and fleet leads submitted by site operators. Perform online searches and collect competitive and industry intelligence. Follow up on leads/qualified opportunities and internal stakeholders to close the sale and ensure a smooth customer onboarding experience. Pass on leads over a pre-determined annual volume range to the Commercial Outside Sales team and support them as needed to qualify opportunities and close sales.
- Retention: Establish and manage customer relationships to protect existing business and avoid volume degradation.
- Performance Monitoring and Reporting: Track team performance metrics, including outreach activity, customer engagement, and retention rates. Provide regular reports and analysis to manager on team performance, customer feedback, and trends. Implement continuous improvement initiatives to optimize outreach processes and drive results.
- Cross-Functional Collaboration: Collaborate closely with sales, marketing, programs, and support teams to ensure a seamless customer experience throughout the customer lifecycle. Share customer insights and feedback with relevant stakeholders to inform product development, marketing strategies, and sales initiatives. Work cross-functionally to develop and execute customer success programs, campaigns, and initiatives.
Requirements:
- Bilingual in French and English.
- Proven leadership experience in sales, inside sales, customer success, customer service, or related roles.
- Bachelor's degree in business administration, marketing, communications, or 3-5 years of transferrable work experience in sales/inside sales experience.
- Strong communication and interpersonal skills, with the ability to influence and motivate team members.
- Analytical mindset with the ability to interpret data and insights to drive decision-making.
- Strategic thinker with a customer-centric approach and a focus on delivering results.
- Experience with customer relationship management (CRM) software and outreach tools.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
- Passion for customer success and a commitment to delivering exceptional service.
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