Senior Manager, Post-Acute Inside Sales

We Make Life More Rewarding and Dignified

Location: Libertyville

Department: Sales

Summary

As the Sr. Manager of Post-Acute Inside Sales, you'll lead a dynamic team, drive annual planning, and execute strategies to build vital customer relationships. Acting as the main liaison for post-acute services, you'll bridge key account management and ostomy marketing across the US and GMO. You'll handle escalated issues, mentor associates with the Secure Start Trainer, and shape US business strategies as part of the Ostomy management teams. Additionally, you'll support new process launches, collaborate with IT and Salesforce on platform integrations, and manage a budget exceeding $5 million, making a significant impact on our business.Hollister Incorporated is operating in a hybrid-working environment

Responsibilities

Secure Start Leadership and Operational Excellence - 35%

• Oversee the supervisors and associates responsible for the daily service execution of the Post-Acute Inside Sales and Consumer Services teams to ensure that all performance targets are met.
• Ensure all associates are effectively trained on processes and meet compliance standards.
• Lead implementation and enhancements of customer-centric communication platforms.
• Lead Supervisors in holding the service teams accountable to execute key initiatives effectively in alignment with the overall annual operating plan and long-term strategy.
• Lead goal setting and achieve strong performance through strategic aligned actions.
• Collaborate with key sales partners to deliver on joint sales targets.
• Oversee corrective action processes associated with Ostomy services.
• Ensure strong levels of consumer satisfaction, including retention activities, by regular mining satisfaction surveys and soliciting feedback from customer and/or call monitoring.
• Partner with Key Account Managers and Marketing Team on various campaign strategies (i.e., sampling, discontinuation, etc.) - co-leading the efforts from concept to execution.
• Effectively lead, coach and performance manage the Supervisors of Post-Acute and Consumer Services to drive high performance, while instilling a sense of purpose by living the cultural beliefs.
• Address any operational issues in a timely manner, ensuring proactive communication with internal and external customers. Collaborate effectively with internal functions and/or manager peers in the resolution of these issues.
• Monitor service metrics and utilize analytics to make necessary adjustments to ensure consumer satisfaction levels remain high (level 5 satisfaction).
• Collaborate with Manager, Systems & Analytics to ensure all systems with Secure Start are functioning properly to align on business needs.
• Actively contribute as a member of the SSS/Customer Service leadership team to drive department operational excellence.
  

Attraction, Retention & Development of Associates - 30%

• Conduct interviews with cross-functional interview panel to attract new talent and develop robust talent pipeline.
• Promote an inclusive team environment that ensures strong morale, high associate engagement and retention of associates.
• Coach and develop supervisors to enhance talent capabilities of team. As necessary, meet with associates to discuss development outside of their current role.
• Identify, share, and coach to best practices.
• Hold bi-weekly one-on-ones to support associate development and coaching. Leverage coaching techniques to support coaching conversations.
• Conduct mid-year and annual performance reviews.
• Attend and participate in development succession planning meetings.
• Travel to career fairs for proactive recruitment of associates.
  

Strategy Development and Annual Planning/Budget - 15%

• Support the ongoing development of transitional and community services operating plan in alignment with long-term strategy, including setting performance targets, determining key initiatives, allocating the appropriate investments/structure and build a credible budget.
• Manage to and report against Plan budget monthly.
• Effectively communicate and rally team around the long-term vision and annual operating plan.
• Attend, participate, and/or present at US Ostomy Strategy sessions and other pertinent sessions cross functionally.
• Actively participate on the Global Customer Experience advisory team.
  

Customer Relationship Building and Issue Management - 15%

• Effectively manage and position the SSS Supplier Participation program in partnership with the Channel Key Account Managers.
• Act as the ostomy liaison with NPD, GMO, R&D, Quality Management, including establishing regular occurring internal meetings.
• Collaborate with Channel Key Account Management and support meetings with supplier partners.
• Resolve consumer issues in a timely fashion, including conducting fact-based research and mobilizing people to resolve issues or handle directly.
• Co-lead and travel to key customer events (i.e., UOAA, CAB, WOCN, Suppliers, etc.) with US Marketing Team to promote Secure Start Services.
  

Other - 5%

• Lead and/or contribute to assigned special projects as needed.
• Remain current on evolving legal issues and regulations pertinent to SSS, such as consumer marketing, privacy, and customer service regulations. Collaborate with legal team to ensure proper practices and procedures are met.
  

Essential Functions of the Role

• Excellent verbal, written, listening communications and presentation skills.
• Strategic thinking and change management skills.
• Leadership/Management skills.
• Ability to build key relationships and influence others.
• Ability to travel around 20-25% of time (global and local)
• Sitting or standing at a stationary workstation for 8-hour intervals.
• Ability to work greater than 40 hours if need arises.
  

Work Experience Requirements

• 10+ years in sales or customer service capacity (or equivalent work experience)
• Minimum 5 years of management experience
  

Education Requirements

• Bachelor's degree
  

Specialized Skills/Technical Knowledge

• Strong cross-functional leadership skills and business acumen.
• Ability to lead and adapt positively to change.
• Strong interpersonal skills and relationship building.
• Excellent listening and communication skills, verbal and written.
• Strategic thinking, independent problem solving and analytical skills.
• Experience with inside sales, customer service and account management.
• Goal oriented self-starter with strong attention to detail and results oriented focus.
• Manages time effectively and adapts quickly to changing priorities.
• Demonstrated organizational skills with emphasis on multi-tasking.
• Initiative and ability to drive continuous process improvement.
• Computer knowledge; Microsoft Office Suite, windows based navigation, etc.
  

About Hollister Incorporated

Hollister Incorporated is an independent, employee-owned company that develops, manufactures and markets healthcare products worldwide. The company spearheads the advancement of innovative products for ostomy care, continence care and critical care, and also creates educational support materials for patients and healthcare professionals. Headquartered in Libertyville, Illinois, Hollister has manufacturing and distribution centers on three continents and sells in nearly 80 countries. Hollister is a wholly owned subsidiary of The Firm of John Dickinson Schneider, Inc., and is guided both by its Mission to make life more rewarding and dignified for people who use our products and services, as well as its Vision to grow and prosper as an independent, employee-owned company, and in the process, to become better human beings.

Our Total Rewards package in aggregate is above market and includes competitive pay, generous paid time off programs, peer-to-peer recognition, health and life insurance, wellness programs and incentives, generous retirement savings, and a unique Benefit of Employee Share Ownership Program (BESOP).

Hollister is an EO employer - M/F/Veteran/Disability

Job Req ID: 33591

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