Sales Center Manager

11 hours ago

Kansas City, Missouri, United States Guitar Center Full time
About Guitar Center

Guitar Center is the world's largest retailer of musical instruments, amplifiers, drums, keyboards, recording, live sound, DJ, and lighting equipment. With over 290 stores across the United States, we offer a wide selection of music products to help people make music from coast to coast.

Job Summary

We are seeking a highly motivated and experienced Sales Center Manager to join our team. As a Sales Center Manager, you will be responsible for managing, coaching, and supporting the activities of our sales team while increasing revenues, hitting specific performance targets, and improving the productivity of our sales staff.

Responsibilities
  • Total ownership and accountability of their team achieving sales dollars goals, margin dollars goals, and margin rate goals.
  • Coordinate, oversee, and monitor participation of site-based sales promotion activity.
  • Motivate and coach sales team to perform at their highest level for all inbound and outbound activities.
  • Drive consistency in activities and other key KPIs including call productivity, margin, discounting, and consultative sales best practices through all contact channels.
  • Provide formal and informal consultative sales training.
  • Measure the performance of each agent by evaluating overall performance and establishing goals for each team and each team member.
  • Review daily activity reports to assure behaviors are aligned with expected sales results.
  • Monitor and develop agent tools to identify needs and to create best practices.
  • Ensure that agents are taking initiatives to meet their budgeted revenue goals.
  • Demonstrate operational excellence by delivering all requested sales reports, forecasts, and other requested information in a timely and accurate manner.
  • Continually improve performance and refine sales strategies.
  • Liaise with other internal teams to coordinate complex projects, resolve issues, accomplish objectives, and deliver the highest level of customer satisfaction and bottom line results.
  • Manage within the department budget and P&L.
  • Work with Training and Directors to develop associates in the areas of leadership, soft skills, product knowledge, systems and job specific training at the contact center.
  • Communicate, consult, and assess needs of internal customers to identify, develop, implement and evaluate appropriate training and development strategies and interventions.
  • Provide consistent metrics to the organization that will help align the on-going efforts and enable a clear understanding of cost, time, resources implication and ROI.
  • Represent training as a Subject Matter Expert (SME) on key projects or initiatives that provide impact to the business.
  • Conduct performance reviews to assess strengths and development needs providing feedback and opportunities for growth.
Requirements
  • Bachelor's Degree or equivalent business experience preferred.
  • Minimum of 5 years of management experience successfully managing and directing sales and customer service professionals.
  • 2-3 years of contact center experience preferred.
  • Strong oral and written communication skills.
  • A high energy level and desire to significantly impact the business.
  • Consultative Sales training and experience preferred.
  • Strong consultative sales approach and training capabilities.
  • Outstanding interpersonal skills.
  • Strong attention to detail and organizational skills.
  • Confidence, enthusiasm and a strong dedication to the job and company.
  • Proven success in a customer-focused sales environment.
  • Collaborative approach in communicating with internal team members.

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