Digital Sales Manager

4 weeks ago

Fullerton, California, United States Avocado Green Brands Full time
Job Title: Digital Sales Manager - Fullerton

Avocado Green Brands is a mission-driven lifestyle and eco-luxury brand, fueled by green living, sustainability, radical honesty, authenticity, storytelling, social responsibility, and remarkable customer experiences. We make mattresses, bedding products, apparel, and beauty products in California using the finest natural and organic materials. The mission of Avocado is to be the most respected source for green home products at affordable prices; while maintaining environmentally conscious, ethical, and sustainable business practices; to help safeguard your health and protect our planet.

The Role
  • Develops and implements digital sales strategies, alongside department leadership, to achieve the company's digital revenue goals.
  • Drives the sales team's performance and actively engages in digital sales activities, including chats, phone calls, emails, social media, and virtual appointments.
  • Collaborates with Retail Brand Experience Centers to ensure proper staffing levels to support customers via phone, chat, email, and social media during operating hours.
  • Leads the 5-star review program for digital platforms.
  • Partners with the Retail Sales and Customer Experience (CX) departments to ensure the best customer experience across phones, chats, emails, and social media.
  • Works across all departments, including CX, Production, and Marketing to reduce cancellations.
  • Provides support for retail store coverage and training as needed.
Responsibilities
  • Create, report, drive, and track KPIs/OKRs around sales goals.
  • Work alongside the team while providing in-the-moment coaching and feedback on a regular basis.
  • Provide feedback and suggestions to management on how to better improve the retail experience.
  • Engage with customers and employees as a visible spokesperson and advocate for our brand.
  • Manage and coordinate Avocado events within the location, including but not limited to virtual experiences.
  • Participate in company initiatives and concept projects.
  • Respond to customers who have questions or need assistance in a variety of areas - product information, order updates, issue resolution, etc.
  • Provide guidance in determining outcomes for issue resolutions; handle and resolve escalated customer issues and situations as needed.
  • Ensure the whole team is well-versed in all products and processes.
  • Train the team on all new products released.
  • Assist team with managing daily workload of responding to customer emails, chats, and customers in the showroom.
  • Provide continual evaluation and feedback of processes and procedures by preparing and administering monthly performance reviews for employee improvement.
  • Suggest methods to improve operations, efficiency, and service.
  • Ensure calls and overall workload are handled efficiently and effectively.
  • Provide the best customer service in the world.
Requirements
  • Minimum of 3 years of retail experience, including retail/store management experience (e.g., at least keyholder) and experience managing store employees.
  • Passionate about our brand's values of healthy living, environmental awareness, and social responsibility; previous experience working for a brand with similar values is a plus.
  • Experience in creating, reporting, and tracking KPIs/OKRs around sales goals.
  • Previous experience running branded events is a plus.
  • Invested in creating a balanced and healthy environment for staff and guests.
  • A team player who actively contributes to the team in order to complete tasks, meet goals, or manage projects.
  • An entrepreneurial spirit to elevate your specific location.
  • Regular and predictable attendance.

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