Sales Manager

California Closets  |  

Jacksonville, FL or Orlando, FL

On behalf of our client, California Closets, we are conducting a search for a Sales Manager to lead a growing and successful team of Sales Design Consultants between the Orlando and Jacksonville markets.

Reporting to the General Manager, this role is focused on ensuring company sales targets are met and achieving deliverables against key business metrics for the Regional Business Unit (RBU). The Sales Manager is tasked with upholding California Closets’ standards of excellence with each and every customer. They also collaborate with the Operations Team to ensure that process flow is being followed, resulting in customer satisfaction at all touchpoints in the sale.

Essential Duties + Responsibilities

  • Partner with General Manager to develop a sustainable sales and trade business strategy.
  • Collaborate with office operations team on defect leakage and identify opportunities for improvement.
  • Attend cross-functional leader team meetings to discuss business strategies, challenges, and successes.
  • Manage a team of Sales Design Consultants, Showroom Sales and Design Associates, and Sales Leads (where applicable) ensuring all company revenue goals and key performance indicators are met or exceeded.
  • Ensure consultation report is updated bi-weekly and emails to designers regarding consultation standards are being executed bi-monthly.
  • Collaborate with National Sales Manager on process flow and identify opportunities for improvement.
  • Analyze sales data and develop strategy to address areas of opportunity.
  • Assist Sales Leads (where applicable) with troubleshooting design challenges and work with the client directly when necessary to problem solve. 
  • Collaborate with appropriate SME as needed to resolve system issues and/or glitches.
  • Ensure bookings are completed within 72 business hours and a 90% conversion rate is achieved.
  • Performance manages underperformers following performance management guidelines to improve results including detailed documentation, while partnering with HR and General Manager.
  • Collaborate with Sales Leads to ensure all mandatory training is completed as per training strategy for new and on-going training and development including classroom and CC Academy courses.
  • Coach and develop direct reports through….”skill development program, GS&R, and industry standard conferences.”
  • Conduct monthly goal setting and reviews with all team members.
  • Manage day-to-day performance of all sales / design team members and deliver Monthly Goal Setting and Reviews.
  • Schedule and facilitate monthly sales meetings, including coordination with guest speakers and office team.
  • Coordinate with CCO Services Manager to implement showroom events to CCHB standards and work with sales managers on attendees.
  • Arrange ride-alongs with design team when necessary for the purpose of development and coaching performance.
  • Work with Sales Design Consultants / Sales Leads to create and employ a Personal Marketing Plan.
  • Ensure sales team has the appropriate mix of company leads and personal marketing plan leads and are appropriately following up with leads in a timely manner.
  • Achieve CCO goals for abandoned call rate, slippage, number of monthly consultations and Net Promoter Scores.
  • Maintain a 95% new lead to scheduled appointment conversion rate ensuring all leads are pursued.
  • Continue daily contact for appointment cancelled / will reschedule to maintain a low slippage percentage.
  • Ensure direct reports are delivering an exceptional customer experience with every customer touch point – manage customer escalations to ensure satisfaction and update team accordingly.
  • Manage sales contests and incentive programs and collaborate with GM on creation of incentives.
  • Review feedback through NPS scores and follow up on all negative responses with customer and or Sales Design Consultants / Sales Leads.
  • Review CRM workflows to ensure Sales Design Consultants provide quality data, timely status updates and provide prompt exchange of proposals, designs and contracts to Customers within set timelines.
  • Stay abreast of all technologies applicable to the sales / design process (CAD, Epicor, Salesforce, Digideck).
  • Request Caliper assessments, send offer letters, managing employment expectations.
  • Assist and/or lead in the onboarding of design consultants following the Facilitated Sales process.
  • Ensure Sales Design Consultants follow facilitated sales cycle, lead management follow up and needs analysis processes through all customer engagements to maintain the CCC, FSB and FSV Brand experience.
  • Communicate with Sales Design Consultants to address any requests, concerns or questions.
  • Participate and/or Lead weekly/monthly/quarterly team meetings and/or training.
  • Build sustainable relationships of trust with California Closets customers through open and interactive communication.
  • Resolve product or service problems by clarifying the customer’s complaint by determining the cause of the problem and working with internal team to offer the best solution.
  • Follow the needs analysis process for allocation of new leads generated through incoming calls/live agent.
  • Perform lead management follow up and Showroom consults (walk-ins), ensuring clients receive appropriate service level response.
  • Expedite correction or adjustment of CAD designs.
  • Handle complaints providing appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
  • Resolve customer complaints via phone, email, mail or social media. 
  • Utilize technology to perform day-to-day tasks. 
  • Assist the General Manager and Sales Manager with administrative expectations and reporting.
  • Support the maintenance of the showroom in accordance with the maintenance checklist (visual merchandising).
  • Review and monitor proposals, contracts and all relevant documents/photos upon completion of sale to ensure sales design consultant performance.
  • Keep records of customer interactions, process customer accounts and file document.
  • Light cleaning to keep our spaces/showroom aligned with the brand.
  • Perform design consultation and create virtual designs (online or offline) utilizing customer preferences, measures, design boards and inspirations.
  • Deliver on the California Closets brand experience.

Qualifications + Requirements

  • High school diploma and/or GED; some college education preferred. 
  • Interior design education, direct industry experience or proven passion for home décor. 
  • 5+ years of direct selling consultative sales experience within a business to consumer environment, preferably in high-end furniture, design showrooms, or luxury retail environments
  • 3+ years of management/leadership experience. 
  • Proven track record of leading a team to exceed sales quotas and sales metrics.
  • Results-driven individual who takes initiative and accountability to continuously improve business outcomes.
  • Strong leadership skills with the ability to influence and motivate others. 
  • Exceptional customer management and conflict resolution skills. 
  • Ability to work well in a cross functional business structure where collaboration and coordination between teams is critical for success. 
  • Familiarity with data analysis and reporting. 
  • Proven customer service / support experience. 
  • Ability to sell and promote products in home improvement industry.
  • Thorough knowledge of millwork and related materials and hardware (i.e door styles, finishes, decorative hardware, countertop surfacing, glass or molding). 
  • Strong communication, interpersonal and presentation skills.
  • Strong phone contact handling skills and active listening. 
  • Excellent time and project management abilities.
  • Self-starter and ability to manage own schedule.
  • Demonstrate excellent critical thinking and reasoning abilities.  
  • The ability to identify and resolve potential issues.
  • Detail oriented, organized and time management skills.
  • Ability to work with all employees to create a forward-moving, positive work environment. 
  • Ability to provide an exceptional client experience aligned to the company values. 
  • Proficient in math (i.e Fractions and unit measurements). 
  • Willingness to support other offices/showrooms within the region. 
  • Must possess an unwavering commitment to foster a safe and event-free work environment. 
  • Tech savvy with the ability to quickly learn and apply various business systems (CAD, Salesforce, Microsoft Office, etc).

Please send a cover letter and resume to Brad Nelson at bnelson@palladianwest.com.

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