Mgr, Channel Sales (Home Services) in Hoffman Estates, IL at Sears Home Services

Date Posted: 9/13/2018

Job Snapshot

Job Description

Req/Job ID: 942804BR
Employing Entity: Sears, Roebuck and Co.
Employment Category: Regular, Full-time
Job Function: Business Development
Store ID: 58490: Sears Roebuck & Co.

Job Summary:

The Channel Sales Manager is responsible for supporting Senior Channel Managers to drive sales improvements across all lines of Business, by analyzing sales, contact volume, conversion and average order value (AOV) data, and developing tactics to drive sales improvements down to contact center agent. Channel Sales Support Manager will also be responsible for communication and coordination of sales initiatives with business partners and contact centers and sharing best sales practices across lines of business and contact center sites.

Scope of Responsibility:

Responsible for improving sales, average order value (AVO) and conversion across all lines of business and multiple channels, which consist of call center, web center, outbound sales, inbound sales, inbound service, offline functions, Vendor, and online functions supporting all client groups at Sears Holdings Corporation.

Job Duties/Responsibilities:
  • Identifies and assists in implementation of strategies that improve sales metrics, such as incentive programs, scripting, rewards programs, customer routing, skill profiling, hiring profiles, agent coaching strategies, or any other area that leads to improvement. Identifies and replicates best practices across sites
  • Interprets sales results by line of business and assists in planning monthly revenue goals and explanations to variances as needed
  • Produces the monthly business review, including analyzing the prior month and year-to-date performance versus plan, identifying and addressing key variances and preparing monthly management reporting packages, as needed
  • Analyzes and implements opportunities generate add-on, up-sell, or cross-sell sales revenue, and tracks and reports results and impacts to key metrics and total revenue. Using sales quality metrics, develops a plan for improvement and demonstrates the improvement and impact on sales metrics

Job Requirements

Job Duties/Responsibilities(Contd):
  • Works with call center General Manager, Channel Sales Managers and Business sales managers to help raise associate awareness and improve agent performance in the selling programs. Uses stack ranking of agents to provide recommendations to skill-based routing and skilling strategy
  • Develops and implements selling programs and sales processes; understands and improves sales performance distribution by agent by site
  • Assist with process improvement projects with a team and Six Sigma resource, when applicable, for sales improvements where ideas are gained from various areas, screened for effectiveness and then tested for effectiveness, and finally implemented, tracked, and reported for change in performance
  • Understands impact of sales by marketing source, area of country, or Sears customers, and creates and implements tactics (routing, sales incentives) to improve sales results
  • Creates and implements through partnerships ideas to improve channel performance
  • Reviews all existing sales scripting, and assesses impacts to performance and makes recommendations for improvements based on data driven results
Job Requirements:
  • 5+ years leadership experience in a sales environment
  • Bachelor's Level Degree in Business or equivalent related work experience
  • Financial acumen, with proven ability to interpet sales results and anayze data to identify opportunities to improve sales
  • Call center operations and systems knowledge, including skill-based routing and call flows
  • Highly skilled in problem solving and proven ability to convey innovative ideas and communicate complex theories, challenges, and solutions to senior levels of management
  • Strong collaboration and communication skills, with the ability to adapt style to needs of the audience to drive performance improvement from team members in different organizational areas
  • Problem solving ability, team building, and strong sense of urgency
  • Excellent computer skills, including MicroSoft suite of products, including Excel, Word, and PowerPoint, with expertise in Excel
  • Ability to build, improve, and sustain a sales culture in a contact center
  • Ability to influence individuals and organizations outside of span of direct control
  • Ability to communicate in spoken and written English well enough to be understood by direct reports, supervisors, co-workers, and customers
  • Ability to enter data and maneuver efficiently using a keyboard, operate a mouse, use telephone and headset equipment, and listen while keying information into the system
  • Ability to meet the physical requirements of sitting and some standing and walking, with bending and reaching as necessary
  • Ability to demonstrate self‐control by maintaining composure and keeping emotions in check even in difficult situations
  • All employees/associates may in the course of their duties come in contact with Credit / Debit Card Data. If this data is exposed as part of their position in the site/center, the associate must protect that data as directed and required by the compliance team to ensure SHC's compliance to current Payment Card Industry (PCI) Data Security Standards (DSS)

Education Requirements : Bachelor's Level Degree
Years of Related Experience : 5-10 Years
License/Certificate Required : No
Driver's License Required : No
Travel Requirements : None
Age Requirement : 18+