Customer Care and Direct Sales Department Manager

Customer Care and Direct Sales Department Manager is responsible for setting and implementing customer retention strategy, organizing work of Customer Care department, meeting customer service standards and helping business to achieve its targets.

Scope of responsibilities:
• Manage customer care and direct sales within internal department and external partners;
• Management of internal customer care department and being responsible for its employees (team of 30 people), activities and results;
• Setting and implementing customer retention strategy and organizing all CRM process;
• Developing direct sales/ telemarketing team;
• Meeting assigned sales and expense budgets and key performance indicators related to operations within responsibility area;
• Performance tracking and evaluation of employee; .
• Follow, monitor and update workflow and processes;
• Ensure quality standards, meet targets on customer satisfaction;
• Update all locally necessary instructions and manuals (product, payments and system information), as well as adapt group guidelines to local needs;
• Constantly look for and develop new approaches to increase customer’s satisfaction and sales within department (i.e.: e-mail marketing, targeted sales campaigns, reminding services);
• Participate in group activities devoted to improvement of customer service, acquisition and retention;
• Supervise payment export and import process, monitor bank service, initiate improvements in payment management process;
• Prevent Frauds.

• Ability to plan own work and team performance within a specified period;
• The ability to use information technology to conduct its business;
• Higher Education diploma and Fluent English language skills;
• Ideal candidate has previous experience as telemarketing/sales team leader.

• Dynamic and challenging work with ambitious and highly professional team;
• Work in a rapidly growing international company operating in an exciting and competitive industry;
• Competitive remuneration package;
• Supportive environment facilitating growth and achievement.

Please apply by submitting your CV and Motivation letter with a note „Customer Care and Direct Sales Department Manager”.