What are the responsibilities and job description for the Sales and Customer Experience Manager position at Summit Credit Union?
The Sales and Customer Experience Manager is responsible for driving business success by leading a team of Member Relationship Specialists in the Contact Center. To achieve this, the manager must develop and execute strategies to enhance member satisfaction, loyalty, and retention. This includes coaching and mentoring team members to deliver exceptional service and sales results. Effective leadership, motivation, and empowerment are critical to drive performance and recognition. In addition, the manager must ensure proper staffing levels through accurate resource scheduling. Regular monitoring, evaluation, and identification of areas for improvement are essential to drive growth and development.
Key Performance Indicators
Key Performance Indicators
- Service levels, quality standards, and sales goals achieved through effective leadership and coaching.
- Team members empowered to make decisions and take ownership of their work.
- Regular feedback and coaching provided to team members to improve performance.
- Mentoring and development opportunities provided to team members to enhance skills and knowledge.
- Proper staffing levels maintained through accurate resource scheduling.
