Sales Manager

Texas Speed and Performance, a proven leader in the Late-Model Domestic performance industry, is looking for an experienced Sales Manager for its retail and wholesale business channels. The success of Texas Speed & Performance is driven by an energetic culture of automotive passion, results, and an unrelenting determination to succeed. We offer a unique blend of family-owned values with professional business savvy combined with a rare opportunity to work in an industry where passion and devotion for high performance vehicles can be part of your everyday career.

The Sales Manager will lead the Sales (Retail and Wholesale) and Customer Service teams to drive a best-in-class shopping and customer service experience delivering rapid sales and margin growth Texas Speed & Performance. This growth will be achieved by providing customers with friendly and efficient service, driving continuous improvement with contact center SLA’s, seeking new lead generation through social media/forums and other means. Candidates must strive to balance sales revenue and margin initiatives while consistently delivering a best-in-class customer experience. This position will be measured on meeting the agreed upon Sales and Margin targets, achieving customer experience SLA’s, managing expenses to budget, and continuing to build a strong culture guided by our company values.

Specific Duties:

Lead Sales/Customer Service teams to promptly handle all inbound customer contacts via phone, email, chat, and social channels to minimize abandon rates, while improving service scores and SLAs.

Lead Sales/CS Teams to create strong customer relationships and drive increased business from existing customers by gaining their trust and providing exceptional service.

Lead Sales team in taking a proactive approach in reactivating ‘dormant’ customer accounts.

Lead Sales team in seeking new relationships by finding new installers and wholesalers to grow the overall business. Develop new B2B tactics for expanding the installer program to serve the needs of the (Do-It-For-Me) DIFM and IIFM (Install-It-For-Me) market.

Develop out-bound customer leads program for sales and installer channels.

Responsible for executing a commission program for the Sales Department that motivates the team and drive additional business.

Optimize Sales/CS team schedule to guarantee optimal coverage during peak call times, minimizing hold times and abandonment rates, to deliver a best-in-class customer experience.

Assist with the budget creation for your departments (including revenue, margin, expenses), managing to these budgets.

Manage the overall performance and ongoing development of associates; identify skill gaps and work with sales coaches to develop and execute a comprehensive plan to address. Provide regular feedback and coaching to team members to drive desired outcomes and accountability.

Responsible for recruiting sales and customer service team members; coaching, mentoring and developing associates, as well as hiring and separations.

Partner with our Product/Marketing Team to identify new opportunities that will help promote

and support our rapid growth goals for all sales areas. Lead sales teams to meet or exceed on sales, margin, and expense budgets, while delivering on customer experience.

In charge of reviewing current Sales/CS Team process and procedures to identify opportunities for improvement to existing workflow, functionality, and integrations, while driving growth in sales and efficiencies.

Generate/provide reporting data showing historical performance, trending data to report on the team’s performance on a daily/weekly/monthly/annual basis.

Serve as the primary point of escalation for any customer in need of support, with the exception of technical support matters.

Serve customers through our company values and provide an industry leading customer experience.

What Success Looks Like:

• Demonstrate the ability to be focused on serving enthusiasts and associates as well as meeting or exceeding sales revenue and margin objectives.
• Demonstrate the ability to develop, launch, and deliver on B2B programs that drive aggressive installer growth.
• Demonstrate the ability to hire, train, retain, and engage customer-centric sales and customer team.
• Accurate reporting on lead generation/conversion by representative.
• Promote action regarding team performance, including service quality, revenue, margin, phone/contact metrics, SPIF performance, etc.
• Be a decisive leader, lead with integrity and influence change by being a role model.
• Collaborate well with the Product, and Manufacturing team to drive a cohesive strategy.

• 10 years of experience leading and directly managing a sales/customer service team of 10 or more, preferably in a contact center environment as the formal supervisor/manager.
• Candidate must be an analytical decision maker and problem solver as well as be creative.
• Delegate and drive accountability as well as lead cultural transformation by influencing and being a role model.
• Promote teamwork and collaboration within all levels of the organization.
• Change agent, one who is adaptable and promotes flexibility
• Customer-centric, possess strong skills in communication, proficiency in data analysis, who can fulfill and promote our core values of communication, transparency, trust, collaboration, and respect, and is able to take/receive constructive feedback.
• Limited Travel Required