Head of Telesales & Administration

Provide input to and lead the implementation of tele sales strategy to achieve revenue growth, enhance customer retention and acquisition, and increase lead conversion for small and mid-sized customers in line with business strategy, financial objectives, Group guidelines and policies Responsible for managing the Telesales team to deliver New Business and Account Management sales services to deliver and increase Revenue and Ebit for the DHL eCommerce UK business. The role is responsible for 8500 accounts which are managed by a team of 12 Telesales colleagues with a new business target of £5mn,

• Responsible for working with Senior DHL eCommerce stakeholders to manage the mid-term to long term execution of functional strategy and operational direction
• Create and deliver the tele sales strategy including sales forecast, budget and manpower plans considering business strategy, financial objectives, Group guidelines and policies
• Develop plans for assigned territory or products to generate leads, manage accounts and close sales over inbound or outbound tele sales for small to mid-sized accounts
• Develop and review policies and procedures for enhancing customer satisfaction and efficiency of call center
• Develop and execute telephone, web, email and mail marketing to establish and qualify clients/ prospects
• Lead implementation planning and smooth execution of campaigns supporting acquisition and retention programs
• Monitor and review customer sales activity and make adjustments to processes
• Collaborate with senior leadership teams to plan, develop and implement commercial plans and strategies to accelerate and encourage company growth.
• Evolve commercial strategy to address issues such as customer growth, retention and scalability.
• Interpret market research and analyse threats and opportunities.
• Support and participate in new customer acquisition strategies and carry out pricing quotations for tender opportunities.
• Track sales and call productivity and adjusts staffing levels appropriately
• Develop relationships with new clients by prospecting and responding to business development needs
• Make outbound calls to or accepts inbound calls from prospective clients and answers questions and qualify leads to refer to the sales team
• Pursue major prospects and lead negotiations and construct appropriate terms of sale
• Answer non-routine questions about products, services and policies of the organization
• Collaborate with various internal teams such as sales, marketing, operations and service management for enhancing sales and customer retention
• Assist tele sales representatives in securing critical sales in key or complex accounts
• Observe sales representatives as appropriate, reinforce DHL sales skills, product knowledge and call flow
• Conduct quality monitoring sessions to ensure compliance with established call standards
• Direct preparation and review scripts, communication tools and reference guides to aid tele sales team in campaigns and support performance
• Develop markets, set targets and maintain records for the tele sales department
• Identify problems that may not be clear in own area of authority and modify work methods accordingly, We take every employee's career seriously and believe in realising their full potential. We have dedicated learning and development programmes that are open to every employee and an open working culture where everyone's voice is heard, so you can shape your future career path at DHL eCommerce UK.
Our approach to Diversity and Inclusion As a global company, we see the diversity of our employees as a genuine strength. A strength that we will only really leverage if we ensure that our employees sincerely feel that they can bring their true selves to work every day. We're committed to attracting the best possible person for every vacancy irrespective of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We will ensure that all our resourcing activities are fair, transparent, and consistent across the UK. #LI-eUK

Extensive knowledge of Sales and Sales administration cycles, including pricing and commercial arrangements. Over 8 years' experience in Sales, and Sales Administration Experience of leading a team

Want to work for one of the UK's best workplaces? We are proud to announce that DHL eCommerce UK has been recognised as a Best Workplace 2024 and achieved Top Employer accreditation for the 4th year running. As well as competitive pay rates, you will be entitled to a range of benefits including discount vouchers for restaurants, cinemas, retail outlets, healthcare and much more as well as pension, enhanced family leave, childcare discounts, employee assistance programme and much more!