The Director, Consumer Affairs and Services is responsible for generating professional and consumer sales and customer service through the management and motivation of outbound telesales representatives and an inbound consumer affairs staff.

REPORTING

The Director of Consumer Affairs & Services reports to the President.

• Meet or exceed revenue and service targets.
• Recruit, train and develop best in class staff department to support revenue and service goals and marketing strategies.
• Direct, manage and implement successful telesales program focused on phone interaction through the entire sales cycle.
• Track and measure sales, call and service activity, providing periodic reports of and recommendations to management.
• Develop and enhance processes for capturing, tracking, storing and reporting on various customer leads, targets, etc.
• Provide strategic direction for department, including continual process improvement and efficiencies of consumer contact handling across multiple channels, including phone, email and internet.
• Develop processes, procedures, service metrics and data quality standards to efficiently provide optimum service levels while providing courteous, professional, accurate and timely responses to all consumer inquiries.
• Constantly adapt the Consumer Affairs Department to meet the changing needs of consumers and the business as well as responding to the challenges presented by the growth of digital channels.
• Manage and develop team leaders and supervisors, and assure healthy, positive work environment for team.
• Develop the Consumer Affairs Team from being a problem solving tool to a proactive team, focused on enhancing the consumer experience and on being a true business driver.

• Bachelor’s degree in sales or marketing discipline.
• Demonstrated success in managing telesales department.
• Minimum 5-7 years management experience in a telesales/Consumer Affairs department.
• Proven track record of successfully meeting and/or exceeding sales goals.
• Ability to understand shifting consumer trends, dynamics, and insights as they relate to engagement, loyalty and insights.
• Knowledge of social listening platforms and technologies.
• Strong business acumen in running an organization as it pertains to efficiencies, budgeting, data analysis, and consumer relationship management.
• Highly effective communications, data analysis and reporting, problem solving, project management, vendor management and people management skills.
• Strong computer and literacy skills.
• Demonstrable change management expertise.