Country Manager
Job details
Job Overview: We are seeking an experienced individual to fill the role of Country Manager. This position requires exceptional leadership skills, a deep understanding of customer service and sales, and the ability to effectively manage teams while overseeing operations within the country. The ideal candidate will have a proven track record of handling escalated customer issues with tact and professionalism, while also driving strategic initiatives to achieve business objectives. Responsibilities:
- Team Leadership: Lead and manage a team of customer service representatives, ensuring high levels of performance, productivity, and morale.
- Escalated Call Management: Handle escalated customer calls and complaints efficiently and effectively, providing resolutions in a timely manner while maintaining a positive customer experience.
- Strategic Planning: Implement strategic plans to achieve business objectives and drive growth within the country market.
- Operational Oversight: Oversee day-to-day operations within the country, including but not limited to staffing, training, performance management, and process improvements.
- Cross-Team Collaboration: Collaborate with other departments, such as sales, marketing, and finance, to ensure alignment and support for overall business goals.
- Customer Relationship Management: Build and maintain strong relationships with customers ensuring customer satisfaction and retention.
- Performance Analysis: Analyse performance metrics and KPIs to identify areas for improvement
- Compliance and Quality Assurance: Ensure compliance with company policies, procedures, and quality standards, as well as regulatory requirements within the country market.
- Proven experience in a senior leadership role
- Used to managing teams in a fully remote business
- Strong communication and interpersonal skills, with the ability to effectively interact with customers, team members, and Directors.
- Excellent problem-solving skills and the ability to make sound decisions under pressure.
- Demonstrated ability to lead and motivate a team to achieve goals and objectives.
- Analytical mindset with the ability to interpret data and metrics to drive business performance.
- Knowledge of relevant laws, regulations, and industry standards for either USA, UK or Australia
- A good grasp of technology and IT systems and tools such as CRMs
- Preferred candidate has a background in Marketing / Lead Generation
- Experienced in handling stage 1 HR issues
- Proven track record in high-ticket sales, demonstrating the ability to close deals through multiple in-depth conversations.
- Exceptional communication and negotiation skills, with a focus on conveying value over extended calls.
- Comfort and experience in selling complex solutions rather than simple products.
- Hunger for success, resilience. If you are someone looking for a 3-hour lunchbreak, this is not the place for you.
- Familiarity with the nuances of high-ticket sales processes.
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