Senior Manager, Post-Acute Inside Sales
Company: Disability Solutions
Location: Libertyville
Posted on: October 20, 2024
Job Description:
We Make Life More Rewarding and Dignified Location: Libertyville
Department: Sales Summary As the Sr. Manager of Post-Acute Inside
Sales, you'll lead a dynamic team, drive annual planning, and
execute strategies to build vital customer relationships. Acting as
the main liaison for post-acute services, you'll bridge key account
management and ostomy marketing across the US and GMO. You'll
handle escalated issues, mentor associates with the Secure Start
Trainer, and shape US business strategies as part of the Ostomy
management teams. Additionally, you'll support new process
launches, collaborate with IT and Salesforce on platform
integrations, and manage a budget exceeding $5 million, making a
significant impact on our business. Hollister Incorporated is
operating in a hybrid-working environment Responsibilities Secure
Start Leadership and Operational Excellence - 35%
- Oversee the supervisors and associates responsible for the
daily service execution of the Post-Acute Inside Sales and Consumer
Services teams to ensure that all performance targets are met.
- Ensure all associates are effectively trained on processes and
meet compliance standards.
- Lead implementation and enhancements of customer-centric
communication platforms.
- Lead Supervisors in holding the service teams accountable to
execute key initiatives effectively in alignment with the overall
annual operating plan and long-term strategy.
- Lead goal setting and achieve strong performance through
strategic aligned actions.
- Collaborate with key sales partners to deliver on joint sales
targets.
- Oversee corrective action processes associated with Ostomy
services.
- Ensure strong levels of consumer satisfaction, including
retention activities, by regular mining satisfaction surveys and
soliciting feedback from customer and/or call monitoring.
- Partner with Key Account Managers and Marketing Team on various
campaign strategies (i.e., sampling, discontinuation, etc.) -
co-leading the efforts from concept to execution.
- Effectively lead, coach and performance manage the Supervisors
of Post-Acute and Consumer Services to drive high performance,
while instilling a sense of purpose by living the cultural
beliefs.
- Address any operational issues in a timely manner, ensuring
proactive communication with internal and external customers.
Collaborate effectively with internal functions and/or manager
peers in the resolution of these issues.
- Monitor service metrics and utilize analytics to make necessary
adjustments to ensure consumer satisfaction levels remain high
(level 5 satisfaction).
- Collaborate with Manager, Systems & Analytics to ensure all
systems with Secure Start are functioning properly to align on
business needs.
- Actively contribute as a member of the SSS/Customer Service
leadership team to drive department operational excellence.
Attraction, Retention & Development of Associates - 30%
- Conduct interviews with cross-functional interview panel to
attract new talent and develop robust talent pipeline.
- Promote an inclusive team environment that ensures strong
morale, high associate engagement and retention of associates.
- Coach and develop supervisors to enhance talent capabilities of
team. As necessary, meet with associates to discuss development
outside of their current role.
- Identify, share, and coach to best practices.
- Hold bi-weekly one-on-ones to support associate development and
coaching. Leverage coaching techniques to support coaching
conversations.
- Conduct mid-year and annual performance reviews.
- Attend and participate in development succession planning
meetings.
- Travel to career fairs for proactive recruitment of associates.
Strategy Development and Annual Planning/Budget - 15%
- Support the ongoing development of transitional and community
services operating plan in alignment with long-term strategy,
including setting performance targets, determining key initiatives,
allocating the appropriate investments/structure and build a
credible budget.
- Manage to and report against Plan budget monthly.
- Effectively communicate and rally team around the long-term
vision and annual operating plan.
- Attend, participate, and/or present at US Ostomy Strategy
sessions and other pertinent sessions cross functionally.
- Actively participate on the Global Customer Experience advisory
team. Customer Relationship Building and Issue Management - 15%
- Effectively manage and position the SSS Supplier Participation
program in partnership with the Channel Key Account Managers.
- Act as the ostomy liaison with NPD, GMO, R&D, Quality
Management, including establishing regular occurring internal
meetings.
- Collaborate with Channel Key Account Management and support
meetings with supplier partners.
- Resolve consumer issues in a timely fashion, including
conducting fact-based research and mobilizing people to resolve
issues or handle directly.
- Co-lead and travel to key customer events (i.e., UOAA, CAB,
WOCN, Suppliers, etc.) with US Marketing Team to promote Secure
Start Services. Other - 5%
- Lead and/or contribute to assigned special projects as
needed.
- Remain current on evolving legal issues and regulations
pertinent to SSS, such as consumer marketing, privacy, and customer
service regulations. Collaborate with legal team to ensure proper
practices and procedures are met. Essential Functions of the Role
- Excellent verbal, written, listening communications and
presentation skills.
- Strategic thinking and change management skills.
- Leadership/Management skills.
- Ability to build key relationships and influence others.
- Ability to travel around 20-25% of time (global and local)
- Sitting or standing at a stationary workstation for 8-hour
intervals.
- Ability to work greater than 40 hours if need arises. Work
Experience Requirements
- 10+ years in sales or customer service capacity (or equivalent
work experience)
- Minimum 5 years of management experience Education Requirements
- Bachelor's degree Specialized Skills/Technical Knowledge
- Strong cross-functional leadership skills and business
acumen.
- Ability to lead and adapt positively to change.
- Strong interpersonal skills and relationship building.
- Excellent listening and communication skills, verbal and
written.
- Strategic thinking, independent problem solving and analytical
skills.
- Experience with inside sales, customer service and account
management.
- Goal oriented self-starter with strong attention to detail and
results oriented focus.
- Manages time effectively and adapts quickly to changing
priorities.
- Demonstrated organizational skills with emphasis on
multi-tasking.
- Initiative and ability to drive continuous process
improvement.
- Computer knowledge; Microsoft Office Suite, windows based
navigation, etc. About Hollister Incorporated Hollister
Incorporated is an independent, employee-owned company that
develops, manufactures and markets healthcare products worldwide.
The company spearheads the advancement of innovative products for
ostomy care, continence care and critical care, and also creates
educational support materials for patients and healthcare
professionals. Headquartered in Libertyville, Illinois, Hollister
has manufacturing and distribution centers on three continents and
sells in nearly 80 countries. Hollister is a wholly owned
subsidiary of The Firm of John Dickinson Schneider, Inc., and is
guided both by its Mission to make life more rewarding and
dignified for people who use our products and services, as well as
its Vision to grow and prosper as an independent, employee-owned
company, and in the process, to become better human beings. Our
Total Rewards package in aggregate is above market and includes
competitive pay, generous paid time off programs, peer-to-peer
recognition, health and life insurance, wellness programs and
incentives, generous retirement savings, and a unique Benefit of
Employee Share Ownership Program (BESOP). Hollister is an EO
employer - M/F/Veteran/DisabilityJob Req ID: 33591#LI-Hybrid
Keywords: Disability Solutions, Hammond , Senior Manager, Post-Acute Inside Sales, Sales , Libertyville, Indiana
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