Sales Manager

Job Title

Our associates celebrate lives. We celebrate our associates.

Increase both property and insured funeral net sales achieving weekly, monthly, and annual sales team goals. Guide, train, and provide constructive feedback to motivate Sales Counselors to achieve weekly and monthly sales goals. Communicate expectations, processes, and service level agreements. Respond to escalated customer service issues.

• Supervise and motivate Sales Counselors to meet or exceed weekly and monthly sales goals. Increase sales year over year, achieving or exceed sales goals. Reduce insured funeral and property sales cancellation rates across the team ensuring annual metrics are achieved.
• Urgently respond to escalated customer issues. Apply listening and influencing skills, ask diplomatic probing questions to understand the root customer issue. Discuss with internal resources to understand the issue, discuss options, and obtain approvals. Implement actions to resolve complaint and update the customer to ensure expectations and service levels are met.
• Continually shadow Sales Counselors and observe their prospecting, presentation, influencing, and closing skills and techniques. Discuss observations and actively listen to Sales Counselors for development needs. Provide guidance, partnering, or re-training as applicable.
• Run reports from Salesforce and CRM to monitor, trend, and forecast sales activity. Monitor each Sales Counselors productivity addressing under utilization of Salesforce List Views including, unworked, appointments not held, and lead to sale ratio.
• Establish and communicate expectations, deliverables, and service level agreements.
• Create staffing schedules to ensure sufficient coverage, lunch, and rest/break periods as well as equitably accommodating requests for time off. Ensure staff accurately and timely completes and submits weekly time cards. Proactive address issues.

• Successfully onboard new team members and schedule applicable sales training.
• Develop a strong, trusting, and reliable team. Provide oversight, guidance, and coaching including regular informal and formal feedback, identifying developmental needs, and tracking progress. Understand team members career aspirations and provide assignments to develop skills and/or close gaps. Apply a proactive and collaborative management style in order to increase employee engagement and minimize turnover.
• Responsible for screening candidates (internal and external) and hiring or promoting a skilled and effective staff.
• Timely address staff found to be in violation of the company policies, regulatory compliance, associate handbook, or time keeping. Draft Performance Improvement Plans (PIP) and disciplinary actions; discuss and review with Sales Director. Monitor PIP against timeline, discuss outcomes with Sales Director and/or HR, and discuss next steps, including closing the PIP, with the Associate.
• Manages counselors to company's minimum standard of sales production.

• Build effective business relationships across the organization.
• Identifies and implements innovative solutions improving efficiencies. Supports change initiatives, maintaining effectiveness when experiencing major changes in work responsibilities or environment; quickly adjusts to work within new work structures, processes, requirements or cultures.
• This is not intended to be an all-inclusive list of the essential functions or duties related to this job.

Education

• Associate's degree in Marketing, Communications or related field. Equivalent college hours may be acceptable.

Licenses

• Life and Health (L&H) Insurance License valid for the state of California and in good standing
• Valid state driver's license with an acceptable driving record

Experience

• At least two (2) years Rose Hills direct sales or at least four (4) years' non-industry direct sales experience with documented record of achieving sales goals
• Demonstrate knowledge and application of various sales closing techniques
• Proficient with  application; proprietary application experience a plus
• Experience leading people, communicating expectations, and providing constructive feedback preferred
• Demonstrate knowledge and application of regulations and typical procedures.

Knowledge,

Skills and Abilities

• Bilingual proficiency in Mandarin and or Cantonese
• Leadership skills and the desire to manage people
• Ability to exhibit diplomacy under pressure, warmth, compassion, and empathy
• Ability to work with culturally diverse customers and colleagues
• Must have a positive attitude, a drive to continually advance your understanding of the industry and business, and highly self-motivated
• Professional written and verbal communication skills including public speaking, collaboration, and negotiation with the ability to interact with the general public.
• Cognitive Ability including reason, plan, solve problems, think abstractly and analytically, comprehend complex ideas, learn quickly, learn from experience, and…