SENIOR MANAGER, POST-ACUTE INSIDE SALES
Company: Hollister Incorporated
Location: Libertyville
Posted on: October 31, 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/Disability
Job Req ID: 33591
#LI-Hybrid
Keywords: Hollister Incorporated, Bartlett , SENIOR MANAGER, POST-ACUTE INSIDE SALES, Sales , Libertyville, Illinois
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