Sales Practice Lead

7 months ago


Auckland City, New Zealand TOWER Insurance Full time

**Why you'll love working with Tower**

At Tower, we put our people first and pride ourselves on creating a diverse and inclusive space that provides opportunities for everyone to thrive. As a uniquely Kiwi and Pacific insurer operating for more than 150 years, with roots all the way back to Dunedin, we embrace and encourage our people to bring their whole selves to work.

We celebrate all ages, genders, sexual orientations, races, religions, and anything else that helps to make our people special. We are proud holders of the Rainbow Tick which is an important symbol for us.

**What will you be doing?**

As the Sales Practice Lead, you will play a pivotal role in shaping our Sales function, driving sales excellence, achieving our ambitious growth targets and making our customer experiences simple and easy.

In this role you will own the Sales Customer Journey end to end, providing guidance, leadership and strategic direction to your sales teams. You will play a crucial role in developing and implementing effective Sales strategies and utlise your previous leadership experience to lift front line team performance, create efficiencies and ensure the teams are effective and highly engaged.

**Key Responsibilities**:

- Own the Sales customer journey end to end both within their team and across the contract centre leadership team
- Drive sustainable Sales growth and results to ensure we deliver customer experiences consistently as well as creating a high performing culture.
- Work with key stakeholders and the Contact Centre Leadership team to develop and implement comprehensive sales strategies
- Monitor and ensure timely and effective resolution of customer feedback, complaints and issues, and assess root causes so that improvements can be identified and delivered
- Recommend and implement best practice improvements in systems, processes or policies to enhance our customers experience and other business targets
- Ensure clear performance and development objectives are developed, monitored and support plans to enable success of your leaders and teams against these.
- Ensure services and interactions are continually assessed for quality and adherence to standards;
- Work collaboratively with Risk and Compliance to identify risk and compliance issues and opportunities within the Customer Delivery function and determine remediation

**What you'll need**
- Minimum of 7 years' experience working in a Senior Lead / Manager role within a contact centre with proven experience driving Sales related growth and revenue targets
- Exceptional leadership skills with experience leading a high performing and engaged sales teams
- Strong understanding of contact centre operations, processes and systems
- The ability to utilise data insights to inform business decisions and team performance
- Evidence of leading changes that have positively impacted customer experience and improved operational outcomes
- Natural ability to challenge the status quo and do things differently
- Strong interpersonal skills and ability to engage stakeholders, manage conflict and negotiate shared outcomes
- An understanding of the compliance and regulatory requirements of the Financial Service / Insurance Industry would be preferred.

**What we'll bring to the table**

In addition to a competitive salary, we offer a range of perks and benefits to celebrate and look after our Tower employees.

**Highlights include**:

- A paid day off on your birthday, as well as two extra annual leave days every year and the option to buy an additional eight days of leave. So up to six weeks off
- Wellness leave instead of sick leave so you can proactively look after your health and wellbeing before you get sick
- Career growth - we promote internal capability; we have programmes that recognise star performers
- Flexible workplace opportunities at our beautiful new Fanshawe St office
- Discounts on Tower insurance products of up to 50%
- Free Life Insurance of up to four times your annual base salary
- Paid parental leave top up for 12 weeks
- Retail deals and discounts



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