Head of Inside Sales (Contact Center) - Remote

Inside Sales Manager - Pet Care Industry **

Overview**

We are searching for a dedicated Head of Inside Sales with a profound enthusiasm for the pet care sector to spearhead our support for Dogtopia Franchisees. This role plays a crucial part in overseeing remote/virtual teams responsible for lead engagement, upselling/cross-selling of services, and customer retention. The ideal candidate possesses a robust background in sales management and customer service within a contact center environment, coupled with a deep understanding of the franchise business model and a genuine passion for pets. This leadership role demands a blend of strategic acumen, operational finesse, and the ability to drive results through innovative customer engagement strategies. **

Responsibilities**

• Lead and inspire a remote Contact Center team dedicated to assisting franchisees by managing lead engagement, executing upselling and cross-selling initiatives, and bolstering customer retention.
• Devise and execute comprehensive sales and customer engagement strategies tailored to the dog daycare and wellness industry, with a focus on maximizing franchisee revenue and enhancing customer satisfaction.
• Develop robust training programs for Contact Center team members covering Dogtopia's services, sales techniques, customer engagement best practices, and the specifics of the dog daycare and wellness industry.
• Collaborate closely with Dogtopia Franchisees to discern their unique requirements and tailor Contact Center support efforts to drive their success.
• Monitor and analyze performance metrics for sales and customer service activities, identifying trends, and implementing enhancements to drive franchisee growth and foster customer loyalty.
• Act as a liaison between Dogtopia's Support Office team and franchisees, ensuring alignment of goals and strategies.
• Provide comprehensive performance reports to senior management and franchisees, offering insights and actionable recommendations.

Requirements

• Bachelor's degree in business administration, hospitality, marketing, or a related field.
• Proven track record in sales, contact center, and/or customer service leadership, preferably in the personal/home services, pet care, or franchise industries.
• Demonstrated ability to lead remote teams, with strong skills in motivation, training, and performance management.
• Proficiency in lead generation, CRM, and case management software (e.g., Salesforce Service Cloud) as well as digital communication tools.
• Collaborate effectively with marketing to generate leads and ensure a seamless customer experience from initial contact through post-sale support.
• Compliance with vaccination requirements as outlined by company policy.

Benefits

• Competitive compensation package
• 10 paid holidays
• Comprehensive medical, dental, and vision coverage
• 401K employer contribution after one year of employment
• Two weeks paid vacation
• Bonus potential
• $1,000 annual health and wellness cash benefits for gym membership or healthcare

Employment Type: Full-Time