Job Description: E-Promoter / Live Studio Manager Position: E-Promoter Live Chat Bot and D2C live Consumer Sales Demonstration Manager Location: Remote / Weybridge Reports To: Account Director Employment Type: Full Time Salary: £30 - £33k (dependant upon experience) £2k bonus ________________________________________ Job Summary We are seeking an experienced and customer-focused E-Promoter / Studio Manager to lead our team of live e-promoters and Live video studio promoters to oversee the performance of our chat bot-driven customer interactions. This role focuses on managing live e-promoters who serve as chat bots and ensuring their seamless transition to consumer 1:1 live video sales demonstrations when required. The position demands expertise in performance management using Sprinklr, strong leadership skills, and a passion for driving customer satisfaction and sales success. ________________________________________ Key Responsibilities E-Promoter Chat Bot Management: • Oversee a team of live e-promoters who engage with customers through automated chat bot interfaces and live messaging. • Ensure live e-promoters are effectively managing conversations, qualifying customer needs, and transitioning to sales demonstrations when necessary. • Continuously refine e-promoter workflows to enhance customer engagement and satisfaction. Consumer 1:1 Live Video Sales Demonstrations: • Manage the execution of live video sales demonstrations triggered by e-promoters during customer interactions. • Collaborate with the sales and marketing teams to create impactful and personalised product demonstrations. • Monitor and analyse customer feedback from these sessions to optimise the demonstration process and drive conversions. Performance Management and Reporting (via Sprinklr): • Leverage Sprinklr to monitor performance metrics such as customer engagement rates, conversion rates, and handoff effectiveness from e-promoters to live video demonstrations. • Use data-driven insights to identify trends, areas for improvement, and opportunities for innovation. • Prepare and present detailed performance reports and recommendations to senior leadership. Team Leadership and Development: • Lead, mentor, and motivate the e-promoter team to achieve customer satisfaction and sales objectives. • Provide guidance on handling complex customer interactions and ensuring smooth transitions between chat bot-driven and human-led interactions. • Conduct regular 1:1 meetings with e-promoters to provide performance feedback, address challenges, and celebrate successes. Training and Skill Development: • Develop and implement training programs to equip e-promoters with the skills required for effective customer interactions and sales escalation. • Use regular coaching sessions to demonstrate best practices and provide tailored feedback to team members. • Ensure e-promoters are proficient in handling both automated and live communication scenarios. Customer Experience and Workflow Optimisation: • Collaborate with technical teams to enhance the e-promoter chat system (Sprinklr) for seamless operation and superior customer experiences. • Analyse customer feedback and query patterns to optimise chat responses and escalation processes. • Identify opportunities for automating repetitive tasks while maintaining a personal touch in customer interactions. Culture and Engagement: • Foster a collaborative and high-performing team culture focused on customer satisfaction, innovation, and accountability. • Recognise and reward top performers to promote morale and retain talent. • Organise team-building activities and knowledge-sharing sessions to encourage collaboration and professional growth. ________________________________________ Qualifications Essential: • Proven experience in managing live chat and e-promoter teams in a customer service or sales environment. • Proven Live 1 to 1 video demonstration experience and Studio / Videography management • Strong understanding of chat bot-driven customer engagement and human-led escalation workflows. • Proficiency with Sprinklr for performance tracking, reporting, and optimisation. • Excellent communication, leadership, and analytical skills. Desirable: • Familiarity with customer engagement tools and automation technologies. • Knowledge of best practices in digital customer service and sales techniques. ________________________________________ What We Offer • Competitive salary and performance-based incentives. • Opportunities for professional growth in a tech-forward organisation. • Access to advanced tools like Sprinklr and cutting-edge video engagement platforms. • A collaborative and innovative work environment focused on customer satisfaction. ________________________________________ Benefits and Perks: 21 days of annual leave (plus Bank Holidays) BUPA private healthcare & dental cover (upon passing probation) Pension (topped up to match employee contribution of 5%) Life Assurance Income Protection Wellbeing services - remote GP access, mental health support and physio sessions Access to a panel of trained Mental Health First Aiders Access to our Employee Assistance Programme Rewards and discounts platform Volunteering scheme to support charities of your choice ________________________________________ This role is perfect for a proactive leader who thrives at the intersection of digital customer engagement, sales innovation, and e-promoter management. If you’re experienced in using Sprinklr, skilled at managing chat bot-driven workflows, and ready to drive customer success through live video demonstrations, we’d love to hear from you