Kenna Recruitment is working with one of the UK's Largest 5* Housebuilders for an experienced Sales and Customer Care Director to join in their stunning Head Office in Cardiff Wales and surrounding sites in the nearby area...
Job summary/Purpose
* You will have full responsibility for the Sales and Customer Service functions. Your purpose is to engage, inspire and motivate a dedicated team of sales and customer service professionals, dedicated to delivering a market leading customer experience.
* You will have responsibility for land appraisal, marketing research, setting prices, bringing new sites to market and site launch as well as the management of all reservations through to customers moving into their new homes. Maximising selling prices and creating value is a key objective whilst maintaining the challenging sales rate you will set all of your team.
* You will be the “keeper” of our brand and will ensure that the Sales and Marketing department operates in accordance with the UK operating framework.
* In conjunction with your fellow Board members you will help to determine and form a strategy for the future ongoing development of the business, acting as “Voice of the Customer” at board level to influence forward-looking actions that deliver an improving customer experience and using data and insights to drive more customer-focused thinking and behaviours.
Experience, Qualifications, Technical Requirements
* Managing and motivating teams of customer facing staff
* Proven sales and marketing experience in the house building industry
* Good communicator, who collaborates to implement change
* Budgetary management
* Planning and strategic management
* Board level disciplined Director
Primary Responsibilities
Strategy
* Be an integral part of the management board setting strategy for the Sales and customer services departments, including preparation of annual budget projections and forecasts for revenue, reservations and legal completions in line with the business unit timetable
* Drives a digital approach to ways of working in the BU by ensuring new technology is embedded into the BU and looks for opportunities to enhance its use for further customer, efficiency or cost benefits
* Responsible for establishing and managing the budgets of the departments, including DSE for each development and customer service aftercare costs
Marketing and Sales Plans
* Responsibility for all market research prior to land acquisition, agree the right product and specification for the target locational market
* Advice on the preferred mix of house types based on relevant market research within the geographical area
* Develop and execute a successful site launch program opening new development outlets, on time and to budget
* Oversee the preparation, approval and production of high quality marketing content and material
* Manage and take responsibility for all business branding, advertising including updating the website within guidelines
* Agree the target customer profile then brief the production of show home interior design, in conjunction with the Sales Managers, innovating where required to establish company best practice and benchmark guidelines
* Deliver marketing strategy that delivers the required volume of high-quality enquiries that convert to sale efficiently
* Maximisation of selling prices, revenue with minimised use of discount and incentives
* Develop relationships with local contacts including preferred suppliers to aid the delivery of an excellent customer journey, including interior designers, subcontractors, solicitors, legal
Customer Service
* Deliver outstanding Customer Service in a customer centric way throughout all sales functions
* Review, discuss and take action to improve customer satisfaction at each stage of their journey
* Review, with your team all data in monthly customer satisfaction surveys on a development by development and overall business unit basis and take action as appropriate
* Use data insights (dynamics) to report on key KPIs across the functions, including lead management statistics, mystery shopper performance, outstanding issues, average age to close, and number of complaints.
* Use data to identify the root cause of trends in the key things that cause our customers pain/effort or result in unnecessary cost and put strategic plans in place to mitigate future customer impact
What can we offer you
* Salary between £105,000 - £125,000
* 75% Bonus
* Plus 25% MTIPS bonus after 2 years
* Contributory pension scheme
* 25 days holiday, plus bank holidays
* Life assurance
* Travel allowance
* Private healthcare
* And many more...