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Job Overview
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.
Primary Responsibilities
* 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.
* Drive a digital approach to ways of working in the BU by ensuring new technology is embedded into the BU and looking for opportunities to enhance its use for further customer, efficiency or cost benefits.
* Establish and manage 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, agreeing the right product and specification for the target locational market.
* Advise 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.
* Maximise selling prices and revenue with minimised use of discount and incentives.
* Manage the blank canvas so our customers can maximise their selection of customer options.
* 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 root causes 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.
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.
Inclusivity Statement
As a proud Disability Confident Employer, Taylor Wimpey is committed to creating a diverse and inclusive workforce. We actively collaborate with individuals who have disabilities and long-term health conditions which have an effect on their ability to do normal daily activities, ensuring that barriers are eliminated when it comes to employment opportunities. In line with our commitment, we guarantee an interview to applicants who declare to us during the application process that they have a disability and meet the minimum requirements for the role. Join us in building a truly diverse and empowered team.
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