Sales & Service Manager

Sales & Service Manager

In the Sales & Service Manager role, you will lead the team that is always the first or second contact for each of our thousands of customers, most of whom are theatre directors or theatre arts faculty on the rental side and everyday characters on the e-commerce and retail side. With a focus on ensuring our customers feel understood and are provided best-in-class customer service, you and your team will review customer orders and transaction history to understand customer needs and then determine the best approach to rent and/or sell costumes, makeup, accessories, wigs, and props. This role will support our Theatre, e-commerce, and retail teams sales and marketing efforts by connecting with customers, offering strategy and ideas, and providing insights and data from customer and sales trends to the CEO and your colleagues to make our sales and marketing efforts more targeted and productive. If you are passionate about ensuring the show will go on for thousands of actors of every age, background, and size nationwide and delivering sales and profitability growth AND outstanding customer experiences to grow our employee-owned business, we invite you to apply today! This is an in-person role in our studio in Schenectady, NY.

Responsibilities:

• Learn and understand our business, products, and services
• Grow sales and profitability, especially add-on and repeat sales
• Convert prospects to sales, grow customer lifetime value
• Win back dormant customers and identify new opportunities
• Create and manage contracts and invoices to close the sale
• Manage daily operations of the customer service department, including staff assignments and managing client records
• Communicate effectively with clients to address inquiries, ensure accurate and complete information in costume plots, and resolve issues with costume choices, estimates, and invoicing promptly
• Analyze customer feedback and service metrics to identify areas for product and service improvement and revenue and profit growth
• No need to be a Broadway expert; be resourceful. Research and stay apprised of licensed shows, types and styles of costumes, and show trends
• Collaborate with other departments to inform them of early season trends based on inquiries and orders, to enhance yours and the teams knowledge of our product and service offerings
• Train and develop team members to improve performance and customer satisfaction
• Perform other duties as assigned by the CEO