The Retail Sales Manager is responsible for leading a team of professional in-home sales consultants whose objective is to grow market share by gaining the homeowner’s trust and closing the sale.  Achieve team sales goals by coaching, motivating and developing team members’ consultative selling techniques using the Pella Replacement Sales Process.  Positively influencing the sales team to minimize errors, protect contribution margin goals and manage rebates to ensure profitability.  Encourage team commitment to continually strive for 100% “Very Satisfied” customers.

The Retail Sales Manager’s (RSM) primary duty is to develop an effective sales team.  The RSM is required to devote over 50% of their time each workweek in the field with sales consultants observing and coaching effective selling skills.

Responsibilities/Accountabilities:

·       Achieving team sales and customer satisfaction goals and objectives.

·       Growing market share by coaching sales consultants on overcoming objections and reinforcing closing techniques during all customer interactions.

·       Achieving team profitability goals through building value, managing rebates and controlling error-rates.

·       Recruiting, selecting, onboarding, and retaining high performing sales consultants with HR support.

·       Partnering with sales consultants to represent Pella to prospective homeowners, professional group invitations and home shows to discuss and/or present Pella products.

·       Assigning opportunities by matching sales consultant’s skill level to perceived project difficulty and sale potential.

·       Fostering a cooperative team environment conducive to the sharing of best practices pertaining to sales challenges and competitive market information.

·       Promoting independent decision making while striving for first-time resolution on all customer issues.  Responding to escalated customer concerns with sales consultant’s involvement.

·       Collaborating with Service/Operations teams to ensure complete and successful installations.

·       Managing, developing and coaching assigned Showroom/Inside Sales team members to ensure consistent presentation of Pella products and exceptional customer service.

·       Interacting with Accounts Receivable department to address any potential billing/payment issues with customers.

·       Assisting Sales GM with developing marketing tactics and events.

·       Assisting in the development of annual budgets and monthly forecasts.

·       Developing presentation to communicate performance to a variety of Pella audiences.

·       Working variable, non-traditional hours making themselves available for sales consultants and customers during evenings and weekends.

·       Leveraging customer database tools to develop sales consultants’ ability to manage all customer interactions. 

Skills/Knowledge

·       Coach sales consultants to:

·       Deliver consistent, effective presentations to build trust and close sales

·       Provide superb customer service and generate referrals through existing customers

·       Create a sense of trust and reliability with team members and customers

·       Skilled at relating to a variety of people - balances poise and integrity with a service mentality

·       Works collaboratively with team members and customers

·       Thrives on working in a fast-paced environment with a high sense of urgency and responsiveness to internal and external customer needs

·       Possesses strong problem-solving skills and work ethic

·       Demonstrates confidence balanced with humility

·       Ability to persevere through sales challenges and setbacks

·       Ability to motivate and persuade others in order to influence change and shift paradigms

·       Seeks out internal experts and utilizes their knowledge

·       Exercises independent decision making; working well without close supervision but always keeping their manager informed

·       Focused on details and follow through

·       Proficiency with Microsoft Office and smart devices, and ability to learn internal software programs and applications