Connexion

Director of Sales, Education, & Customer Care

Job Title:  Director of Sales, Education, & Customer Care

Reports To:  VP of Revenue, Brand and Customer Experience

Salary Range: $105,000 – 115,000 plus bonus

If you are motivated and passionate about the environment, have strong communication skills, a personable and friendly demeanor, and would like to work for a rapidly growing and successful environmental company, we want you! Green Circle Salons is a complete service provider enabling salons and spas to offer greener, smarter choices to their customers and employees. Our systems are designed to offer an affordable and achievable pathway for salons to make a difference and build a sustainable green business approach and lifestyle. We get salons started in a simple, affordable way and then provide a toolkit of achievable products and services that can be introduced to make the green difference that our network desires. Green Circle represents the largest consortium of sustainably-minded salons, spas, beauty product manufacturers and distribution houses in the world. We also believe in a business approach and style that is simple, straightforward and fair. Our relationships are about clear expectations, best of class service providers, ethical business dealings, accountability and building strong communication and relationships. Honesty, integrity, accountability, and fairness form our compass.

 

The responsibilities of the Director of Sales, Education, and Customer Care include developing key revenue generating and customer retention strategies, tactics, and action plans. Successful execution of these strategies and tactics is required to achieve GCS’s business growth and financial targets. Under the direction of the VP of Revenue, Brand and Customer Experience, the Director of Sales, Education, and Customer Care’s duties include setting and achieving annual targets for new and existing revenue streams, delivering overall revenue growth, building strong, long-lasting business relationships with Customer Care Specialists, Educators, heads of Corporate Accounts and Business Development, Manufacturers, Distributors and DSC (Direct Sales Consultants) in the field, while keeping abreast of industry and consumer trends. This role can be located in Canada or the US.

 

The Director of Sales, Education, and Customer Care will naturally align with our four core values:

 

BIG HEARTED

  • Help co-workers and partners so that we can all do big work
  • Engage with humility and curiosity, not ego
  • Say what you mean and mean what you say (clear is kind)
  • Respect diversity of thoughts, perspective and experience

 

POSSIBILITY

  • See challenges as opportunities, contribute solutions
  • Engage with hope and optimism
  • Embrace a growth mindset and engage in continuous learning

 

ALL – IN

  • Honour your commitment and follow through
  • Call attention to bottlenecks (unlock the bottleneck)
  • Go above and beyond, and strive for excellence

 

SUSTAINABILITY

  • Driven by social, environmental and economic health
  • Be the change you want to see in the world
  • Lead by example, live a more sustainable lifestyle
  • Purpose driven to become a force for good

 

Essential Duties and Responsibilities

  • Develop key revenue generating and customer retention strategies, tactics, and action plans
  • Lead the Sales, Education and Customer Care teams to ensure all client service activities meet or exceed revenue and client expectations
  • Identify service opportunities and develop processes to improve the customer experience
  • Ensure open communication with both new and existing salon owners and staff, manufacturers, distributors and internal teams
  • Support on-going training and orientations with salons, manufacturers and distributor sales reps
  • Closely monitor on-going pipelines and initiatives and create communication channels, internally and externally
  • Work with the VP of Brand, Revenue and Customer Experience to continually assess the department for areas of improvement
  • Demonstrate outward leadership, ownership and alignment with Senior Leadership Team decisions

 

Sales and Business Development

  • Support the efforts of the Director of Business Development and Stakeholder Engagement, the Head of Corporate Accounts and Sales Educators to ensure they deliver against monthly/quarterly/annual targets
  • Act as a brand ambassador through participation at promotional and media events; media presentations; workshops with educational institutions and academies; trade shows with manufacturers and distributors
  • Work with the VP of Revenue, Brand and Customer Experience to develop sales strategies, identify opportunities for growth new products/services, and assist with annual and long term sales strategy planning
  • Provide market intelligence on competition, new products, pricing, costs, trends and market demand
  • Analyse the market landscape and develop strategic sales plans to take advantage of market opportunities
  • Coach/grow and develop the skills and capabilities of the Sales and Customer Care teams

 

Customer Experience

  • Lead the company’s Customer Care team
  • Work with the VP of Revenue, Brand and Customer Experience to enhance the quality of service to GCS customers through innovative practices and team coaching
  • Monitor trends in client service/customer care and develop and implement best practices
  • Ensure that the customer care team members are acting in accordance with set standards, procedures and policies, at all times
  • Conduct effective service training for client facing team members
  • Communicate with senior executives regarding customer care service issues and KPIs
  • Leverage Hubspot to maintain detailed records on GCS customers

 

Administrative

  • Working with the VP of Revenue, Brand and Customer Experience to create and direct long- and short-term departmental goals and strategies
  • Develop KPIs aligning with company goals and objectives, measure and regularly report on progress against KPIs, and ensure accurate and timely communication of company goals and strategies
  • Work alongside the VP of Revenue, Brand and Customer Experience to set the departmental budget
  • Collaborate with other departments to align the goals of the department with other areas of the business
  • Establish pricing strategies by product/service to build revenue and market share while delivering on corporate profit margin expectations
  • Recommend revisions/additions to existing sales reports and assist with the development of new reporting tools
  • Lead talent acquisition and retention for the SECC department
  • Identify new product and service opportunities across existing and new channels
  • Determine the ROI of GCS participation in stakeholder events and partnerships
  • Handle sensitive information in a confidential manner
  • Where required, assist in the smooth exchange of information, responsibilities, and materials

 

Key Qualifications

  • A demonstrated ability to drive and deliver revenue and KPIs
  • Strong experience in all aspects of sales, including lead generation and nurturing, revenue growth strategies, distribution channel management, account development and management, and business planning
  • Demonstrated ability to lead and direct sales teams, both retail and wholesale
  • Excellent grasp of brand building and articulation of value propositions
  • A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills
  • Excellent teamwork and team building skills
  • Able to build and maintain lasting relationships with other departments, key business partners, and customers
  • Demonstrated knowledge of and ability with accounting and financial practices
  • Experience creating and managing budgets for a large, distributed department
  • Strong problem identification and problem resolution skills
  • Experience creating incentives and compensation plans
  • High level of proficiency with Microsoft Office productivity suite and Google Workspace
  • High degree of resourcefulness, flexibility, and adaptability
  • Able to effectively communicate verbally and in writing
  • Strong critical thinking skills, and/or reasoning capabilities
  • Strong organizational and time management skill
  • Ability to monitor financial accountabilities
  • Willingness to travel – because of travel requirements, must meet public health, government and travel vaccine requirements

 

Education and Experience

  • Bachelor’s Degree in Business or a related field required
  • Advanced Degree in a related field is an asset
  • Minimum (7-10) years of experience in sales, stakeholder relationship management and customer care
  • 3-5 years of direct work experience in a senior management capacity

Green Circle Salons is committed to a diverse, equitable and inclusive environment – we know this makes us stronger. We welcome and encourage Indigenous people, persons with disabilities and members of visible minorities, persons of any race, religion, ethnicity, gender, identity, sexual orientation, age, immigration status, disability or other applicable legally protected characteristics to apply. Green Circle Salons will accommodate the needs of  applicants with disabilities throughout all stages of the selection process. If you need accommodation during the recruitment process, please let us know. Information relating to the need for accommodation and accommodation measures will be addressed confidentially.

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Green Circle Salons welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.