Sales Optimization Specialist at hearX Group

Job purpose: 

Responsible for improving sales and conversion rates in hearX’s omni-channel contact center (“Hearing Hub”).

Developing training material and continuously presenting it to the contact center team, including Managers, Supervisors, Audiologists (Lexie Experts), Product Experts and Relationship Managers in the Hearing Hub to ensure continuous improvement in the conversion rates of inbound/outbound calls, emails and texts. This person will also be involved with optimizing the sales process/conversations to increase the conversion rate of new customer sales and upsell and repurchase interactions with existing customers.

Minimum education (essential):
Matric

Minimum education (desirable):
Train the trainer certification

Minimum applicable experience (years):
5 years

Required nature of experience:

• Conversion rate measurement and optimization
• Training content generation and research
• Training facilitation 
• Customer interaction 
• Experience in a contact center environment
• Quality Assurance - analysis and interpretation of calls and text based communication methods

Skills and Knowledge (Desirable):

• Coaching or training experience
• CRM System experience

Essential Competencies:

• Examining Information 
• Documenting Facts 
• Developing Expertise 
• Articulating Information 
• Team Working
• Checking Things 
• Producing Output
• Taking Action

Important Competencies:

• Providing Insights
• Establishing Rapport
• Making Decisions
• Conveying Self-Confidence
• Showing Composure
• Thinking Positively 
• Resolving Conflict 
• Inviting Feedback 
• Meeting Timescales
• Following Procedures
• Managing Tasks
• Pursuing Goals

Team Support 5%

• Work closely with the Marketing, Salesforce team, Customer Experience team, and HR to align sales strategies and optimize overall performance.

Optimization 25%

• Regularly review recorded calls to assess agent performance, customer reactions, and effectiveness of existing scripts.
• Use insights from call analysis to develop and refine scripted responses that enhance customer engagement and increase conversion rates.
• Tailor scripts and responses to different customer segments and lead sources based on analysis of successful interactions.
• Identify and assist with scoping and deployment of Salesforce features that are specific to enhancing sales tracking and customer relationship management.
• Ensure high data quality within Salesforce to maintain accurate reporting and decision-making.
  • Develop sales strategies (and associated training plans) based on campaign and channel-specific metrics. 
  • Ensure optimal use of Salesforce, identifying features that are underutilized which could enhance productivity.
• Outperform industry or company-specific benchmarks on conversion rates for:

• • Inbound calls
  • Live agent Chat
  • Upsell opportunities
  • Repurchase opportunities 

• Drive optimization of conversions on:

• • Inbound calls
  • Inbound calls
  • Live agent Chat
  • Upsell opportunities
  • Repurchase opportunities 

Sales and Customer Experience 15%

• Analyze the effectiveness of different lead generation sources in terms of conversion rates and suggest improvements.
• Track and report on key metrics such as call times, close rates, average deal size, occupancy rates, and outbound call volumes by team and individual agents.
• Document current sales (and support, in conjunction with CIA) processes; identify bottlenecks or inefficiencies that can be streamlined.
• Recommend and help implement best practice sales techniques based on data-driven insights.
• Analyze the customer journey for inconsistencies or pain points from initial contact through to sale closure.
• Utilize customer feedback to understand satisfaction levels and areas requiring improvement, influencing product, process or service adjustments.
• Propose and track the effectiveness of customer retention strategies such as retention calls, Lexie Club (membership model) and the Lexie Rewards loyalty programme.

Training and Content Development 25%

• Develop, maintain and improve training programs based on analytics to improve individual and team performances.
• Establish continuous feedback loops where sales agents can provide insights regarding ‘on the ground’ challenges, feeding into process improvement.
• Regularly assess skill gaps in the sales team and recommend training or recruitment strategies to address these.
• Provide ongoing training and support for Salesforce to sales agents and managers to maximize CRM effectiveness (in conjunction with the Salesforce team and BAs)
• Develop and maintain training schedules. 
• Provide sales training, psychology and tactics to new staff as part of their onboarding. 
• Provide ongoing training to existing staff as part of their development and performance management.
• Provide continuous input on development and maintenance of standard operating procedures, call scripts and agent training.
• Develop training evaluations both to determine agent score and effectiveness of training itself. 
• Continuously optimize training efficiency and schedules, making midcourse corrections as required.

Performance Benchmarking 25%

• Compare sales metrics against industry benchmarks or direct competitors to gauge relative performance.
• Set realistic but challenging goals for sales metrics based on benchmarking data and company objectives with the intent of increasing this incrementally until industry leading benchmarks are achieved.
• Design and modify incentive schemes that motivate sales teams effectively, based on analytical insights.
• Implement and monitor key performance indicators such as occupancy rates, outbound call volumes, contact rates, and conversion rates to drive productivity and efficiency.
• Identify sales trends and seasonality that may affect performance, helping to adjust strategies accordingly.
• Develop quality objectives and measures for effectiveness of sales and service calls.
• Conduct frequent mock calls with agents.

Reporting and QMS 5%

• Compile relevant records as is necessary for compliance to ISO, CE, FDA, SOC2 (and other) standards and requirements as is applicable to assigned products.
• Ensure efficient and effective reporting on strategies, prioritization and tasks to Line Manager.
• Ensure efficient and effective reporting on performance of products and systems.
• Take personal ownership for projects/products/systems and work quality as well as contributing to team development and the hearX ecosystem as a whole.
• Ensure conformity of products to product requirements in terms of the hearX Quality Objectives which includes regulatory and legislative compliance.
• Ensure continued improvement and upkeep on existing processes and documentation.
• Generate daily, weekly, and monthly reports for management on sales metrics, forecasts, and improvement initiatives.
• Present actionable insights and strategic recommendations to management on a weekly and monthly basis.