Customer Sales Manager

Join our client, a renowned artisan chocolatier celebrated for crafting European-inspired chocolates and confections, as the Head of Customer Experience & Sales. In this pivotal leadership role, you'll elevate the customer journey, lead a dedicated team, and drive revenue growth through exceptional service and strategic account development. Embody the spirit of high-end, white-glove service to ensure every customer interaction reflects the luxury and quality our client is known for.

Your influence will be instrumental in shaping a memorable, seamless experience for discerning clients while fostering meaningful business relationships.

$80,000 - $85,000

• Spearhead, guide, and mentor the Customer Care team to deliver outstanding service across all communication channels.
• Define service standards, response timelines, and quality indicators to enhance customer satisfaction.
• Tackle complex customer issues with professionalism, ensuring swift and effective resolutions.
• Develop and implement onboarding and ongoing training programs to foster team excellence.
• Collaborate closely with Retail, E-Commerce, and Production teams to sustain a superior customer experience.
• Oversee and refine customer service policies, workflows, and technological tools to optimize operations.
• Analyze feedback, identify trends, and leverage data to drive continuous service improvements.
• Identify new business opportunities through proactive outreach and nurture lasting client relationships.
• Prepare quotes, process orders, and respond promptly to customer inquiries, maintaining a consultative approach.
• Partner with internal teams on seasonal initiatives and sales campaigns to maximize revenue.
• Build and maintain strong relationships with corporate clients and individual customers through thoughtful follow-up and personalized communication.

• Minimum of 5 years experience in customer experience, client services, or sales, preferably within premium or specialty retail environments.
• Proven track record in leading, supervising, and developing teams.
• Exceptional customer service skills with an ability to foster high-level client relationships.
• Experience in outbound sales and account management.
• Proficiency in order processing, customer account handling, and CRM systems.
• Data-driven, organized, and proactive with excellent follow-through.
• Strong written and verbal communication skills, with the ability to articulate high-end product value.
• Comfort working in a fast-paced, seasonal environment and willingness to work flexible hours, including occasional later evenings.
• Reliable transportation and a car are mandatory, due to travel to the factory in Walpole, NH for training and occasional visits.
• Tech-savvy, with working knowledge of Microsoft Office and familiarity with Net Suite and Shopify (training provided).
• Passionate about gourmet foods, hospitality, or luxury retail is a plus.

The Hollister Group is an equal opportunity employer. We welcome and encourage applications from people who are under-represented in their respective occupation or position.