Sales Team Leader - B2C
Sydney
Growth – Sales - B2C Direct /
Hybrid
We’re powered by purpose
Mable is an online platform connecting Australians looking for disability and aged care support to independent support workers. Since 2014, we’ve been helping our community live their kind of independence, and today we’re one of Australia's largest and fastest growing healthtech platforms.
We have been recognised in AFR’s Fast 100 list, Deloitte’s Tech Fast 50, and won the Australian Growth & Australian Technology Growth Company of the Year Award in 2020! So don’t miss your opportunity to join a thriving scale-up and deliver change to Australia’s care and support sector.
The Team Leader is a pivotal role within the department, responsible for guiding a team of inbound client onboarding representatives to achieve targets and deliver exceptional customer service. You will play a vital role in implementing strategies to optimise sales processes, enhance team performance, and foster a culture of continuous improvement.
This team holds the responsibility for welcoming the customer to Mable and providing a communication pathway that enables a smooth transition to onboarding as a client. This will entail communication, education, rapport building and the tenacity to drive results.
Role Responsibilities:
Team Management
- Lead, motivate, and coach a team of onboarding representatives to achieve individual and team targets.
- Conduct regular performance evaluations, with key measures including sales conversion rates, activation rates, and customer satisfaction scores.
- Provide constructive feedback and identify opportunities for training and development to drive improved performance.
Sales Performance
- Monitor and analyse sales metrics and KPIs to track team performance and identify areas for improvement.
- Develop and implement strategies to optimise sales processes, increase conversion rates, and maximise revenue generation.
Customer Satisfaction
- Ensuring that all enquiries handled promptly and professionally to maintain high levels of customer satisfaction.
- Monitor customer feedback, with key measures including Net Promoter Score (NPS) and customer retention rates.
- Implement corrective actions as necessary to address any issues or concerns raised by customers.
Training and Development
- Actively encourage personal development of the team
- Deliver training programs to enhance the sales skills and product knowledge of team members.
- Measure the effectiveness of training initiatives through pre and post-training assessments, as well as improvements in sales performance.
- Provide ongoing coaching and support to help team members achieve their goals and reach their full potential.
Communication and Collaboration
- Serve as a liaison between the Onboarding team and other departments, such as marketing and customer support
- Communicate effectively with senior management to provide regular updates on team performance, challenges, and opportunities.
- Collaborate with cross-functional teams to implement initiatives aimed at improving sales effectiveness and customer experience.
- Cross-Selling or Upselling: promote the identification of opportunities to cross-sell or upsell additional products or services that may benefit the customer based on their needs and preferences.
Skills and Experience
- Bachelor's degree in business, marketing, or a related field (preferred).
- Proven experience in managing a team of inbound sales or a similar role, with a track record of meeting or exceeding sales targets.
- Strong leadership skills with the ability to inspire and motivate a team.
- Excellent communication, interpersonal, and negotiation skills.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Proficiency in sales CRM software and other relevant tools.
- Flexibility to adapt to changing priorities and work in a fast-paced environment
Our Values
We’re Switched On 💡
We know our customers because we listen and want to learn. We engage within the community and the sector and always act on insights.
We’re Bold 📣
We’re ambitious and embrace creativity to solve challenges. We’re here to reshape the industry and back big ideas.
We’re One 🤝
We channel our passion into a positive environment. We welcome diversity and collaborate to make the most of our different skills and ways of thinking.
We’re Impactful 🌟
We work hard to deliver change. We innovate and move fast to make a difference in the sector and people’s lives.
Our Benefits
Power your career ⚡️
Learn from industry experts, experienced leaders, and on-the-job opportunities.
Work away 🌎
Get a creative boost working overseas for 4 weeks in a rolling 12-month period.
Access parental leave 👶
Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.
Work with flexibility 🏠
We’re a hybrid workplace. Collaborate at home or in the office - whatever works for you and your team.
Take a floating public holiday 🫶🏾
Acknowledge a significant day your way with family and friends.
Be rewarded 🏆
Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program.
Get paid to take a break 🏝️
Celebrate your birthday, take a wellbeing break, volunteer - access paid leave days for what makes you happy.
Inclusion at Mable
Mable is an equal opportunity employer. We find excellence in diversity and are committed to creating an inclusive environment for all employees and candidates.
People with lived experience of disability or personal experience with the aged care system are strongly encouraged to apply.
We take pride in highlighting our dedication to our policies, fostering flexible work arrangements and championing inclusive practices for women in tech.
If this role has stood out to you but you don’t feel like you ‘tick all the boxes’, we strongly encourage you to apply nonetheless. We value diversity across experience and you might well bring something to the Mablehood we are looking for!
We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant.
Where to find us online
Careers Page - https://bit.ly/3Mz8Ym1
Glassdoor - https://bit.ly/3z0K328
YouTube - https://bit.ly/34L7DlP
Instagram - https://bit.ly/3pgAOXk
Facebook - https://bit.ly/3ic6LhQ
LinkedIn - https://bit.ly/3ie6Q4U
