Customer Care Sales Tools Manager (all genders)

Company Description

More than 20 years ago, zooplus was one of the first to bring the pet category into the world of eCommerce. Today, we stand strong as Europe’s leading online pet platform, delivering moments of happiness to more than 9 million pet parents each year.

Job Description

We are looking for a passionate team player to join our zooplus Global Customer Care team in Kraków. As Customer Care Sales Tools Manager you will be responsible for implementing and optimizing sales tools and technologies for Customer Care teams. Your primary responsibility will be to ensure that our Customer Care teams have access to the right tools, technologies, and resources to deliver exceptional service and achieve sales targets. You will be also responsible for developing other solutions driving sales including revenue bots, campaigns through asynchronous messaging channels, and other solutions meeting or exceeding current e-commerce market landscape.

What you will do:

• Driving successful implementation and performance of sales supporting tools for Customer Care agents as well as Revenue Bots,
• Sales Tools Vendor Selection (including revenue bots): lead the selection process for sales tools vendors, assessing their suitability to meet the needs and objectives,
• Cross-Functional Collaboration: collaborate with Legal, Data Protection, Product, and Sales teams to ensure the successful launch of sales campaigns within Customer Care channels while adhering to legal and data protection requirements,
• Sales Bot Setup and Management: take ownership of setting up, designing, and managing the sales bot, ensuring it aligns with the goals and objectives,
• Campaign Alignment: work closely with different stakeholders to ensure that sales Customer Care campaigns are in line with broader sales activities and targets,
• Performance Dashboard Design: collaborate with Business Analyst(s) to design Customer Care sales campaigns and bot performance dashboard, providing insights and data on sales bot effectiveness,
• Performance Improvement: analyse available data to identify opportunities for improving sales campaigns and bots performance, including conversion rates, customer engagement, and revenue generation.

Qualifications

• Bachelor’s degree in Business, Marketing, or a related field,
• Background and proven experience in sales, customer service, and campaign management,
• Experience in ecommerce industry
• Experience in setting up Revenue Bots, as wells as working with vendors offering solutions driving revenue within Customer Care channels
• Strong analytical skills,
• Excellent communication and interpersonal skills,
• Ability to motivate and collaborate within cross-functional teams,
• Results driven mindset with a focus on achieving and exceeding targets,
• Familiarity with Customer Care channels, CRM systems, and sales technologies.

Additional Information

With more than 1,000 passionate professionals located across 10 European offices, we believe our success comes from working together and leveraging our international strengths. Expect to work in a hybrid environment, collaborating with colleagues in different locations remotely.

Our benefits:
🐾 20% discount in our zooplus shop
📖 Internal and external training
🎈 Team events
#LI-Hybrid✈️ Two extra vacation days and days off on 24th and 31st of December
🩺 Private medical care and life insurance
🍽️ Multicafeteria system including Multisport card

Want to know more? Learn more about who we are and what we do and visit our LinkedIn company profile.

zooplus is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.