Senior Manager, Post-Acute Inside Sales

We Make Life More Rewarding and Dignified 

Location: Libertyville 
Department: Sales 

 

Summary

As the Sr. Manager of Post-Acute Inside Sales, you’ll lead a dynamic team, drive annual planning, and execute strategies to build vital customer relationships. Acting as the main liaison for post-acute services, you’ll bridge key account management and ostomy marketing across the US and GMO. You’ll handle escalated issues, mentor associates with the Secure Start Trainer, and shape US business strategies as part of the Ostomy management teams. Additionally, you’ll support new process launches, collaborate with IT and Salesforce on platform integrations, and manage a budget exceeding $5 million, making a significant impact on our business. Hollister Incorporated is operating in a hybrid-working environment

 

Responsibilities

Secure Start Leadership and Operational Excellence – 35%

• Oversee the supervisors and associates responsible for the daily service execution of the Post-Acute Inside Sales and Consumer Services teams to ensure that all performance targets are met.
• Ensure all associates are effectively trained on processes and meet compliance standards.
• Lead implementation and enhancements of customer-centric communication platforms.
• Lead Supervisors in holding the service teams accountable to execute key initiatives effectively in alignment with the overall annual operating plan and long-term strategy.
• Lead goal setting and achieve strong performance through strategic aligned actions.
• Collaborate with key sales partners to deliver on joint sales targets.
• Oversee corrective action processes associated with Ostomy services.
• Ensure strong levels of consumer satisfaction, including retention activities, by regular mining satisfaction surveys and soliciting feedback from customer and/or call monitoring.
• Partner with Key Account Managers and Marketing Team on various campaign strategies (i.e., sampling, discontinuation, etc.) – co-leading the efforts from concept to execution.
• Effectively lead, coach and performance manage the Supervisors of Post-Acute and Consumer Services to drive high performance, while instilling a sense of purpose by living the cultural beliefs.
• Address any operational issues in a timely manner, ensuring proactive communication with internal and external customers. Collaborate effectively with internal functions and/or manager peers in the resolution of these issues.
• Monitor service metrics and utilize analytics to make necessary adjustments to ensure consumer satisfaction levels remain high (level 5 satisfaction).
• Collaborate with Manager, Systems & Analytics to ensure all systems with Secure Start are functioning properly to align on business needs.
• Actively contribute as a member of the SSS/Customer Service leadership team to drive department operational excellence.

 

Attraction, Retention & Development of Associates – 30%

• Conduct interviews with cross-functional interview panel to attract new talent and develop robust talent pipeline.
• Promote an inclusive team environment that ensures strong morale, high associate engagement and retention of associates.
• Coach and develop supervisors to enhance talent capabilities of team. As necessary, meet with associates to discuss development outside of their current role.
• Identify, share, and coach to best practices.
• Hold bi-weekly one-on-ones to support associate development and coaching. Leverage coaching techniques to support coaching conversations.
• Conduct mid-year and annual performance reviews.
• Attend and participate in development succession planning meetings.
• Travel to career fairs for proactive recruitment of associates.

 

Strategy Development and Annual Planning/Budget – 15%

• Support the ongoing development of transitional and community services operating plan in alig