Sales Manager Job Description

SUMMARY

The Sales Manager for Massage Envy of PRAYUS Group is responsible for driving performance within their location along with appropriately handling escalated customer complaints and grievances that can’t be resolved by the Sales Team Members. The Sales Manager must have an overall general understanding of the industry knowledge and terminology and be able to accurately apply the company vision, processes, and procedures at both the location and corporate levels. The Sales & Customer Service Manager will work in collaboration with all members of the company’s upper management team to establish procedures and policies for dealing with members and guests. This position will resolve customer grievances and assist people who have questions regarding the company’s memberships, services, products, and other concerns. The Sales Manager will be responsible for coaching, training, and observing the sales team and tracking individual and overall clinic performance. This will include holding one-on-one meetings with the Sales Team, creating incentives, and writing action plans.

PRINCIPAL DUTIES AND RESPONSIBILITIES

Tracking individual Sales Team Members sales performance for memberships, enhancements, retail, and advanced skin care services

Training all new Sales Team Members in the basics of the role as well as Sales Training

In the moment coaching, observing, roll playing and tag teaming with the Sales Team

Conducting one-on-ones with the Sales Team and Estheticians to review individual and clinic performance.

Present Performance Improvement Plans or disciplinary action as needed based on performance or breach of policy.

Creating monthly incentives to encourage performance and tracking its impact.

Conduct one-on-one meetings with all estheticians to review individual and clinic performance.

Work directly with trainers and product brand reps to ensure consistent training and coaching opportunities.

Update all rally and performance boards in location on a weekly basis.

Act as a liaison for new members and guests.

Investigate and identify solutions to concerns expressed by members and guests.

Communicate with members and guests directly via phone, SNAP, and email.

Handle and appropriately resolve major customer complaints and grievances that can’t be resolved by Sales Team Members.

Develop and maintain guidelines for handling customer complaints.

Anticipate, identify and ensure customer needs are being met in the best possible manner.

Immediately address customer complaints and feedback with Clinic/ Operations Manager and employees.

Track and minimize customer service errors.

Address all InMoment surveys that are received requesting a call back (detractors and passives)

Ensure all member documentation is accurate and completed accordingly.

Maintain effective programs to consistently retain and grow active member base.

Handle all membership cancellation requests, transfer requests, and freeze requests by follow company protocol.

Promote and increase revenue growth in memberships, services and retail sales of all products.

Keep abreast of the new promotions and products introduced by the company and assist in developing methods for communicating new opportunities to members and guests.

Training and informing staff members of new promotions, products and services.

Develop and deliver credible, competitive, value-added service to members and guests.

Guide staff to become caring, cooperative, accommodating and fair problem solvers.

Identify areas for improvement in customer service and provide effective solutions.

Ensure Sales Team Members are adequately and timely addressing customer service issues that arise and provide immediate coaching as appropriate.

Engage in employee development and discipline as necessary. Continually monitor and assess staff performance and service being provided and take corrective action wherever required.

Escalate to Clinic/ Operations Manager unresolved customer service matters that require additional discussion.

Uphold gracious front desk procedures in the handling of members and guests and ensure all other staff members maintain those same standards.

Maintain full knowledge of the crisis management procedures.

Responsible for ensuring cleanliness of the clinic daily.

Give the fullest attention to what customers are saying, taking time to comprehend the points being stressed, seek clarification as necessary and escalate as needed.

Manage difficult or emotional customer situations; respond promptly to customer

Needs; requests for service and/or assistance and develop solutions. Use reason/ empathy even when dealing with emotional topics.

Maintain confidentiality; listen to others without interrupting; keep emotions under control; react well under pressure.

Treat people with respect; approach others in a tactful manner; follow through on commitments; work with integrity and ethics; uphold organizational values.

Display willingness to make decisions; understand business implications of decisions; include appropriate people in decision-making process.

Speak clearly and persuasively in positive or negative situations; seek clarification as necessary; respond well to questions; participate in meetings.

Contribute to building a positive team spirit; ask for and offer help when needed.

Report to work/meetings as scheduled and on time; complete tasks correctly and on time or

notify appropriate person with an alternate plan.

Conduct staff meetings on periodic basis and/or present customer service issues at full spa staff meetings as requested by Clinic/ Operations Manager.

Apply feedback to improve performance; monitor own work to ensure quality. Strive to continuously build knowledge and skills.

Perform all other duties as assigned.

QUALIFICATIONS

High school diploma or general education degree (GED); or equivalent combination of education and experience.

At least 3 years’ experience in Sales and Management and proven ability to oversee staff.

High degree of professionalism, diplomacy and an ability to handle difficult situations.

Excellent oral and written communication skills, plus a good working knowledge of Windows, Word and Excel or similar programs required. Retail systems (scheduling, point of sale) knowledge preferred.

Must have open availability (including evenings and weekends)

Sales closing consistently at 25%

Must be able to travel to different locations.

Must occasionally lift and/or move up to 10 pounds.

Reasonable accommodations may be made to individuals with disabilities to perform the essential functions and or meet the physical demands of the position.

Job Type: Full-time

Pay: $20.00 - $23.00 per hour

Expected hours: No more than 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Weekends as needed

Travel requirement:

• No travel

Ability to Relocate:

• Buffalo, NY 14221: Relocate before starting work (Required)

Work Location: In person