Diamond & Gemstone Team Lead for Taylor & Hart | Remote SA

Overview

Taylor & Hart is an e-commerce bespoke jeweller specialising in engagement rings and wedding rings. We offer customers the opportunity to create a high-quality custom engagement ring or jewellery piece through a seamless process – facilitated by our consultants in our showroom and via online communication channels.

The Role

The Diamond & Gemstone (D&G) Team Lead will be responsible for the D&G Specialist Team and ensure they are set up for success and meet their targets. The role will work with individuals within their team to unlock each member’s full potential allowing them to continue to generate individual sales at a high pace and achieve their bonus targets. The Team Lead will source the best candidates to join the D&G Specialist Team and will efficiently onboard them to be successful and aware of the progression plan in place and targets they should meet in order to progress within the team in an appropriate time frame.

The successful candidate will lead by example in effective and “on-brand” customer communications, fast response times, efficient engaging, qualifying, transferring, and closing leads, and set the standard for the team. The Team Lead will have an exemplary approach to working collaboratively with the wider teams within the company and actively make suggestions for process and system improvements that will benefit the D&G team. The Team Lead will ensure that our customers’ first impression of Taylor & Hart is welcoming and professional.

This is a remote role based in South Africa working Monday – Friday.

The Team

Taylor & Hart customers feel like we understand them and their requirements. Every interaction they have with the business is efficient and relevant to their needs. The D&G Specialists interact with the most customers directly, and, as such, are inquisitive and always listen to what our customers have to say. The D&G Specialists are brand ambassadors, understand the company’s core values and business model and are able to convey those to our customers, leaving them understanding what Taylor & Hart stands for.

A positive attitude and enthusiasm are shown through face-to-face, phone calls and written communications. Through highly efficient, responsive and proactive communication with prospective customers, they will understand and qualify the needs of the lead. For the business, this means a high conversion rate of leads that convert into sales by offering quick, friendly, confident and professional responses to enquiries. Customers are provided with the knowledge they need to choose a great diamond/gemstone and ring and empowered to make an informed purchase.

Main Responsibilities

• Produce a high conversion rate of engaged leads into sales through team sales
  performance.
• Manage morale, support and develop the D&G Specialist team.
• Provide feedback to team members development and work ethic.
• Continually following the D&G specialists’ progress and reporting on it.
• Management responsibilities including holiday management, bug reporting support, professional
  development of your team.
• Headhunt the best sales people in SA to join our team
• When we are ready, set up an office in SA and manage the team from there
• Onboard new D&G hires, documenting their progress and monitoring their performance going forward
• Weekly reporting to senior management.
• Continuous sales refreshers
• Ensure team members consistently maintain their performance and meet their targets.
• Ensure D&Gs progress to become senior within an appropriate time frame
• Ensure team KPIs are constantly sense checked and adapted if needed
• Complete all admin to do with the D&G team (rota, holidays, etc)
• Collaborate with teams across the business to ensure better in integration of the D&G team
• Ensure all communication channels are attended to during open hours and that response times are consistently fast with the customer pipeline being constantly attended to.
• All customers are warmly welcomed either over the phone, livechat, whatsapp, or email, and receive an
  exceptional experience. They leave with the feeling they got the best service they have ever received.
• Deliver high quality written and verbal communication to customers, which corresponds with the company’s Tone of Voice guidelines .
• Through their own work and the work of their team, excite every customer spoken to through expertise and experience, ensuring each customer becomes a brand ambassador.
• Through their own work and the work of their team, ensure customers expectations for their experience are set for success from their first point of contact to after they receive their purchase.
• Through their own work and the work of their team, work with precision to ensure all information is
  complete, accurate and company policies are followed to enable a greater contribution to continued company growth.
• Through their own work and the work of their team, ensure customers are aware of company policies relevant to their purchase in advance of their order.
• Have detailed knowledge of Taylor & Hart’s brand values and be a champion of those values in every
  customer or colleague interaction.
• Comply with all internal policies for delivering a finalised quote, keeping ICUs, returns and any sub-optimal customer or colleague experience to a minimum.
• Comfortably navigate around key systems needed for the successful fulfilment of the team’s responsibilities (Quotation Tool, Salesforce, YesWare, Intercom).
• Work towards constantly improving the efficiency of the sales process, focusing in particular on digital
  channels.
• Explore new approaches and ideas to remain ‘a step ahead’ with each customer’s experience.
• Consistently striving to improve the ecommerce experience, by researching industry best practices and staying on top of potential innovations in technology.
• Develop an understanding of the work done by the wider teams and ensure interactions between teams are as efficient as they can be.

What we are looking for:

• Experience of at least 5 years in managing a target oriented sales team in a digital environment
• Previous experience in jewellery is a plus
• Excellent written and verbal communication
• Excellent people skills and compassion
• Knowledge of how and when to show empathy with a genuine interest in others
• Ability to control a conversation while making the other side feel special and catered for
• Responsibility, reliability and a reassuring presence
• Strong multi-tasking that thrives in a fast paced environment
• Positive attitude that can adapt and thrive in changing circumstances
• Acute attention to detail
• Devotion to continuous learning, improvement and teaching
• Proven track record as an excellent salesperson

Key Success Metrics

• DG Team Performance
• Company Gross Profit
• Company Revenue
• Personal Development / Leadership