Description and Requirements

A Dyson Customer Experience Sales Optimization Manager will be a highly motivated and experienced professional who will enhance the quality of sales.  This will be a self-directed individual, with a clear vision of a sales culture, and the ability to execute.  The position is located at Dyson’s call center in Aurora, IL.  This position reports to the Sr. Director Owner Experience and provides support to other key stakeholders in the business to increase revenue, knowledge, and overall sales effectiveness.

Market Overview:

Dyson is a global technology company headquartered in Malmesbury, UK. We transform every category we enter with radical and iconic reinventions that work, perform and look very different. We're about better ideas and better technologies, to solve the problems that others often ignore.

Dyson has over 25 years of experience and expertise in whole machine HEPA filtration and filter media and has its own in-house microbiology lab. Armed with the sort of equipment usually associated with hospital laboratories, Dyson’s two microbiology laboratories offer new research and support to the engineering project teams to develop hygienic purification devices.

Global R&D continues apace, with Dyson developing ambitious new technologies including power systems, motors, vision systems, filtration systems, robotics, machine learning, and AI. It is bringing this powerful combination together into new and existing products, focusing global expertise at key locations in Singapore, UK and China. 

Function Overview:

Dyson moved its US customer care operations from Chicago to a dedicated $1.5 million contact center in nearby Aurora in 2012. The 14,000 sq. ft building provides an acoustically engineered open-plan environment, including space for our 250 Dyson experts to disassemble machines while on support calls.

Our Customer Service team epitomizes Dyson’s problem-solving ethos. There’s no query our Ask Dyson teams can’t answer. And there’s no fault our field service engineers can’t fix.

Driven to turn owners into passionate advocates of the brand, our team makes each experience rewarding. It requires in-depth knowledge and genuine passion for Dyson technology. So we never miss an opportunity to talk about Dyson’s latest machines – and frequently sell products as well as solve problems. From letters and emails, to calls, online and social media, our team is constantly evolving to give better service.

Accountabilities:

Create an iconic sales culture

  • Responsible for sales projections and execution of performance against agreed targets for Contact center sales channels
  • Facilitate instructor led sales training and sales coaching, via class room to increase productivity
  • Deliver programs and coaching that directly and measurably improves sales techniques, product knowledge, and close rates
  • Provides workshops and materials that enhance sales skills, the customer experience, and product knowledge
  • Coordinate and facilitate sales training with internal business partners and 3rd party vendors
  • Establishes an effective adult learning environment, demonstrates confident and engaging presentation skills and sales management techniques leading to desired outcomes
  • Initiate and manage sales contests, performance ranking, sales reporting, and recognition programs

Develop joint business plans for account(s)

  • Seek consensus and approval from internal stakeholders for proposed plans; negotiate with accounts to company's position, maximizing profit outcomes
  • Achieve sales, profit and inventory goals on a monthly, quarterly and yearly basis
  • Manage funds and resources for the best return on investment. Analyze data and implement high quality solutions and actions to solve problems proactively with customer and team

Collaborate with business partners

  • Enlist and influence supervisors to support sales initiatives and to become engaged in the selling process
  • Collaborates with internal business partners, supervisors, and key contacts to ensure training and coaching meets business needs
  • Proactively engages with business manager’s to maintain relationships and identify needs
  • Consults with Training Manager, WFM Manager, and Site Manger on sales training/coaching and plan for execution’
  • Creates coaching plans for both supervisors and representatives

Fulfill other duties as required

  • Provides updates to management regarding sales coaching and training progress and performance
  • Balance multiple projects while managing daily sales initiatives, recognition, and sales coaching
  • Follow-up with supervisors and representatives to ensure sales targets are being met
  • Balance an iconic customer experience with an iconic sales environment

Skills:

  • Minimum 3 years’ experience as a sales coach or similar capacity
  • 3 years’ call center experience
  • High School diploma or equivalent required; Bachelor’s degree preferred
  • Ability to understand the Dyson brand and uphold its integrity
  • High level of customer service and sales orientation required
  • Ability to work with other departments, build a plan of action, and execute
  • Influence supervisors and representatives to reach and exceed sales targets
  • Work a flexible schedule – which may include evenings and weekends
  • Ability to push, pull, and lift up to 30lbs
  • Bilingual skills a plus
  • Innovative thinker and disciplined problem solver
  • Passionate about success and tenaciously achieve it
  • Setting the direction, and building talented teams to achieve the targets
  • Challenge assumptions and collaborate with business groups

Benefits Overview:

Dyson US monitors the market to ensure competitive salaries, holidays and retirement plans. Beyond that, you’ll also enjoy profit-related bonuses and life and disability cover. But financial rewards are just the start of a Dyson career. Rapid professional growth, leadership development and new opportunities abound, driven by regular reviews and dynamic workshops. And with a vibrant culture, the latest devices and a relaxed dress code reflecting our engineering spirit, it’s an exciting team environment geared to fueling and realizing ambition.

Dyson is committed to providing reasonable accommodations to individuals with disabilities. If you are interested in applying for employment with Dyson and need a reasonable accommodation for any part of the application process, please send an e-mail with your contact information, the job number of the position for which you are interested in applying, and the nature of your request to careers.us@dyson.com or call(312) 706-2260. Determinations of requests for reasonable accommodation are made on a case-by-case basis.

Dyson is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.