Job Title: Director of Sales and Customer Service Job Type: Full Time (Salary Exempt)Salary - $145k - 155kAbout Us:Sloomoo Institute is an immersive experience based on slime and all things #satisfying. Founded in late 2019 by two best friends who found slime healing during difficult times, the mission of the company is to deliver joy. Playing with slime taps into four of the five senses: it's visually mesmerizing; it smells delicious (Sloomoo slimes are hand-made and scented); it offers soothing ASMR sounds; and it feels both relaxing and playful. The environment is made for digging in with your hands and getting off of your screens, whether you're a kid or a kid-at-heart. A finalist of Fast Company's Innovation by Design Award, the design of Sloomoo is glossy, contemporary, and accessible. There are five locations - New York, Atlanta, Chicago, Houston, and Los Angeles - with more on the way. Mission driven, the brand supports mental fitness through a partnership with the Goldie Hawn Foundation's MindUP and is committed to neurodiverse inclusivity (over 10% of the workforce is neurodiverse and often bringing job coaches to work). Position Summary Director of Sales and Customer Service will develop sales strategies for groups, events, field trips, OTA's birthday parties, manage the sales team as well as lead our customer service team. Core to this role is execution to drive revenue growth and customer engagement. This role is pivotal in expanding Sloomoo's presence, both within existing markets and in new locations, while fostering relationships with key partners and clients. Must understand AI as a tool for customer service. Partnering with our experiences to ensure a seamless execution for our clients is critical. This role involves heavy travel to our US based Sloomoo Institutes. The ideal candidate will be a results-driven leader with a passion for innovative customer experiences and a deep understanding of sales management in hospitality, F&B or experiential industry.Responsibilities: Sales Strategy Development:
- Develop and implement comprehensive sales strategies aligned with Sloomoo's mission and growth objectives for groups, corporate events, birthday parties, field trips, camp trips and OTA's.
- Analyze market trends, customer feedback, and competitor activities to identify new opportunities.
- Vigorously track results and make adjustments to the strategy quickly.
- Determine which conferences are critical, develop budgets and execute attendance with tracking and followup to understand the results of our investment.
Customer Service Strategy Development:
- Develop a critical path for expanding the use of AI in customer service
- Formulate team structure to minimize costs and maximize customer satisfaction
Team Leadership & Development:
- Build, mentor, and lead a high-performing sales team to achieve revenue targets and business growth goals.
- Provide ongoing training, coaching, and development to sales team members, fostering a collaborative and results-oriented environment.
- Set clear performance objectives and evaluate team performance regularly.
- Partner with marketing and operations to ensure the customer messaging is on brand and delivered at the experience.
- Partner with the leadership team on pricing strategies.
- Manage off-shore customer service agents using AI platforms.
Client Relationship Management:
- Cultivate and manage relationships with corporate clients, group sales accounts, and potential strategic partners.
- Act as a key point of contact for high-level partnerships and collaborations to drive sales growth.
- Oversee the development of proposals and presentations for potential clients and corporate partners.
Sales and Customer Service Operations:
- Oversee the development of sales pipelines and tracking tools to ensure consistent performance and accountability.
- Work closely with the marketing team to align sales and promotional efforts, including identifying opportunities for cross-marketing and joint campaigns.
- Utilize CRM systems to track leads, sales activity, and customer interactions to improve performance.
- Manage technology, especially AI to improve customer service while reducing costs.
Revenue, Profitability and Customer Service Goals:
- Ensure the sales department meets or exceeds revenue goals through effective pipeline management and closing of deals.
- Monitor financial performance and adjust strategies as needed to maintain profitability and meet targets.
- Provide regular reports on sales performance, forecasts, and insights to senior leadership.
- Evaluate customer feedback to improve operations at the experience and within the customer service journey.
- Create a customer service dashboard to understand visitor satisfaction, number and type of complaints, complaint trends, cost of service.
Event and Corporate Sales:
- Lead sales efforts for special events, corporate experiences, and group bookings, contributing to the growth of Sloomoo's revenue streams.
- Work with the operations team to ensure seamless delivery of client experiences.
Brand Advocacy:
- Serve as an advocate for Sloomoo's brand, maintaining the company's reputation as a leader in immersive sensory experiences.
- Represent Sloomoo at industry events, trade shows, and networking opportunities to build brand awareness and establish new sales channels.
Qualifications:
- Bachelor's degree in Business, Marketing, or a related field (Master's preferred).
- 8+ years of experience in sales leadership, preferably in the entertainment, experiential marketing, or hospitality sectors.
- 2 + years as a customer service agent or managing customer service.
- Proven track record of successfully leading sales teams and driving revenue growth.
- Strong interpersonal, negotiation, and communication skills.
- Excellent leadership abilities with a passion for developing and mentoring teams.
- Ability to analyze data and make strategic decisions based on market insights.
- Experience with CRM software (Tripleseat), AI for customer service and Google Docs.
- Creative and strategic thinker with a deep understanding of customer behavior and trends in the experiential industry.
Inclusivity Commitment:Sloomoo Institute is a company that respects and welcomes the uniqueness of each employee and offers everyone the means to find their place and thrive. We are committed to equal employment opportunities, career development opportunities and promoting initiatives aimed at creating a culture that is meaningful, innovative and successful. Sloomoo Institute does not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender, gender identity, gender expression, age, status as a protected veteran, status as an individual with neurodiversity or a disability or other applicable legally protected characteristics.