Job Summary

As the CRM and Customer Experience Lead at Kia Kaha Mixed Martial Arts, you will be pivotal in driving the efficiency and quality of our customer engagement efforts. You will lead and oversee the daily operations of our Customer Experience Specialist teams, ensuring seamless lead conversion, effective member upgrades and renewals, and consistently high service standards, all powered by meticulous CRM utilization. Your role is critical to optimizing team performance.

Job Description

• Lead, motivate and manage a team of customer experience specialists providing coaching, mentorship, and performance feedback.
• Drive sales performance through effective pipeline management, sales process optimization, and regular performance monitoring.
• Utilize CRM tools (e.g., Salesforce, HubSpot, Zoho) to track leads, sales activities, customer interactions, and forecast revenue.
• Set clear daily targets and monitor individual and team performance metrics closely through the CRM system.
• Generate and convert leads by identifying potential customers and presenting solutions that meet their needs.
• Develop sales scripts, training materials, and process improvements to ensure consistent and effective team performance.
• Monitor KPIs, analyze team metrics, and report performance to senior leadership.
• Collaborate with marketing, customer success, and operations teams to ensure alignment and seamless customer experience.
• Conduct regular sales training and onboarding sessions to keep the team informed of product updates and sales strategies.
• Resolve customer issues and objections effectively while maintaining a high standard of customer satisfaction.

Qualifications & Attributes:

• Proven experience in a team lead, supervisor, or senior role within customer service, sales operations, or call center environments. Experience managing teams using a CRM system is essential.
• Demonstrated ability to lead, coach, and motivate a team to achieve performance targets.
• Strong ability to track, monitor, and interpret data from CRM systems to drive operational efficiency and performance.
• Excellent verbal and written communication skills, with a strong ability to give constructive feedback.
• A driven individual with a proven track record of meeting and exceeding operational and performance goals.
• Diploma or Bachelor's degree in a relevant field is preferred. Sales and marketing educational background is a plus.

What You Can Expect From Us:

At Kia Kaha MMA, we believe in empowering our team members to excel. Joining us means:

• You'll be in a key position to directly shape our customer experience and drive significant business growth.
• We are committed to your professional development, offering opportunities to enhance your leadership skills, operational expertise, and industry knowledge.
• Work in a dynamic, supportive, and energetic environment.
• We offer a competitive salary and growth opportunities.
• The chance to build and mentor a high-performing team and make a tangible difference every day.