Just Food For Dogs

Compensation

Full Description

Position Title: Senior Manager, Custom Sales and Support Department: Custom Experience Reports To: Chief Customer Experience Officer Location: Remote FLSA Status: Exempt, Full time Position Summary: Are you passionate about pets and driven by delivering exceptional customer and sales experiences? Join a fast-growing company in the pet food industry as our Senior Manager of Custom Sales and Support. This role leads a high-impact team of sales consultants and account managers in a dynamic, customer-first contact center environment. We're in rapid growth mode and looking for a strategic leader who thrives on coaching teams, optimizing performance, and connecting customers with custom nutrition solutions for their pets. As part of our pet-friendly and mission-driven workplace, you’ll play a vital role in shaping how we serve pet parents across the country—while being surrounded by colleagues (and furry friends) who are as passionate about pets as you are. Key Responsibilities: • Lead, inspire, and coach a team of inside sales consultants and account managers to meet and exceed sales, retention, and customer satisfaction goals. • Oversee daily call center operations with a focus on delivering personalized, consultative support for pet owners seeking custom pet food solutions. • Develop and implement sales strategies that align with growth objectives and customer needs. • Foster a high-performance culture that prioritizes customer experience, data-driven decision-making, and continuous improvement. • Collaborate cross-functionally with Marketing, Product, Customer Experience, and Operations to align strategy and execution. • Manage team KPIs including sales conversion, customer retention, average handle time, and first-call resolution. • Use Salesforce CRM to monitor performance, manage pipeline, and optimize sales workflows. • Identify training and development opportunities to enhance team effectiveness and drive results. • Handle escalating customer situations with empathy, professionalism, and urgency. • Support a fun, inclusive, and pet-friendly team environment that reflects our commitment to pet wellness and happy customers. Required Qualifications: • Bachelor’s degree in business, Sales, Marketing, or a related field (or equivalent experience). • 7+ years of experience in inside sales, customer service, or call center management, including at least 3 years in a senior leadership role. • Proven success managing high-performing sales and account management teams in a customer-centric environment. • Strong understanding of contact center operations and metrics. • Demonstrated ability to lead in a fast-paced, high-growth environment. • Excellent coaching, team development, and interpersonal communication skills. • Experience using KPIs and customer feedback to drive continuous improvement. • Comfortable with data analysis, forecasting, and sales pipeline management. Preferred Qualifications: • Experience with Salesforce CRM (Sales Cloud and/or Service Cloud) for pipeline tracking, reporting, and sales optimization. • Background in the pet food, pet care, or consumer packaged goods (CPG) industry. • Knowledge of consultative sales techniques, customer retention strategies, and service quality programs. • Passion for pets and commitment to pet health and nutrition. Live Our Mission – At JustFoodForDogs, we act with integrity and build trust, treating everyone with dignity and respect. We bring passion to our mission, contribute positively to our environment, and strive to eliminate drama and negativity. Our commitment extends to exceeding expectations and supporting both our communities and the planet. Be a Team Player – JustFoodForDogs values positive teamwork and strong relationships. We prioritize trust, support, and team success over individual recognition. Our approach is to serve others and focus on collective goals, ensuring that collaboration and mutual support are at the heart of our work. Maintain a Positive Attitude – At JustFoodForDogs, we bring energy and enthusiasm to inspire our team. We stay optimistic, lead with empathy, and manage change with a positive outlook. Our focus is on constructive feedback and willingly assisting others to foster a supportive and confident workplace. Deliver Results – We are driven to win with determination and commitment at JustFoodForDogs. We honor our promises, take initiative, and pay attention to the details. Our goal is to consistently deliver on our objectives while holding ourselves and others accountable for results. JUSTFOODFORDOGS is an Equal Opportunity Employer. JUSTFOODFORDOGS does not discriminate due to race, color, creed, religion, sex, sexual orientation, gender and/or gender identity or expression, marital or parental status, national origin, ethnicity, citizenship status, veteran or military status, age, disability, unemployment status or any other legally protected basis, and to the extent permitted by law. Qualified candidates of diverse ethnic and racial backgrounds are encouraged to apply for vacant positions at all levels