Job Description
This role is a unique blend of Sales Manager and Support Service Manager, responsible for driving sales while ensuring exceptional service support across the Korea, Taiwan, and Hong Kong markets. In addition to sales responsibilities, this role includes managing the relationship with external contact centre vendors and setting key performance metrics to ensure optimal service delivery.
Key Responsibilities:
Sales Management:
- Develop and maintain strong strategic relationships with external contact centre vendors to drive sales efforts through inbound, chat, and outbound channels.
- Achieve and exceed revenue targets by managing the sales pipeline and forecasting sales accurately.
- Implement action-oriented plans and strategies to enhance sales performance, customer retention, and growth of existing accounts.
Service Management:
- Oversee vendor management to ensure service standards are met and continually improved.
- Manage key performance indicators such as customer satisfaction, service level management, productivity, and case handling efficiency.
- Develop service strategies and frameworks to support overall business objectives and enhance customer experiences.
Leadership and Team Development:
- Lead and inspire a high-performing sales and support team, promoting a culture of collaboration and continuous improvement.
- Coach, mentor, and develop team members to identify customer needs and provide tailored solutions effectively.
- Collaborate with internal and external stakeholders to share insights and feedback, ensuring alignment with Adobe's values and strategic goals.
Data-Driven Insights:
- Analyze customer and agent data, business goals, and reports to find opportunities for continuous improvement.
- Develop dashboards and performance metrics that highlight key drivers of sales and support performance.
Qualifications:
- Postgraduate with over 10 years of experience in Field Sales, Digital Sales, or Service Management.
- Proven track record in managing sales operations and service support functions, demonstrating the capacity to get results and improvements across both domains.
- Expertise in building and maintaining strategic vendor relationships.
- Strong analytical skills, with the ability to translate complex data into actionable strategies.
- Demonstrated ability to lead, motivate, and develop teams across shifts, with a focus on achieving high levels of customer satisfaction and service excellence.
Join our Creativity & Productivity business unit and join a team that drives digital transformation through innovative tools and services that empower creators and businesses worldwide
About Adobe
Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.
Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours.
** Let’s Adobe together**
At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create.
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