CCI Outbound Supervisor

at  Marley Spoon

If you’re ambitious, love food, and want to be part of a company filled with opportunities, keep reading.
Marley Spoon is a direct-to-consumer manufacturing business with a waste free supply chain. We deliver top quality fresh ingredients in the exact quantities required with chef-designed easy-to-cook recipes, to thousands of households across the globe. Together we build brands customers love. Currently we operate various brands that are serving households in the US, Europe, and Australia: Marley Spoon, Martha Stewart & Marley Spoon, and Dinnerly.
So, ready to cook up an application?
Our Global Outbound Team is now looking for a Outbound Operations Supervisor. This role focuses on customer retention and reactivations, sales operations, and research. It requires experience in outbound communications and sales, along with the ability to implement strategies that enhance customer satisfaction and loyalty.
The ideal candidate should have strong leadership capabilities, a passion for delivering exceptional customer experiences, and the strategic expertise to drive retention and reactivation efforts.

REQUIREMENTS

• Bachelor’s degree in Business Administration/Marketing/a related field or equivalent relevant experience is preferred.
• Minimum of 3-5 years of experience in outbound customer service, with a focus on customer retention, and reactivations.
• Proven experience in sales or sales strategy development, particularly within an outbound operations environment.
• Previous supervisory or leadership experience is required.
• Strong leadership and team management skills, with a focus on coaching and developing high-performance teams.
• Excellent communication and interpersonal skills, with the ability to build relationships and engage customers.
• Analytical mindset with the ability to interpret customer data, extract insights, and apply them to improve service and strategies.
• Proficient in CRM software (e.g. Zendesk & data analytics platforms) and familiar with customer service and sales automation tools.
• Ability to thrive in a fast-paced, results-driven environment.
• Strong problem-solving and decision-making skills.

Team Supervision & Leadership:

• Lead, manage, and motivate a team of Outbound Customer Communications Experts focused on customer retention, reactivation, and insights.
• Oversee daily outbound operations, ensuring performance targets and metrics are consistently met or exceeded.
• Conduct regular coaching, mentoring, and training sessions to enhance team performance and development.
• Manage scheduling, workload distribution, and ensure operational efficiency.

Customer Retention & Reactivation:

• Develop and implement strategies for retaining existing customers and reactivating former customers, focusing on increasing customer loyalty.
• Monitor customer interactions to ensure high standards of service and a focus on customer satisfaction.
• Analyse customer data and feedback to identify patterns and improve customer retention efforts.

Sales & Strategy:

• Develop and implement sales strategies to support retention and reactivation initiatives.
• Identify new revenue opportunities through upselling, cross-selling, and building long-term relationships with key customers.
• Continuously review and improve sales processes and techniques used by the team.