Sales & Service Manager

Sales & Service Manager

The Costumer is a 108 year-old theatrical costume rental, e-commerce, and retail business. We rent theatrical costumes and sell Halloween, Cosplay, re-enactment, and other costumes via our e-commerce website and retail store. We are committed to advancing scholastic theatre with its transformative benefits-enhancing communication skills, boosting self-confidence, encouraging resilience, enhancing social skills, and fostering empathy and critical thinking. We take pride in being the back office for thousands of productions annually.

In the Sales & Service Manager role, you will lead the team that is always the first or second contact for each of our thousands of customers, most of whom are theatre directors or theatre arts faculty on the rental side and everyday characters on the e-commerce and retail side. With a focus on ensuring our customers feel understood and are provided best-in-class customer service, you and your team will review customer orders and transaction history to understand customer needs and then determine the best approach to rent and/or sell costumes, makeup, accessories, wigs, and props. This role will support our Theatre, e-commerce, and retail teams' sales and marketing efforts by connecting with customers, offering strategy and ideas, and providing insights and data from customer and sales trends to the CEO and your colleagues to make our sales and marketing efforts more targeted and productive.

If you are passionate about ensuring the show will go on for thousands of actors of every age, background, and size nationwide-and delivering sales and profitability growth AND outstanding customer experiences to grow our employee-owned business, we invite you to apply today!

This is an in-person role in our studio in Schenectady, NY.

Responsibilities
Learn and understand our business, products, and services
Grow sales and profitability, especially add-on and repeat sales
Convert prospects to sales, grow customer lifetime value
Win back dormant customers and identify new opportunities
Create and manage contracts and invoices to close the sale
Manage daily operations of the customer service department, including staff assignments and managing client records
Communicate effectively with clients to address inquiries, ensure accurate and complete information in costume plots, and resolve issues with costume choices, estimates, and invoicing promptly
Analyze customer feedback and service metrics to identify areas for product and service improvement and revenue and profit growth
No need to be a Broadway expert; be resourceful. Research and stay apprised of licensed shows, types and styles of costumes, and show trends.
Collaborate with other departments to inform them of early season trends based on inquiries and orders, to enhance yours and the teams' knowledge of our product and service offerings
Train and develop team members to improve performance and customer satisfaction
Perform other duties as assigned by the CEO
Requirements

3-5 years proven experience growing sales
2-4 years of related experience delivering and managing excellent customer service
1-3 years of experience supporting marketing
A love of theatre, performing arts, and working with creative communities-bonus if you love costuming or were once a theatre kid!
Excellent verbal and written communication and problem-solving skills
Ability to analyze data and make informed decisions based on insights.
Success in setting and meeting/exceeding goals and using key performance metrics (KPIs)
Education

High school diploma required; college degree preferred.
Job Type:

Full-time

Pay:

Starting at $61,000 per year

Benefits:

401(k)
Dental insurance
Employee assistance program
Health insurance
Health savings account
Life insurance
Paid time off
Referral program
Vision insurance
Schedule:

Full-Time, some Saturdays during busy seasons

Work Location:

In person

FLSA Status:

Exempt
Work schedule

Day shift
Weekend availability
Supplemental pay
Bonus pay
Benefits
Paid time off
Health insurance
Dental insurance
Vision insurance
Life insurance
401(k)
Employee discount
Profit sharing