Sales Support Manager - Safe Step Sales Recovery Team

Job Posting:

For the past 10 years, Safe Step Walk-In Tub Company (a Ferguson company) has experienced unprecedented growth and have been overly committed to providing our customers with the industry-leading safety, comfort and independence they deserve. As the nation’s top walk in tub/shower company, our products are made to the highest manufacturing standards available, and our customer service is unmatched. We call it the Safe Step Difference.

If you’re considering investing in your future, look no further to find out why the Safe Step Walk-In Tub Company is the only choice. We purposely employ dedicated team members that have a natural desire to provide life-changing service to our customer base across the US and Canada. Every day, we do our best, to give our best, to those deserving of the same.

Job Title: Sales Support Manager - Safe Step Sales Recovery Team

Location: Remote anywhere in the US

The Sales Recovery Team Manager leads a high-performing team focused on three critical initiatives: Rehash, Cancel-Save, and Virtual Sales campaigns. This role is responsible for driving revenue recovery by re-engaging lost sales opportunities, salvaging cancellations, and executing virtual lead strategies. The manager will work hands-on with a team of six elite agents, coaching from the trenches, curating lead lists, and ensuring operational excellence across platforms like Lead Perfection, Five9, Snowfly and LivePro

• Campaign Leadership: Own and execute the Rehash, Cancel-Save, and Virtual Sales lead generation campaigns, targeting a combined monthly gross sales goal of $2M.
• Sales Recovery Execution: Lead by example in contacting Sat, Not Sold (SNS) leads, offering strategic pricing adjustments to re-engage customers and drive conversions.
• Omni-Channel Strategy: Develop and deploy outreach strategies using all available Five9 tools—SMS, text, chat, email, rotating caller IDs, and creative messaging—to enhance consumer engagement and response rates.
• Negotiation & Profitability: Train the team to renegotiate canceled sales and identify price points that convert while maintaining profitability on each job.
• Virtual Lead Management: Set qualified virtual leads for the virtual sales team, ensuring alignment with campaign goals and sales readiness.
• Team Development: Mentor a team of six Sales Recovery Agents, building their skills from scratch and fostering a culture of accountability and performance.
• Systems Mastery: Expertly manage lead curation and reporting in Lead Perfection, and supervise call operations in Five9, ensuring compliance and efficiency while using Snowfly and LivePro to refine processes and enhance productivity.
• Performance Management: Deliver daily, weekly, and monthly KPIs for the team and individual agents. Develop countermeasures when performance trends fall below expectations.
• Cross-Functional Collaboration: Serve as a feedback liaison to the Direct Sales Management team, providing actionable insights into improving field sales outcomes. Work cohesively with Senior Sales Support to optimize sales recovery leads in conjunction with new company sales leads.
• Compliance & Quality Control: Uphold all TCPA/DNC/TRACED ACT regulations and internal compliance standards.
• Operational Oversight: Manage daily operations, provide backup support during peak demand or absences, and handle raised customer inquiries when necessary.
• Strategic Planning: Contribute to playbook development, dashboard reporting, and long-term campaign optimization.

• Proven experience in sales management, preferably in a contact center or inside sales environment.
• Deep familiarity with LeadPerfection and Five9 platforms.
• Strong analytical skills and ability to interpret performance data.
• Excellent coaching, communication, and leadership abilities.
• Strong negotiation skills with a focus on value-based selling and profitability.
• Ability to work under pressure and meet aggressive revenue targets.
• Commitment to compliance, quality, and customer satisfaction.

At Safe Step Walk-In Tub Company, we care for each other. We value our well-being just as much as our hard work. We are committed to a holistic approach towards benefits plans and programs that support the mental, physical and financial well-being of our associates. Our competitive offering not only includes benefits like health, dental, vision, paid time off, life insurance and a 401(k) with a company match, but our associates also enjoy additional meaningful and inclusive enhancements that are adaptable to their diverse situations and needs, including mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities and more!

#LI-REMOTE

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Pay Range:

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Actual pay rate may vary depending upon location. The estimated pay range for this position is below. The specific rate will depend on a candidate’s qualifications and prior experience.

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Estimated Ranges displayed are Monthly for Salaried roles OR Hourly for all other roles.

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This role is Bonus or Incentive Plan eligible.

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Ferguson complies with all wage regulations. The starting wage may be higher in certain locations based on local or state wage requirements.

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The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.

Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.

Equal Employment Opportunity and Reasonable Accommodation Information