Summary
Overview
Work History
Education
Skills
Key Qualifications
Activities
Certification
Timeline
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Jay McInnes

St. Catharines,ON

Summary

With over 35 years of experience in the pool and spa industry, I am a seasoned sales professional and customer experience specialist who strives to exceed expectations and deliver exceptional results. I currently lead the customer experience and inside sales team at Discounters Pool And Spa Warehouse.

My core competencies include customer retention, customer relationship management (CRM), retail and wholesale sales, operations management, and problem solving. I am passionate about creating and maintaining long-lasting relationships with customers, suppliers, and partners, and ensuring their satisfaction and loyalty. I also enjoy coaching and mentoring my team, and empowering them to achieve their goals and grow their skills. My mission is to drive sales and customer satisfaction to a superior level.

Overview

36
36
years of professional experience
8
8
Certification

Work History

Customer Experience/Inside Sales Manager

Discounter's Pool & Spa Warehouse
02.2022 - Current
  • Launched and was responsible for all training with two major CRM systems
  • (Zendesk & Hubspot)
  • Responsible for all incoming digital sales and technical support
  • Managed the inside sales team in all day to day operations including training and ongoing support
  • Designed and built an 'Inbound Sales Strategy' implemented by all sales associates
  • Maintained all reporting on customer satisfaction, expectations and levels of loyalty
  • Introduced and implemented a 'Superior Customer Experience' mentality with a focus on going above and beyond expectations
  • Assigned and managed all incoming Inground and Above-ground pool inquiries.
  • Responsible for all incoming Hot Tub Inquiries

Field Sales Manager

Discounter's Pool & Spa Warehouse
02.2020 - 01.2022
  • Responsible for all training and sales process implementation at 10 locations including Managers and sales associates
  • Introduced and maintained a complete CRM system that controlled all sales leads and technical inquiries from the digital world, as well as being responsible for all training and onboarding within this format
  • Maintained daily sales reports and identified where onsite support or virtual training would benefit a store or sales associate and then implement an action plan accordingly
  • Utilized analytics and superior problem solving skills to exceed targets and establish customer relationships that bring tremendous referral business for years.

Branch Manager

CDS / Discounter's Pool & Spa Warehouse
02.2001 - 01.2020
  • Manage a multi million dollar location in which two separate divisions thrive within the Pool & Spa and Construction Supply industries
  • Acting as a leader and motivator to the sales team by training, coaching and rewarding selling behaviors
  • Maintained a strong floor presence to drive selling efforts, and lead by example to ensure consistent adherence to our service standards
  • Possessed an outstanding problem solving ability and able to react and resolve issues in a professional manner
  • Responsible for maintaining adequate stock through efficient inventory management
  • Always ensuring that all health and safety as well as security regulations are adhered to
  • Have been responsible for increasing total branch sales for both divisions by expanding the markets and separating ourselves from competitors by way of customer service superiority
  • Supervised all staff in both divisions on a daily basis to ensure productive operations at all times
  • Completely responsible for all staffing and scheduling including the challenges of seasonal employees
  • Have had the ability to execute retail strategies within the entire branch in order to organize, prioritize and multitask effectively at a high level within a rapidly changing environment
  • Review, understand and take action regarding sales and productivity results on a weekly and monthly basis
  • Utilized strong communication skills to inspire, direct and lead the team and cultivate a dynamic selling culture
  • Always believed that leading by example, being accountable and treating people with the same respect you expect in return is a recipe for success.

Store Manager

Pioneer Family Pools
04.1988 - 01.2001
  • Managed the complete day to day operations of an established pool and spa company
  • Responsible for all scheduling and management of staff, as well as recruiting and training for St.Catharines store
  • Played an active role in the ongoing education of the entire team
  • Introduced the selling strategies and processes of the company to all staff
  • Completely responsible for all health and safety implementation.

Education

Harry Freedman Sales Master Classes Grad.
Toronto, ON

Completed 2 year program. - Law & Security

Niagara College
Welland, ON

Ontario Secondary School Diploma -

Lakeport Secondary School
St.Catharines, Ontario

Skills

    • Staff Training and Development
    • Sales Reporting
    • Sales process engineering
    • Consultative Selling Techniques
    • Sales Team Leadership
    • Cross-Channel Marketing
      • Customer Complaint Resolution
      • Customer Service
      • Document Management
      • Client Support
      • Motivational Skills
      • Solution selling

Key Qualifications

  • I have many years of relevant experience in retail management, customer service, and strategic planning as it pertains to building and maintaining a successful business.
  • Over 3 decade's experience in the pool and spa industry excelling at hiring, training and supporting the right people for the right job.
  • I have a passion for next level customer service and can communicate this culture effectively to a sales team.
  • Tremendous problem solving and analytical skills that allow for superior handling of daily tasks and organization
  • A highly respected level of communication and implementation of very successful Sales processes

Activities

  • Maintain a Black Belt in Wado Ryu Karate
  • Personal Security Officer
  • Completed Specialized Sales Track for Hot Springs
  • I'm also an avid golfer and dog lover

Certification

  • CRM's - Zendesk & Hubspot Experience
  • Zendesk Certified
  • Hubspot Certifications

- Sales Management

- Inbound Sales

- Sales Process

- Customer Service Hub

- Sales Software

- Hubspot Reporting

- Sales Enablement

  • Hayward University Online courses completed

- Automation Omni Systems

- Aquarite Saltwater Systems

- V.S. Pump / Operation & Troubleshooting

- Universal Heating Operation & Troubleshooting

- Robotic Cleaner Training and Service

- Universal Colorlogic Pool & Spa lighting

Timeline

Customer Experience/Inside Sales Manager

Discounter's Pool & Spa Warehouse
02.2022 - Current

Field Sales Manager

Discounter's Pool & Spa Warehouse
02.2020 - 01.2022

Branch Manager

CDS / Discounter's Pool & Spa Warehouse
02.2001 - 01.2020

Store Manager

Pioneer Family Pools
04.1988 - 01.2001

Harry Freedman Sales Master Classes Grad.

Completed 2 year program. - Law & Security

Niagara College

Ontario Secondary School Diploma -

Lakeport Secondary School

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Jay McInnes