Manager Consumer Sales and Retention, ICG

Reporting to the Director Consumer Sales and Retention the Manager Consumer Sales and Retention is responsible for leading the day-to-day operations and ongoing development of the Sales Chat team driving online sales customer acquisition and customer experience results. The Manager oversees team performance through coaching quality management workforce planning analytics and continuous optimization of chat processes content and AI-enabled addition the Manager may provide operational support to Sales and Retention call center teams contributing to coaching performance improvement and the achievement of departmental objectives across both digital and voice channels.

KEY RESPONSIBILITES:

• Lead the daily operations performance and ongoing development of the Sales Chat team.
• Drive online sales growth lead generation customer acquisition and conversion performance through digital channels.
• Coach develop and support chat agents through performance management quality reviews training and continuous feedback.
• Establish monitor and report on key performance metrics including sales conversion quality productivity customer satisfaction and workforce management.
• Leverage data analytics and business insights to identify opportunities support decision-making and drive continuous improvement.
• Manage and optimize the Sales Chat knowledge base canned response library and customer engagement content to ensure alignment with products pricing promotions and policies.
• Lead the enhancement of chatbot and AI-enabled solutions to improve customer engagement sales effectiveness and operational efficiency.
• Manage workforce planning scheduling resource allocation and operational processes to ensure service and performance objectives are achieved.
• Partner with Digital Marketing Product IT Sales and Retention leaders to deliver consistent customer experiences and achieve business objectives across digital and voice channels.
• Foster a high-performance customer-focused and accountable team culture while leading continuous improvement initiatives.
• Support outsourced partner relationships and ensure compliance with company policies operational standards and regulatory requirements.
• Contribute to forecasting departmental objectives and provide operational leadership support across Sales and Retention teams as required.

WORKING CONDITIONS:

• Standard business hours with flexibility to support operational requirements and occasional after-hours needs.
• Primarily a remote position with occasional travel to the office for meetings training or other business needs.
• Computer-based role requiring extended periods of sitting concentration data analysis decision-making and management of multiple priorities in a fast-paced environment.
• Requires strong communication skills sound judgment adaptability and effective collaboration with stakeholders across the organization.

TOOLS & TECHNOLOGY USED:

• Microsoft 365 applications including Excel Word PowerPoint Outlook and Teams.
• Contact centre workforce management sales chat CRM and digital engagement platforms.
• Business intelligence reporting quality monitoring conversational analytics chatbot and AI-enabled customer engagement tools.
• Computer hardware operating systems web browsers and other business applications supporting sales retention and customer experience operations.

WHAT YOU BRING... CREDENTIALS:

• University degree in Business Marketing Communications or a related field or an equivalent combination of education and experience.
• Minimum 3-5 years of leadership experience in Sales Retention Digital Sales Contact Centre Operations Customer Experience or a related field.
• Proven ability to lead teams manage performance drive continuous improvement and deliver measurable business results.
• Experience with digital sales customer engagement technologies data analytics contact centre operations and AI-enabled solutions is considered an asset.

LANGUAGE REQUIREMENTS:

• Bilingual (English and French) both written and verbal.
• Ability to communicate effectively with employees customers leadership teams and business partners in both official languages.

SKILLS & ABILITIES:

• Strong leadership coaching and team development skills.
• Ability to drive sales performance customer engagement and business results across digital and traditional channels.
• Strong understanding of customer experience sales performance and key operational metrics.
• Excellent communication collaboration relationship-building and stakeholder management skills.
• Advanced analytical reporting and problem-solving skills with the ability to translate data into actionable insights and recommendations.
• Strong organizational and project management skills with the ability to manage multiple priorities in a fast-paced environment.
• Continuous improvement mindset with knowledge of digital sales customer engagement technologies and AI-enabled solutions.