Sales & Marketing Director

Saratoga Springs, NY - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Job Title: Director of Sales & Customer Service (Contact Center)

Company:Client of Brave New World Search Group

Location:Saratoga Springs NY Hybrid Full-time

Company Overview

Our client is a vertically integrated real estate operator with a significant multi-market presence across the U.S. and Canada. The organization is rapidly scaling and places a strong emphasis on data customer experience and operational excellence.

Role Summary

Lead a high-velocity revenue-generating contact center that supports a nationwide portfolio. You will be responsible for sales conversion and customer experience from strategy to execution overseeing people processes and platforms while fostering a best-in-class culture across inbound outbound chat email and SMS. This is an onsite leadership role working closely with a team of 50-60 contact center professionals.

What Youll Do

Own the Numbers:Set and achieve monthly/quarterly sales and retention targets (conversion revenue per inquiry upsell/ancillary attach churn).
Run the Center:Manage day-to-day operations workforce management quality assurance/control and performance coaching for supervisors and agents.
Scale Revenue Programs:Develop test and refine pricing strategies promotions and retention initiatives; create effective talk tracks and objection handling techniques.
Data-Driven Management:Establish dashboards and reporting cadences for KPIs (Contact Conversion AHT FCR CSAT/NPS Occupancy Adherence Shrink).
Journey & Customer Experience:Enhance response times service level agreements and handoffs across all communication channels; bridge gaps between sales and service functions.
Enable the Team:Drive the development of playbooks training programs certification paths and coaching; recruit and nurture leaders within the organization.
Tech & Tools:Manage the roadmap for CCaaS/CRM/WFM/QM tools (e.g. Five9/Genesys/NICE Salesforce/HubSpot/Zendesk); improve reporting and call scoring processes.
Cross-Functional Collaboration:Work closely with Marketing (demand generation/lead quality) Operations (field handoff) and Finance (forecasting/budget).
Governance:Ensure compliance with scripting standards and maintain consistent documentation and billing practices.

KPIs Youll Own

Lead-to-booking/lease conversion rate
Revenue per inquiry / ancillary attach rate
CSAT/NPS FCR and response SLAs
Average Handle Time (AHT) schedule adherence and productivity
Churn/retention and save-rate

Qualifications

Bachelors degree in Business or a related field (MBA preferred).
10 years of experience in contact center or inside sales leadership including multi-site or multi-channel management; at least 4 years leading managers/supervisors.
Proven success in enhancing conversion rates and customer experience through rigorous KPI management.
Strong analytical skills with advanced proficiency in Excel/BI and experience in building dashboards.
Hands-on experience with cloud contact center platforms (CCaaS) CRM WFM and QM tools.
Exceptional communication hiring and coaching abilities; thrives in a fast-paced growth environment.

Benefits & Perks

Competitive compensation; medical dental vision life insurance STD/LTD; paid vacation sick time and holidays; 401(k) with company match.

Apply:Send your resume the subject Director of Sales & Customer Service Saratoga Springs.

Required Experience:

Director

Job Title: Director of Sales & Customer Service (Contact Center)Company:Client of Brave New World Search GroupLocation:Saratoga Springs NY Hybrid Full-time Company OverviewOur client is a vertically integrated real estate operator with a significant multi-market presence across the U.S. and Canada....