Director / Senior Director, Sales & Operations

Department of Position: DTC Sales and Operations Reports to: VP, Global Sales & Marketing Existing vacancy: Yes – open and available immediately Company Description For more than 30 years, Lorex has been a leader in the marketplace when it comes to innovative security technology for both home and commercial use. We achieve this by continuing to produce innovative monitoring solutions, all backed by cutting‑edge technology and a dedicated team of forward thinkers. Using the latest technology and innovations, Lorex strives to produce solutions to both enhance security and fit your lifestyle. Job Summary The Director / Senior Director, Sales & Operations is a key member of the Lorex management team, reporting to the Vice President, Global Sales. The sales and operations director is directly responsible for achieving the sales goals through strategy development and execution while leading various functional teams and delivering operational excellence. Director / Senior Director, Sales & Operations will manage sales and operations teams that guide and direct all sales channels including DtC and Retail, performance marketing team, customer service team, and merchandising while working very closely with other teams within the organization, collaborating regularly with the cross‑functional support team (brand marketing, supply chain, operations, finance, product management) and external partners (consultants and agencies). The sales and operations director is required to influence all internal and external key stakeholders to achieve their deliverables. The sales and operations director will lead and mentor cross‑functional teams, ensuring a seamless synergy between sales, marketing, and operations departments. This leadership role is responsible for driving revenue growth, optimizing operational efficiency, and creating a customer‑centric approach. The ideal candidate will be customer obsessed, creative, influential, data and process driven. Duties & Responsibilities: Develop and execute short- and long‑term business strategies across all sales channels to drive sustainable growth in alignment with overall company objectives. Lead a structured, data‑driven sales target‑setting process and ensure clear accountability across teams. Define and oversee KPIs across Operations, Merchandising, Web, Phone & Chat sales and sales support and lead them to consistently achieve performance goals. Continuously monitor market dynamics and consumer trends across home and business segments related to Security and IoT products, proactively translating insights into sales and go‑to‑market initiatives. Lead execution of the merchandising vision in close collaboration with Marketing and Product Management, managing assortments across multiple and diverse product categories. Own pricing and promotion strategy development, ensuring timely cross‑functional alignment and communication of updates. Optimize promotional effectiveness through regular post‑mortem reviews, ongoing market and competitive analysis, and data‑driven insights. Lead or support cross‑functional initiatives focused on sales growth, marketing effectiveness, and operational excellence. Drive product and promotional planning by leveraging internally developed tools, frameworks, and analytics. Proactively assess system, process, and operational constraints, identifying opportunities for sales growth and efficiency improvements. Ensure operational readiness across site performance, marketing execution, fulfillment, call center, and chat operations to minimize customer escalations and mitigate negative sales impact. Lead cross‑functional alignment and internal approvals for key initiatives and processes in partnership with Sales, Finance, and Customer Experience teams. Oversee internal project governance, including tracking, reporting, and leading recurring weekly operating meetings. Partner with Supply Chain to manage sell‑out forecasting, inventory planning, and CPFR (Collaborative Planning, Forecasting, and Replenishment) processes. Participate in the product gating process and provide final sign‑off on product launch readiness. Deliver a best‑in‑class end‑to‑end customer experience from pre‑purchase through post‑purchase, applying industry best practices and new initiatives. Establish mechanisms to collect, analyze, and act on customer feedback across review platforms and contact centers, translating insights into continuous improvement plans. Partner with Marketing to drive customer acquisition, increase conversion rates, improve engagement, and grow repeat purchases across Direct‑to‑Consumer platforms. Manage strategic relationships with external partners, including consultants, eCommerce resellers, distributors, payment providers, and other service vendors. Connects: Builds trust and establishes rapport with diverse colleagues and customers by listening, understanding their needs, and following through on commitments. Works effectively with people who have different perspectives, backgrounds and abilities while encouraging constructive dialogue and being sensitive and receptive to diverse views and opinions. Builds mutually beneficial working relationships to foster a positive and inclusive culture and engages with internal and external customers and stakeholders representing a variety of interests. Teamwork: Works with others to share expertise and achieve outcomes that benefit the organization; Demonstrates strong communication skills to others on the team through active listening, summarizing, facilitating and "bridge building". Inspires: Creates a shared vision by soliciting and valuing diverse input obtained from each team member on the vision of their work and the team. Uses a broad range of communication strategies and methods to communicate vision with enthusiasm and clarity, and to inspire confidence and generate commitment. Helps the team to embrace different perspectives, experiences and backgrounds by modeling positive leadership behavior and encouraging full participation. Proactively seeks and obtains ongoing feedback to help understand one's own strengths and development areas to work more effectively with team/department supervisors/clients. Understands and is aware of one's emotions and the impact these emotions may have on others. Reflects on feedback and lessons learned, and uses acquired knowledge in working with team members to achieve personal and professional growth. Delivers: Ensures the timely delivery of programs, projects, and services, effectively adapting to tight deadlines and sudden changes in priorities to accomplish objectives. Plans for possibilities and contingencies, identifying opportunities and problems to ensure that best results are achieved. Recognizes and makes best use of the diverse skills, abilities, experiences of team members to achieve best outcomes. Transforms: Takes initiative and sustained action to ensure the successful implementation of change by shifting strategic focus and embracing new ideas and building on past knowledge and success. Fosters a team environment where all are encouraged to think creatively and new and diverse ideas and approaches are heard, valued and considered for implementation. Seeks performance feedback and opportunities to invest time and effort to learn and expand knowledge to improve performance. Accountability: Takes responsibility for clarifying the expectations of others Acknowledges how personal decisions, actions and standards of performance influence work accomplishments Accepts responsibility for work accomplishments Recognizes changes required to achieve better results going forward. Identifies and evaluates unique ways to improve the organization (cost reductions, use of resources, policies/procedures, products); generating useful new ideas, approaches or techniques. Integrity: Adheres to ethical standards and integrates Lorex values, principles and standards into practices and business transactions. Creates honest, trusting and successful working relationships with others inside and outside the organization and conducts all affairs with personal and professional integrity. Experience Post‑secondary degree in Business, Marketing or equivalent work experience MBA is considered an asset 10+ years of post‑university work experience Experience in delivering multi‑million dollar sales with double digit growth through direct to consumer (D2C) and retail businesses is considered an asset Experience in managing sales team and track record of delivering rapid sales growth is considered an asset Prior experience in the security camera industry and/or IoT (Internet of Things) industry is an asset Experience in managing back‑end operations (SCM, Order management, Inventory management, Fraud, P&L) Strategic thinker with an ability to connect the dots while also understanding how to operationalize strategic direction Excellent verbal, presentation, and written skills; ability to communicate complex information in an executive format and use data to tell a compelling story Knowledge of and comfort with a variety of online digital platforms, inclusive of CRM, ERP and web analytics. Specific experience with Shopify, SAP, Sales Force will be considered an advantage Creative thinking, exceptional analytical skills coupled with solid business foundation Action oriented, and comfortable taking calculated risks to better serve our customers and business Champion of change management. Creative and courageous, with the ability to manage in an environment of change and ambiguity in a rapidly evolving environment Lorex welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please note that we use AI tools as part of our recruitment process to enhance efficiency and improve candidate experience. #J-18808-Ljbffr