Senior Director of Sales and Customer Experience

3 months ago

Mississauga, Ontario, Canada goeasy Ltd Full time

Company Overview

goeasy Ltd. stands as one of Canada's rapidly expanding enterprises, recognized on the TSX with an impressive shareholder return exceeding 4000% since 2001. Our dual business segments, easyfinancial and easyhome, focus on consumer lending and merchandise lease-to-own services, respectively. Our mission is to empower Canadians by providing essential credit access and second chances when traditional financial institutions decline their requests.

Position Summary

We are in search of a strategic leader to manage over 100 personnel within our Sales and Customer Service divisions across multiple call centers. This role demands a visionary who can offer guidance on all facets of operations and sales strategies for online lending, fostering an environment that promotes customer growth and retention. You will play a crucial role in driving performance and achieving financial objectives.

Key Responsibilities

  1. Define the strategic framework for the Sales and Customer Service divisions to ensure optimal program efficiency and continuous enhancement.
  2. Oversee the financial management of departmental budgets to ensure profitable operations.
  3. Establish departmental objectives and provide direction to senior management and staff to meet these targets.
  4. Enhance talent acquisition and retention strategies within the departments.
  5. Collaborate with stakeholders to formulate and implement strategies aligned with overarching business goals.
  6. Identify and communicate key opportunities and risks that may affect overall operational health.
  7. Align workforce strategies with business plans to facilitate necessary organizational changes.
  8. Set and monitor quality and efficiency benchmarks, ensuring ongoing evaluation.
  9. Clearly articulate departmental and individual goals, facilitating regular communication through meetings and performance assessments.
  10. Manage both strategic and operational planning processes.
  11. Ensure the successful integration and execution of key projects.
  12. Review and coordinate proposals for new service offerings.
  13. Engage in strategic discussions with stakeholders regarding services and industry trends.
  14. Maintain vendor relationships to ensure the delivery of high-quality, cost-effective solutions.
  15. Monitor critical customer service metrics, including service levels and customer experience indicators.

Qualifications

  1. Minimum of 5 years in a Senior Manager or Director role, or equivalent experience.
  2. At least 5 years of experience in Call Center operations.
  3. Experience in the Financial Services sector is advantageous but not mandatory.
  4. A University Degree, preferably an MBA.
  5. Strong analytical skills with the ability to identify trends and devise effective strategies.
  6. Proficient in collaboration and communication with executive leadership.
  7. Demonstrated passion for customer service and sales with a history of successful execution.
  8. Up-to-date knowledge of industry trends.
  9. Exceptional verbal and written communication abilities.
  10. Proactive, creative, and results-oriented.
  11. A self-motivated individual capable of managing multiple projects under tight deadlines.
  12. Proficient in Microsoft Office applications.

Work Environment

This position is based on-site at our corporate office.

Why Choose goeasy?

goeasy is committed to enhancing the total rewards for our employees. Here are some of the benefits we provide:

Financial Incentives:

  • Participate in our RRSP matching and Employee Share Purchase Plan.
  • Annual bonuses recognizing your contributions.
  • Employee discounts on various products.
  • Top-up for maternity and parental leave.
  • Opportunities for financial literacy development.

Health and Wellness:

  • Company-sponsored volunteer days.
  • Access to 24/7 healthcare services.
  • Flexible benefits package tailored to your needs.
  • On-site fitness facilities.

Employee Development:

  • Tuition assistance for further education.
  • Company-matched charitable donations.
  • Comprehensive internal training and development programs.
  • Modern office amenities including recreational facilities.

Diversity and Inclusion:

At goeasy, we strive to foster a workplace culture that values diversity and inclusion, ensuring every employee feels valued and empowered to reach their full potential.

Additional Information:

All candidates must successfully complete background checks as part of the hiring process. We appreciate all applications but will only contact those selected for interviews.

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