Channel Sales Manager

4 weeks ago

Calgary, Alberta, Canada CB Canada Full time
Job Title: Channel Sales Manager

At CB Canada, we're committed to delivering exceptional customer experiences through our diverse portfolio of retail brands. As a Channel Sales Manager, you'll play a critical role in driving business growth, optimizing sales performance, and enhancing the overall customer experience.

Key Responsibilities:
  • Manage the relationship and day-to-day operations of our third-party inbound and outbound tele-sales channels
  • Meet and exceed assigned targets for conversions, profitable sales volume, cost of acquisition, leakage/churn, customer experience, and other strategic objectives assigned to the channel
  • Work with partners to identify key opportunities, develop incentive programs, build accurate sales forecasts, remove obstacles, etc.
  • Educate partners on new products, pricing, competitive activity, and other programs as required
  • Solicit feedback from partners, sales teams, and other individuals to better enable sales and enhance the customer experience
  • Develop and execute on the short-term and long-term inbound and outbound tele-sales strategy
  • Support the creation of effective training materials, go-to-market messaging, and the execution of sales and marketing campaigns
  • Report on performance, achievements, and assigned metrics; conduct monthly business reviews and regularly share results with partners and key internal stakeholders
  • Manage quality assurance, compliance, complaint resolution, and customer feedback
  • Listen to customer calls, identify opportunities, and areas for improvement, work with partners to develop talent, and optimize results
  • Leverage and recommend improvements to technology and telephony (IVR, skill-based routing) and utilize AI and other available software to identify trends, customer sentiment, future requirements, or areas for testing and refinement
  • Manage the budget, expenses, cost of acquisition, partner contracts, negotiations, and compensation
Requirements:
  • Bachelor's degree in business, marketing, or a related discipline from an accredited university preferred
  • Minimum of 7 years' combined experience in sales, channel management, and/or call centre management. Experience leading and/or directly supporting an inbound or outbound telesales team is strongly preferred
  • Must have a successful track record of profitable selling and managing relationships with customers and Channel Partners
  • Strong partner, coaching, and sales management skills
  • Well-versed in interpreting raw data, including sales patterns, call and sales volumes, and marketing touchpoints. Keeps informed of relevant regulatory requirements, industry standards, competition, and technology developments
  • Call centre sales and/or management experience strongly preferred
  • Team player – always willing to do what is best for the business
  • Able to build relationships and engage effectively across all levels of an organization
  • Demonstrated ability to learn new industry, company, product, or technical knowledge and effectively convey that knowledge to customers
  • Dedicated to meeting the expectations of customers; ability to get first-hand customer information and use it for improvements in products and services
  • Ability to successfully manage projects and resources
  • Proficient in Microsoft Word, Excel, and PowerPoint
Working Conditions:
  • Hybrid work environment (work from home and in-office)
  • Some travel required

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