Channel Sales Manager

2 weeks ago

Calgary, Alberta, Canada CB Canada Full time

Job Summary:

The Channel Sales Manager will oversee Direct Energy's inbound and outbound tele sales programs for Residential and Small Commercial markets in Alberta and across Canada. This role requires a hands-on, experienced individual to work with external sales partners and internal teams to optimize sales performance, achieve balanced growth, meet targeted KPIs, and enhance processes and tools supporting this channel.

Key Responsibilities:

  • Manage relationships and day-to-day operations of 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.
  • Provide education to 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 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
  • Utilize technology and telephony (IVR, skill-based routing) and leverage 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 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

Working Conditions:

  • Hybrid work environment (work from home and in-office)
  • Some travel required

CB Canada is committed to providing broad access to employment opportunities so that diverse job seekers can apply to positions, and to ensuring our workforce represents the diverse communities we serve. We abide by human rights legislation and accommodate applicants and employees in accordance with applicable law.

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