Role OverviewThe Director, CSC Sales Excellence is the senior sales leader responsible for creating and leading a unified organization across all CSC sales teams; customer's inquiry into a relationship and every relationship into revenue. This role owns the performance of a four-tier sales organization, from Senior Sales Managers down to Gear Advisors, and is accountable for translating enterprise revenue goals into daily coaching, process, and culture on the floor. This role is accountable for revenue growth, sales strategy, coaching excellence, forecasting discipline, and predictable execution, translating enterprise priorities into clear operating plans, consistent sales practices, improved productivity, and measurable leadership accountability.
Reporting to the VP, CSC & Sales and partnering closely with the Director of Customer Service, this leader ensures the sales and service sides of the CSC operate as one unified organization; driving guest loyalty in every interaction, while building the AI-enabled, data-driven capabilities that keep the CSC ahead of the industry.
KEY RESPONSIBILITIESEnterprise Sales Leadership & Strategy
- Establish and lead the CSC sales strategy across all teams, channels, and programs to achieve revenue, conversion, margin, and customer experience targets.
- Translate enterprise goals into annual and quarterly sales plans, priorities, targets, and operating rhythms that produce predictable, sustainable results.
- Lead and develop Senior Managers, Sales Managers, and other sales leaders, defining clear ownership and accountability for performance.
- Create a unified sales organization with consistent standards, decision rights, processes, and leadership expectations across teams.
- Serve as the primary CSC sales advisor to the Vice President and senior business partners, communicating performance, risks, opportunities, and recommended actions.
Revenue, Forecasting & Performance Management- Own sales forecasting and performance management across revenue, conversion, sales per call, contacts per hour, average order value, pipeline health, productivity, and campaign ROI.
- Partner with Finance, Workforce Management, and Analytics to improve forecast accuracy, capacity planning, staffing assumptions, and resource allocation.
- Establish scorecards, dashboards, and business review cadences that identify variances early and drive timely corrective action.
- Hold sales leaders accountable for commitments through clear goals, disciplined coaching, performance plans, and follow-through.
- Identify and scale growth opportunities across acquisition, retention, cross-sell, outbound, and customer lifecycle programs while protecting margin and customer experience.
Sales Execution & Coaching Excellence- Standardize sales playbooks, talk tracks, quality expectations, coaching routines, and performance management practices across all CSC sales teams.
- Build a coaching system that converts performance data and observed behaviors into specific leader and associate actions that improve consistency and conversion.
- Ensure sales leaders regularly engage with associates and customers to understand pain points and translate frontline insights into operational improvements.
- Partner with Workforce Management to align queue strategy, scheduling, workload distribution, and campaign priorities with revenue and productivity goals while ensuring compliance with sales processes, policies, and quality standards.
Analytics, Technology & AI Innovation- Use analytics to identify trends, test hypotheses, quantify opportunities, and prioritize initiatives that increase revenue and sales productivity.
- Champion CRM, sales enablement, dialing, digital communication, and AI-based tools that improve performance, personalization, and leader effectiveness.
- Promote a data-informed culture where leaders use dashboards, call insights, and customer signals to guide daily decisions.
- Sponsor pilots and experimentation, establishing adoption plans, governance, and success measures before scaling proven capabilities across teams.
Talent Development & Leadership Accountability- Build a high-performing leadership team through selection, onboarding, coaching, talent calibration, succession planning, and structured development.
- Define success profiles and leadership competencies for CSC sales roles and ensure consistent recruiting and interview standards.
- Build bench strength for critical leadership roles and take timely action to address performance or capability gaps.
- Foster a culture of accountability, recognition, continuous improvement, collaboration, and customer-centric selling.
Cross-functional Collaboration- Partner with Marketing and Digital teams to align promotions, campaigns, lead strategy, messaging, and customer journeys with CSC sales capabilities.
- Collaborate with Retail, Customer Service, Merchandising, Supply Chain, Finance, HR, and Technology to remove barriers affecting sales and customer satisfaction.
- Represent CSC sales in enterprise planning and provide customer and frontline insights to influence product assortments, offers, policies, and lifecycle programs.
- Build stakeholder alignment around priorities, investment decisions, resource needs, and execution commitments.
Additional Responsibilities- Perform other duties and special projects as assigned.
MINIMUM Requirements & Special ATTRIBUTES:- Bachelor's degree in business, Marketing, or related field; MBA or advanced degree preferred.
- 10+ years of progressive sales leadership experience in a contact center or similar high-volume selling environment, including 5+ years leading managers or multi-team organizations.
- Proven track record of delivering revenue and conversion growth, improving forecast accuracy, and increasing sales productivity.
- Experience designing and scaling sales operating models, coaching systems, performance scorecards, and leadership accountability practices.
- Strong financial and business acumen, including sales forecasting, annual planning, budgeting, and resource allocation.
- Deep understanding of contact center sales operations, including inbound and outbound programs, campaign design, scripting, workforce management, and quality assurance.
- Strong experience with CRM systems (Salesforce or equivalent), dialing platforms, digital communication tools, and sales enablement technology.
- Hands-on experience using analytics and AI-driven tools to improve sales performance, productivity, and personalization.
- Exceptional executive communication, presentation, and stakeholder management skills, with the ability to influence senior leaders and cross-functional partners.
- Demonstrated ability to lead through change, build organizational alignment, and drive adoption of new processes and technology.
- Personal experience with musical instruments, the music industry, or a related field, with a passion for developing people and serving musicians and creators.
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