PurposeConnect America is seeking a results-driven VP of DTC Sales to lead our direct to consumer (DTC) sales organization, spanning inbound conversion and outbound acquisition and follow-up. This leader will own end-to-end sales performance in a high-volume phone environment, combining rigorous funnel management, coaching systems, and operational discipline with modern lifecycle selling (activation activation engagement upsell/retention).
This role partners closely with Marketing, Customer Service, Product, Analytics, and Operations to improve conversion rates, reduce early churn, and increase customer lifetime value through better offer strategy, timing of outreach, and execution excellence.
- Inbound sales performance, from calls answered through conversion and revenue per call
- Outbound sales production and effectiveness, including dial productivity, contact rate, and conversion
- A repeatable sales performance engine built on coaching, QA, and disciplined execution
- Revenue growth through improved lifecycle selling, including post-activation engagement and upsell
Key ResponsibilitiesLead Inbound & Outbound Sales Execution- Own weekly and monthly performance targets across inbound and outbound sales channels
- Manage daily operating cadence including huddles, performance reviews, and issue escalation
- Align staffing, scheduling, and capacity models to demand and conversion opportunities
- Establish clear expectations for schedule adherence, readiness time, dialing activity, and sales quality
Build a Scalable Performance and Coaching System- Implement structured coaching using call reviews, QA standards, and script adherence
- Develop frontline sales managers and team leads to drive consistent execution
- Partner with Training and Quality teams on onboarding, certification, and continuous improvement
- Raise the performance floor while scaling best practices from top performers
Optimize Lead, Dialer, and Channel Strategy- Own outbound strategy including lead segmentation, prioritization, and pacing
- Partner with Operations and Technology on dialer configuration and call routing strategy
- Improve contact and connect rates through experimentation and data-driven tuning
- Collaborate with Marketing on campaign performance, messaging, and routing logic
Drive Lifecycle Selling and Revenue Expansion- Improve post-sale engagement strategy to generate additional sales opportunities
- Support upsell, bundle, and add-on offerings without increasing early cancellations
- Ensure sales motions align with customer experience and long-term retention goals
- Partner on operational testing and continuous improvement of outreach timing and approach
Forecasting, Planning, and Cross-Functional Leadership- Own sales forecasting, pipeline visibility, and variance analysis
- Build workforce and capacity plans aligned to growth targets
- Work cross-functionally to improve data visibility, sales tooling, and CRM hygiene
- Act as the senior sales leader for DTC contact center operations in executive forums
Success Metrics (KPIs)- Inbound sales conversion, answer rate, abandonment, revenue per call, sales per agent
- Outbound dials, contact rate, contact-to-sale conversion, utilization, sales volume
- Sales quality, QA scores, script adherence, and coaching engagement
- Contribution to reduced early churn and improved customer lifetime value
Required Qualifications- 10+ years of progressive experience leading a sales organization as a senior leader
- Experience in subscription or DTC businesses
- Track record of improving conversion, productivity, and customer outcomes simultaneously
- Demonstrated success leading phone-based contact center sales (inbound and outbound)
- Strong command of metrics-based management and performance coaching
- Experience owning forecasts, staffing models, and revenue delivery at scale
- Proven ability to lead cross-functional initiatives
- Familiarity with modern contact center platforms and CRMs
