Job SummaryThe VP of Virtual Channel Sales will have full strategy and execution responsibility for the inbound, outbound, ecomm and retention sales channels across Optimum Business Services. This leader will report to the EVP, President of Business Services and ensure the operations are performing to deliver on both gross adds and ROI targets, while establishing a best-in-class customer and employee experience. This leader will be transformation oriented with a strong sense of urgency, perseverance, and open mindedness to lead and drive change. This role will assess and build the channel's business case and strategy to ensure the operations are performing to deliver on all financial and CX targets.
Responsibilities- Review and evolve the current sales channels strategy, refine the roadmap, and articulate the strategy for enhancing the business sales channels to both employees and customers
- Establish a culture of action, and discipline, with continuous data-driven decision making to ensure the contact center channels collectively deliver and exceed business performance expectations
- Assess sales contact center channel strategy, optimizing for ROI and aligning to company short and long term objectives
- Create and execute on positioning strategy of contact centers within the business, collaborating with business planning, marketing, product, and digital to deliver plan tactics and performance
- Build a coaching culture and lead the creation of effective sales commission plans that are designed to maximize company growth and reward/recognize and retain top performers
- With cross functional partners, lead the strategy, assessment, and implementation to ensure the contact centers have best in class tools that ensure a great customer experience and related reporting
- Build, engage and mentor a high-performing and highly dispersed team with continued focus on employee experience, ensuring active leadership throughout the contact centers
- Operate as strategic yet hands-on, adaptive leader who can reinvent the way things have been done before
- Collaborate with marketing on channel specific go-to-market strategies that manage target customer segments most effectively for this sales channel
- Create roadmap initiatives to establish net-new customers and develop anti-churn strategies
- Establish best practices and processes with current and future customers and create a positive customer experience in partnership with the business implementation team
- Regularly assess and maintain a market focus, understanding the competition
- Ability to be present in Altice USA Headquarters in Long Island City, NY while also being present in the Optimum field across 21 states; Travel required
- Strong stakeholder partnership across key cross functional leadership roles
Qualifications- Ecomm mechanics and sales channel
- BA required/MA or MBA preferred
- Minimum of 10+ years in sales contact center/virtual sales channel leadership within the telecommunications industry with a proven track record of consistent delivery against business plans and targets
- Strong experience defining business requirements to drive the right customer experience and translating that to a tech team to implement
- Proven ability to collaborate across technology, operations, and marketing teams to optimize and expand product offerings and solutions while driving growth and delivering of customer promise
- Strong experience partnering with BPOs
- Robust understanding of business/consumer behavior
- P&L leadership and mindset with a strong track record of growth and turnaround experience
- Proven experience building a winning sales culture across all levels, creating a culture of data-driven decision-making, action, and delivery
- Experience managing across a diverse and highly distributed footprint strongly preferred
- Proven executive presence, strategic capabilities, effective collaborator, and superior influencing skills
- Demonstrated experience developing and providing sound, data-driven guidance and decisions to senior business leadership on sales strategies and performance
- Demonstrates influential leadership with authentic motivation capabilities, and proven ability to successfully manage through transformation and change
Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $178,500.00 - $255,000.00 / year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.
