Sales Director, Customer Support

Job not on LinkedIn

🔥 0 minutes ago

🗽 New York – Remote

🗽 New York – Remote

💵 $136k - $183k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

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Saks

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1924

🛒 Retail

👗 Fashion

🛍️ eCommerce

Retail • Fashion • eCommerce

Saks is a luxury retail company operating Saks Fifth Avenue, an iconic department store chain providing high-end fashion, beauty, and home decor products. They offer a wide range of designer clothing, accessories, shoes, and beauty products for men, women, and children both online and at physical locations. Saks frequently runs promotions and loyalty programs, such as gift card rewards on purchases and exclusive designer sales.

📋 Description

• Lead the strategy, execution, and performance management of sales initiatives across the global service network • Own end-to-end sales performance across all BPO partners, including goal setting, pipeline management, incentive design, and performance reviews • Develop and implement the annual sales strategy aligned to customer experience, revenue, and loyalty objectives • Partner with BPO leaders to coach, develop, and monitor front-line sales execution and conversion quality • Define and track sales KPIs, including sales conversion rate, revenue per contact, attach rate, and CSAT impact • Design and roll out compensation, contests, and recognition programs • Partner with Training on a consistent sales curriculum and certification model • Collaborate with Analytics and FP&A to report and forecast sales results by site, channel, and product • Serve as the main point of contact for sales strategy within vendor governance and weekly business reviews • Identify technology and process enablers that improve sales visibility • Champion compliance, brand voice, and customer experience standards in every sales motion

🎯 Requirements

• 8–10+ years of progressive leadership experience in sales management within a contact center or BPO environment • Proven record of leading multi-site or outsourced teams to exceed revenue and conversion goals • Strong analytical skills and ability to translate performance data into actionable plans • Deep understanding of sales enablement tools, CRM systems, and agent incentive structures • Exceptional communication, coaching, and stakeholder-management skills • Experience in luxury retail, hospitality, or high-touch customer environments strongly preferred • Ability to remain calm under pressure and manage challenging conversations • Ability to identify trends, causes and consequences, and root causes • Excellent written and verbal communication abilities • Bachelor’s degree or equivalent work experience preferred • Specialty/luxury retail experience preferred

🏖️ Benefits

• Medical insurance • Dental insurance • Vision insurance • 401(k) retirement plan • Basic life insurance • Supplemental life insurance • Disability insurance • Additional voluntary benefits, such as critical illness, hospital and accident insurance