Sales Director, Customer Support

The Sales Director will lead sales strategy, execution, and performance management across Saks Global’s global service network in a remote, New York-based role.

Responsibilities

• 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 CX, revenue, and loyalty objectives
• Partner with BPO leaders to coach and develop front-line sales execution and monitor conversion quality
• Define and track KPIs including sales conversion rate, revenue per contact, attach rate, and CSAT impact
• Design and roll out compensation, contests, and recognition programs to sustain sales excellence
• Collaborate with Training to ensure a consistent sales curriculum and certification model
• Work with Analytics and FP&A to report and forecast results by site, channel, and product
• Act as the main point of contact for sales strategy in vendor governance and weekly business reviews (WBRs)
• Identify technology and process enablers that improve sales visibility, such as CRM tagging, routing logic, chat payment links, and click-to-buy integrations
• Champion compliance, brand voice, and customer experience standards throughout every sales motion

Requirements

• 8–10+ years of progressive leadership experience in sales management in a contact center or BPO environment
• Proven track record leading multi-site or outsourced teams to exceed revenue and conversion targets
• Strong analytical skills, with the ability to translate performance data into action plans
• Deep understanding of sales enablement tools, CRM systems, and agent incentive structures
• Exceptional communication, coaching, and stakeholder-management abilities
• Experience in luxury retail, hospitality, or other high-touch customer environments strongly preferred
• Ability to remain calm under pressure and handle challenging conversations
• Capacity to identify trends, determine causes and consequences, and identify root causes
• Excellent written and verbal communication skills

Technologies

• CRM
• CRM tagging
• Routing logic
• Chat payment links
• Click-to-buy integrations

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)

Preferred Qualifications

• Bachelor’s degree or equivalent work experience
• Specialty or luxury retail experience

Location: New York, NY (remote) | Salary: USD 136,000 - 183,000 per year | Experience: 8 years minimum