Manager Consumer Sales and Retention, ICG

KEY RESPONSIBILITES:

• Lead the daily operations, performance, and ongoing development of the Sales Chat team.
• Drive online sales growth, lead generation, customer acquisition, and conversion performance through digital channels.
• Coach, develop, and support chat agents through performance management, quality reviews, training, and continuous feedback.
• Establish, monitor, and report on key performance metrics, including sales, conversion, quality, productivity, customer satisfaction, and workforce management.
• Leverage data, analytics, and business insights to identify opportunities, support decision-making, and drive continuous improvement.
• Manage and optimize the Sales Chat knowledge base, canned response library, and customer engagement content to ensure alignment with products, pricing, promotions, and policies.
• Lead the enhancement of chatbot and AI-enabled solutions to improve customer engagement, sales effectiveness, and operational efficiency.
• Manage workforce planning, scheduling, resource allocation, and operational processes to ensure service and performance objectives are achieved.
• Partner with Digital, Marketing, Product, IT, Sales, and Retention leaders to deliver consistent customer experiences and achieve business objectives across digital and voice channels.
• Foster a high-performance, customer-focused, and accountable team culture while leading continuous improvement initiatives.
• Support outsourced partner relationships and ensure compliance with company policies, operational standards, and regulatory requirements.
• Contribute to forecasting, departmental objectives, and provide operational leadership support across Sales and Retention teams as required. 

WORKING CONDITIONS:

• Standard business hours with flexibility to support operational requirements and occasional after-hours needs.
• Primarily a remote position, with occasional travel to the office for meetings, training, or other business needs.
• Computer-based role requiring extended periods of sitting, concentration, data analysis, decision-making, and management of multiple priorities in a fast-paced environment.
• Requires strong communication skills, sound judgment, adaptability, and effective collaboration with stakeholders across the organization.

TOOLS & TECHNOLOGY USED:

• Microsoft 365 applications, including Excel, Word, PowerPoint, Outlook, and Teams.
• Contact centre, workforce management, sales chat, CRM, and digital engagement platforms.
• Business intelligence, reporting, quality monitoring, conversational analytics, chatbot, and AI-enabled customer engagement tools.
• Computer hardware, operating systems, web browsers, and other business applications supporting sales, retention, and customer experience operations.

WHAT YOU BRING... CREDENTIALS:

• University degree in Business, Marketing, Communications, or a related field, or an equivalent combination of education and experience.
• Minimum 3-5 years of leadership experience in Sales, Retention, Digital Sales, Contact Centre Operations, Customer Experience, or a related field.
• Proven ability to lead teams, manage performance, drive continuous improvement, and deliver measurable business results.
• Experience with digital sales, customer engagement technologies, data analytics, contact centre operations, and AI-enabled solutions is considered an asset.

LANGUAGE REQUIREMENTS:

• Bilingual (English and French), both written and verbal.
• Ability to communicate effectively with employees, customers, leadership teams, and business partners in both official languages.

SKILLS & ABILITIES:

• Strong leadership, coaching, and team development skills.
• Ability to drive sales performance, customer engagement, and business results across digital and traditional channels.
• Strong understanding of customer experience, sales performance, and key operational metrics.
• Excellent communication, collaboration, relationship-building, and stakeholder management skills.
• Advanced analytical, reporting, and problem-solving skills with the ability to translate data into actionable insights and recommendations.
• Strong organizational and project management skills with the ability to manage multiple priorities in a fast-paced environment.
• Continuous improvement mindset with knowledge of digital sales, customer engagement technologies, and AI-enabled solutions.