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About the Role

The Sales Director will lead the strategy, execution, and performance management of sales initiatives across our global service network, driving measurable revenue growth through agent-led sales, cross-sell and upsell programs, and integrating sales behaviors into the customer service experience.

Responsibilities

• Own the 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, develop, and monitor front-line sales execution and conversion quality.
• Define and track KPIs: sales conversion rate, revenue per contact, attach rate, and CSAT impact.
• Design and roll out compensation, contests, and recognition programs that motivate and sustain sales excellence.
• Work cross-functionally with Training to ensure 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 (WBRs).
• Identify technology and process enablers that improve sales visibility (e.g., CRM tagging, routing logic, chat payment links, click-to-buy integrations).
• 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 with 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 and see causes and consequences, identifying root causes.
• Excellent written and verbal communication abilities.

Skills

• Sales management
• Performance management
• Revenue growth
• Cross-sell
• Upsell
• Customer service
• Sales strategy
• Pipeline management
• Incentive design
• Performance reviews
• Sales execution
• Conversion quality
• KPI definition and tracking
• Sales compensation
• Sales contests
• Sales recognition programs
• Sales curriculum development
• Sales reporting
• Sales forecasting
• Vendor governance
• Business reviews
• Sales enablement tools
• CRM systems
• Agent incentive structures
• Communication
• Coaching
• Stakeholder management
• Analytical skills
• Trend identification
• Root cause analysis
• Written communication
• Verbal communication

Experience Level

• 8-10+ years of progressive leadership experience

Education Level

• Bachelor’s degree or equivalent work experience

Salary/Compensations

• $136,000 - $183,000

Benefits

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

About the Company

• Saks Global is the largest multi-brand luxury retailer in the world, comprising Saks Fifth Avenue, Neiman Marcus, Bergdorf Goodman and Saks OFF 5TH.
• Powered by our talented colleagues, we are redefining luxury shopping by offering each customer a personalized experience across our store network and e-commerce platforms.
• Through strong partnerships with the world’s most esteemed brands, cutting-edge technology and the industry’s most comprehensive luxury customer data, Saks Global is shaping the future of retail.

Equal Opportunity

• Exemplar Luxury Group is an equal employment opportunity employer and is committed to providing reasonable accommodations to applicants with disabilities.
• If you are interested in applying for employment with Exemplar Luxury Group and would like to request special assistance or an accommodation, please contact candidatesupport@saks.com.