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Sales & Marketing Director
Sales & Marketing DirectorMRINetwork Jobs • Saratoga Springs, NY, US
Sales & Marketing Director

Sales & Marketing Director

MRINetwork Jobs • Saratoga Springs, NY, US
[job_card.30_days_ago]
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  • [job_card.full_time]
[job_card.job_description]

Job Description

Job Description

Job Title : Director of Sales & Customer Service (Contact Center)

Company : Client of Brave New World Search Group

Location : Saratoga Springs, NY Hybrid

  • Full-time

Company Overview

Our client is a vertically integrated real estate operator with a significant multi-market presence across the U.S. and Canada. The organization is rapidly scaling and places a strong emphasis on data, customer experience, and operational excellence.

Role Summary

Lead a high-velocity, revenue-generating contact center that supports a nationwide portfolio. You will be responsible for sales conversion and customer experience from strategy to execution, overseeing people, processes, and platforms while fostering a best-in-class culture across inbound, outbound, chat, email, and SMS. This is an onsite leadership role working closely with a team of 50-60 contact center professionals.

What You’ll Do

  • Own the Numbers : Set and achieve monthly / quarterly sales and retention targets (conversion, revenue per inquiry, upsell / ancillary attach, churn).
  • Run the Center : Manage day-to-day operations, workforce management, quality assurance / control, and performance coaching for supervisors and agents.
  • Scale Revenue Programs : Develop, test, and refine pricing strategies, promotions, and retention initiatives; create effective talk tracks and objection handling techniques.
  • Data-Driven Management : Establish dashboards and reporting cadences for KPIs (Contact → Conversion, AHT, FCR, CSAT / NPS, Occupancy, Adherence, Shrink).
  • Journey & Customer Experience : Enhance response times, service level agreements, and handoffs across all communication channels; bridge gaps between sales and service functions.
  • Enable the Team : Drive the development of playbooks, training programs, certification paths, and coaching; recruit and nurture leaders within the organization.
  • Tech & Tools : Manage the roadmap for CCaaS / CRM / WFM / QM tools (e.g., Five9 / Genesys / NICE, Salesforce / HubSpot / Zendesk) ; improve reporting and call scoring processes.
  • Cross-Functional Collaboration : Work closely with Marketing (demand generation / lead quality), Operations (field handoff), and Finance (forecasting / budget).
  • Governance : Ensure compliance with scripting standards and maintain consistent documentation and billing practices.

    • KPIs You’ll Own

  • Lead-to-booking / lease conversion rate
  • Revenue per inquiry / ancillary attach rate
  • CSAT / NPS, FCR, and response SLAs
  • Average Handle Time (AHT), schedule adherence, and productivity
  • Churn / retention and save-rate

    • Qualifications

  • Bachelor’s degree in Business or a related field (MBA preferred).
  • 10+ years of experience in contact center or inside sales leadership, including multi-site or multi-channel management; at least 4+ years leading managers / supervisors.
  • Proven success in enhancing conversion rates and customer experience through rigorous KPI management.
  • Strong analytical skills with advanced proficiency in Excel / BI and experience in building dashboards.
  • Hands-on experience with cloud contact center platforms (CCaaS), CRM, WFM, and QM tools.
  • Exceptional communication, hiring, and coaching abilities; thrives in a fast-paced growth environment.

    • Benefits & Perks

  • Competitive compensation; medical, dental, vision, life insurance, STD / LTD; paid vacation, sick time, and holidays; 401(k) with company match.

    • Apply : Send your resume to cghamilton@bnwservices.com with the subject “Director of Sales & Customer Service — Saratoga Springs.”

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