What you will be doing:
This position resides in the Customer Solutions team focused on any customer facing solution - across all connected home channels - from processing claims to technical support. The Senior Manager, Sales Enablement will collaboratively carry out the subscriber retention strategy set. This person will be responsible for developing and implementing the tactical plans and creative content that support these key strategic initiatives, including a focus on sales-driving behaviors and customer retention efforts. This person will also inform the development and continuous analysis of key performance indicators. They will be responsible for understanding the Expert-level behaviors behind the indicators and in collaboration with other key stakeholders (Operations, Process Improvement, Compensation, etc.), ensuring that incentive programs are reinforcing desired behaviors. These behaviors should support the larger operational objectives and result in the organization meeting certain key AOP initiatives.
Essential Duties and Responsibilities:
- Build relationships with key stakeholders within the Expert Performance and Operations teams
- Collaboratively architect and implement key strategic initiatives and tactical plan of action, tools, and trainings focused on Expert sales and customer retention that specifically drive sales performance for all channels
- Lead aspects of process improvement for the sales and subscriber retention strategy and projects including cost/benefit analysis, process analysis, data analysis, solutioning, and implementation
- Partner Expert Enablement and support teams to optimize incentive programs across the Customer Solutions organization
- Assist in developing training materials for frontline Experts and leaders that help support desired behaviors; partner with cross-functional teams (Instructional Design, Learning & Development, etc.) to design and deploy
- Work with Operations leaders to implement and evaluate sales initiatives; independently make real-time decisions to adjust or correct strategies or expectations as needed
- Partner with Quality leaders to make sure customer experience is protected and contractual obligations are met as part of KPI development
- Maintain up-to-date knowledge of all Customer Solutions initiatives with particular focus on financial performance and metric interdependencies
- Provide insight to and support incentive plan communications as needed
- Demonstrate functional understanding of company's core financial performance
- Responsible for meeting and exceeding timing, goals, and objectives on assignments
- Develops and delivers presentations to senior leadership to communicate proposals, initiatives, and progress
Experience
- 35+ years of senior management or leadership experience, preferably within Customer Solutions, Sales Enablement, or Operations
- Proven experience leading sales and salesimprovement initiatives in a call center/contact center environment
- Demonstrated background in driving customer retention and sales performance across multiple channels
- Experience managing or supporting incentive programs, KPI frameworks, and performancebased initiatives
Skill Requirements
- Strong stakeholder and crossfunctional collaboration capabilities
- Deep understanding of sales behaviors, retention strategies, and frontline performance drivers
- Capable of developing and executing enablement programs, content, and tactical sales tools
- Skilled in data analysis, KPI interpretation, financial performance awareness, and realtime decisionmaking
- Strong competencies in process improvement, change management, and initiative implementation
- Excellent communication, executive presentation, and organizational skills
- Experience building training materials or partnering with L&D/Instructional Design teams
