Manager Consumer Sales and Retention, ICG

Reporting to the Director, Consumer Sales and Retention, the Manager, Consumer Sales and Retention is responsible for leading the day-to-day operations and ongoing development of the Sales Chat team, driving online sales, customer acquisition and customer experience results. The Manager oversees team performance through coaching, quality management, workforce planning, analytics, and continuous optimization of chat processes, content, and AI-enabled solutions. In addition, the Manager may provide operational support to Sales and Retention call center teams, contributing to coaching, performance improvement, and the achievement of departmental objectives across both digital and voice channels.

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.