Manager, Sales Effectiveness and Optimization

Questrade Financial Group•Toronto, ON

5d•CA$100,000 - CA$110,000•Hybrid

About The Position

Questrade Financial Group (QFG) is seeking a Manager, Sales Effectiveness and Optimization to develop, execute, and manage sales strategies and programs aimed at increasing efficiency, optimizing performance, and driving top-line growth across both Acquisition and Retention Specialist functions. This role will focus on leading the analysis and optimization of outbound dialer campaigns, identifying opportunities across sales functions and partner teams, and developing actionable plans. The successful candidate will have deep, hands-on experience in an outbound call centre sales environment with a thorough command of sales processes, effectiveness measures, and KPIs. The Manager will ensure the Acquisition and Retention Pod is equipped to achieve and surpass revenue goals by embedding best-in-class sales competencies and capabilities.

Requirements

5–7 years of proven experience in a sales leadership role with a focus on sales effectiveness and optimization
Strong understanding of sales processes, metrics, and best practices
Demonstrated ability to lead and mentor a team, driving strategic initiatives and achieving business objectives
Excellent communication and collaboration skills at a senior level, with the ability to work effectively across departments
Analytical mindset with the ability to interpret data and provide actionable insights to senior management
Demonstrated experience analyzing client data and standard retention metrics to identify growth opportunities and reduce churn
Advanced Salesforce proficiency, including architectural knowledge of Salesforce FSC
Strategic vision and execution
Leadership and influence
Cross-functional collaboration
Analytical and data-driven decision-making mindset
Change management skills
Business acumen
Effective communication skills
Customer-centric focus

Responsibilities

Ensure alignment of sales effectiveness and optimization initiatives with the overall sales strategy, covering both Acquisition and Retention Specialist functions.
Lead the ongoing analysis and reporting of outbound dialer campaign performance across both the Acquisition and Retention Specialist teams, including call metrics, conversion rates, save rates, lead quality, and campaign efficiency.
Identify trends, gaps, and opportunities within dialer campaigns for each business line, recognizing the differing objectives and KPIs between Acquisition and Retention Specialist functions.
Develop and present regular performance reports and dashboards to leadership with clear, actionable recommendations tailored to each team.
Collaborate with the Dialer team on campaign design, list management, pacing strategies, scripting, and compliance to maximize results for both Acquisition and Retention Specialist campaigns.
Proactively identify areas of opportunity across the Acquisition and Retention Specialist sales teams and partner functions (Marketing, Dialer Operations, Product, etc.), and develop structured, actionable improvement plans specific to each function.
Utilize data insights to support continuous improvement and close localized performance gaps.
Collaborate with Marketing to optimize lead quality, targeting, and campaign alignment for both Acquisition and Retention Specialist programs.
Facilitate cross-functional reviews to surface issues and align on solutions in a timely manner, accounting for the distinct needs of each sales function.
Manage the tracking of sales performance metrics and established KPIs for both Acquisition and Retention Specialist teams.
Use collected data to identify opportunities for process optimization and drive strategic decisions across both functions.
Develop differentiated KPI frameworks that reflect the unique performance drivers of Acquisition versus Retention Specialist roles (e.g., conversion rates vs. save rates, customer lifetime value, etc.).
Continuously analyze outbound campaign performance and overall lead quality to improve results across both business lines.
Lead the review and optimization of outbound sales processes for both Acquisition and Retention Specialist functions.
Ensure the development of standardized sales training playbooks that incorporate best practices and SLAs tailored to each role, enhancing sales efficiency and conversion and retention rates.
Execute and manage comprehensive sales training programs and coaching initiatives across both Acquisition and Retention Specialist teams.
Develop and deliver role-specific coaching programs that reflect the more senior, complex nature of the Retention Specialist function versus Acquisition.
Facilitate coaching and development of business leaders on preferred outbound sales and retention approaches, leveraging insights from the Sales Effectiveness team.
Ensure Retention Specialists are equipped with advanced objection handling, negotiation, and customer engagement techniques appropriate to their senior role.
Collaborate with leadership during sales planning and strategy sessions to ensure alignment with enterprise revenue objectives, marketing initiatives, and operational programs across both Acquisition and Retention Specialist functions.
Ensure recommendations for upgrades and enhancements are strategically sound and support overall business goals.
Work with the Director and Manager, Acquisition and Retention, to engage partners such as Marketing, Dialer Operations, and Product to provide recommendations and feedback on areas of improvement for both business lines.
Act as liaison between the Sales Effectiveness and Optimization team and key partners, ensuring effective communication and collaboration across Acquisition and Retention Specialist programs.
Mentor and develop team members in the Acquisition and Retention Pod, providing regular feedback and professional growth opportunities.
Ensure the team is well-resourced and equipped to support both Acquisition and Retention Specialist mandates effectively.