Sales Director, Customer Support

Saks Fifth Avenue • New York, NY

1d • $136,000 - $183,000

About The Position

The Sales Director will lead the strategy, execution, and performance management of sales initiatives across our global service network. This role is responsible for delivering measurable revenue growth through agent-led sales, cross-sell and upsell programs, and the integration of sales behaviors into the customer service experience. The director will partner closely with Operations, Training, QA, and Analytics to create scalable programs that convert service interactions into sales opportunities while maintaining luxury-brand service standards.

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.

Nice To Haves

• Bachelor’s degree or equivalent work experience
• Specialty / luxury retail 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.

Benefits

• medical insurance
• dental insurance
• vision insurance
• 401(k) retirement plan
• basic life insurance
• supplemental life insurance
• disability insurance
• a variety of additional voluntary benefits (such as critical illness, hospital and accident insurance)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree