Sales Director

Guitar Center•Indianapolis, IN

23d

About The Position

The Director, CSC Sales Excellence is the senior sales leader responsible for unifying Guitar Center’s CSC sales teams and turning customer inquiries into relationships and revenue. The role owns performance across a four-tier sales organization, from Senior Sales Managers to Gear Advisors, and translates enterprise revenue goals into daily coaching, processes, and culture. The leader is accountable for revenue growth, sales strategy, coaching excellence, forecasting discipline, and predictable execution, while building AI-enabled, data-driven capabilities. The role reports to the VP, CSC & Sales and partners closely with the Director of Customer Service to align sales and service and promote guest loyalty.

Requirements

Bachelor's degree in business, Marketing, or a related field.
10+ years of progressive sales leadership experience in a contact center or similar high-volume selling environment, including 5+ years leading managers or multi-team organizations.
Proven track record of delivering revenue and conversion growth, improving forecast accuracy, and increasing sales productivity.
Experience designing and scaling sales operating models, coaching systems, performance scorecards, and leadership accountability practices.
Strong financial and business acumen, including sales forecasting, annual planning, budgeting, and resource allocation.
Deep understanding of contact center sales operations, including inbound and outbound programs, campaign design, scripting, workforce management, and quality assurance.
Strong experience with CRM systems such as Salesforce or equivalent, dialing platforms, digital communication tools, and sales enablement technology.
Hands-on experience using analytics and AI-driven tools to improve sales performance, productivity, and personalization.
Exceptional executive communication, presentation, and stakeholder management skills, with the ability to influence senior leaders and cross-functional partners.
Demonstrated ability to lead through change, build organizational alignment, and drive adoption of new processes and technology.
Personal experience with musical instruments, the music industry, or a related field, and a passion for developing people and serving musicians and creators.

Nice To Haves

MBA or advanced degree.

Responsibilities

Establish and lead CSC sales strategy across teams, channels, and programs to achieve revenue, conversion, margin, and customer experience targets.
Translate enterprise goals into annual and quarterly sales plans, priorities, targets, and operating rhythms.
Lead and develop Senior Managers, Sales Managers, and other sales leaders, with clear ownership and accountability for performance.
Create consistent sales standards, decision rights, processes, and leadership expectations across teams.
Advise the Vice President and senior business partners on performance, risks, opportunities, and recommended actions.
Own sales forecasting and performance management for revenue, conversion, sales per call, contacts per hour, average order value, pipeline health, productivity, and campaign ROI.
Partner with Finance, Workforce Management, and Analytics on forecast accuracy, capacity planning, staffing assumptions, and resource allocation.
Establish scorecards, dashboards, and business review cadences to identify variances and drive corrective action.
Hold sales leaders accountable through goals, coaching, performance plans, and follow-through.
Identify and scale growth opportunities across acquisition, retention, cross-sell, outbound, and customer lifecycle programs while protecting margin and customer experience.
Standardize sales playbooks, talk tracks, quality expectations, coaching routines, and performance management practices.
Build a coaching system that converts performance data and observed behaviors into actions that improve consistency and conversion.
Ensure sales leaders engage with associates and customers to identify pain points and operational improvements.
Partner with Workforce Management to align queue strategy, scheduling, workload distribution, and campaign priorities with revenue and productivity goals, while ensuring compliance with processes, policies, and quality standards.
Use analytics to identify trends, test hypotheses, quantify opportunities, and prioritize revenue and productivity initiatives.
Champion CRM, sales enablement, dialing, digital communication, and AI-based tools that improve performance, personalization, and leader effectiveness.
Promote data-informed decision-making using dashboards, call insights, and customer signals.
Sponsor pilots and experimentation, establishing adoption plans, governance, and success measures before scaling proven capabilities.
Build a high-performing leadership team through selection, onboarding, coaching, talent calibration, succession planning, and structured development.
Define success profiles and leadership competencies for CSC sales roles and ensure consistent recruiting and interview standards.
Build bench strength for critical leadership roles and address performance or capability gaps in a timely manner.
Foster accountability, recognition, continuous improvement, collaboration, and customer-centric selling.
Partner with Marketing and Digital teams to align promotions, campaigns, lead strategy, messaging, and customer journeys with CSC sales capabilities.
Collaborate with Retail, Customer Service, Merchandising, Supply Chain, Finance, HR, and Technology to remove barriers affecting sales and customer satisfaction.
Represent CSC sales in enterprise planning and provide customer and frontline insights to influence product assortments, offers, policies, and lifecycle programs.
Build stakeholder alignment around priorities, investment decisions, resource needs, and execution commitments.
Perform other duties and special projects as assigned.