Sr. Manager, Contact Center Sales

Guitar Center • Kansas City, MO

9d

About The Position

The Senior Manager of Sales Excellence (COE) transforms the CSC into a world-class sales organization by designing, testing, and scaling strategies, behaviors, technologies, and operating models that drive measurable revenue growth. The role leads coaching and sales skill development and serves as the business owner for the AI-based coaching platform, using data-driven insights to build programs that improve sales results. As a strategic voice on the CSC leadership team, the role leads the CSC Sales Center of Excellence and develops future sales professionals through a selective Sales Excellence Academy. High-performing Gear Advisors are selected using performance criteria for a structured 6–8 month program covering advanced selling techniques, customer psychology, product expertise, technology adoption, and leadership behaviors. Graduates return to their home teams as embedded sales champions.

The position works with CSC leaders and partners across Sales Enablement, Digital Marketing, Operations, Retail, Product, Learning and Development, IT, and vendors to align efforts across the customer journey and translate company strategies into actionable sales behaviors. Additional duties and special projects may be assigned.

Requirements

• 10+ years of experience in sales leadership, training development, or a similar role in a high-growth environment.
• Experience ideally in the music industry or a closely related field.
• Proven expertise in a high-performing sales environment.
• Experience designing and delivering sales skill-building content to large teams.
• Strong strategic thinking and analytical skills, with the ability to turn insights into action.
• Experience bridging multiple business functions, including marketing, training, and technology partners.
• Excellent communication and organizational skills.
• Passion for building cohesive, high-performing teams.

Nice To Haves

• Proficiency with AI tools, data analysis platforms, and CRM software is a plus.
• Experience in the music industry or a closely related field.

Responsibilities

• Develop coaching program strategies and lead execution plans.
• Use AI analytics to identify trends and improvement opportunities in customer experience and business operations.
• Provide Sales leadership with AI-driven insights into team- and agent-level performance gaps and opportunities.
• Monitor coaching platform effectiveness and refine strategies to maximize impact.
• Create and maintain leadership reporting dashboards that measure program success.
• Design, launch, and continuously evolve the Sales Excellence Academy, including participant selection, curriculum, coaching methodology, certification standards, graduation criteria, and reintegration into operational teams.
• Develop actionable sales content, including playbooks, presentations, workshops, and training materials.
• Develop and deliver coaching mastery programs.
• Partner with training teams to improve onboarding and training content specific to sales skills.
• Collaborate with senior CSC leadership to influence strategic decisions.
• Partner with the Sales Enablement Leader and work with Digital Marketing, Operations, Retail, and Product teams to coordinate efforts across the customer journey.
• Develop relationships and execution plans with strategic partners, including Learning and Development, IT, and key vendors.
• Translate company strategies into actionable sales behaviors.
• Perform other duties and special projects as assigned.

Benefits

• Gig leave for musician employees to take time off to share their music and return after a tour.
• Medical benefits.
• Dental insurance.
• Vision insurance.
• 401(k) with company match.
• Mental health support.
• Paid sick, holiday, and vacation time.
• Employee discount program.
• Tuition reimbursement options.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed