Manager Consumer Sales and Retention, ICG

Role overview

Key responsibilities

• Lead Sales Chat team operations, performance, coaching, training, quality management, and development.
• Drive digital sales growth, lead generation, customer acquisition, and conversion.
• Monitor sales, conversion, quality, productivity, customer satisfaction, and workforce metrics; use analytics to guide improvements.
• Optimize the chat knowledge base, canned responses, and customer engagement content to reflect products, pricing, promotions, and policies.
• Enhance chatbot and AI-enabled tools; manage workforce planning, schedules, resource allocation, and operating processes.
• Partner across Digital, Marketing, Product, IT, Sales, and Retention; support outsourced partners and compliance.
• Contribute to forecasting, departmental objectives, and operational support across Sales and Retention.

Working conditions

• Primarily remote, with occasional travel to the office for meetings, training, or other business needs.
• Standard business hours, with flexibility for operational needs and occasional after-hours support.
• Computer-based work involves extended sitting, concentration, analysis, decision-making, and managing multiple priorities.

Tools and skills

• Tools include Microsoft 365, contact centre and workforce management systems, sales chat and CRM platforms, and digital engagement tools.
• Business intelligence, reporting, quality monitoring, conversational analytics, chatbot, and AI-enabled customer engagement tools are used.
• The role calls for leadership, coaching, communication, collaboration, stakeholder management, analytics, reporting, problem-solving, organization, and project management.

Credentials and language

• University degree in Business, Marketing, Communications, or a related field, or equivalent education and experience.
• Minimum 3–5 years of leadership experience in Sales, Retention, Digital Sales, Contact Centre Operations, Customer Experience, or a related field.
• Digital sales, customer engagement technology, analytics, contact centre, and AI-enabled solutions experience is an asset.
• Bilingual English and French communication skills are required, written and verbal.