Sales Director, Customer Support

Job Description:

WHO WE ARE:

Saks Global is the largest multi-brand luxury retailer in the world, comprising Saks Fifth Avenue, Neiman Marcus, Bergdorf Goodman and Saks OFF 5TH. Powered by our talented colleagues, we are redefining luxury shopping by offering each customer a personalized experience across our store network and e-commerce platforms. Through strong partnerships with the world’s most esteemed brands, cutting-edge technology and the industry’s most comprehensive luxury customer data, Saks Global is shaping the future of retail.

YOU WILL BE: 

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.

WHAT YOU WILL DO:

• 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

WHAT YOU WILL BRING:

• 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.

Preferred Qualifications (nice to haves):

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

BENEFITS:

We offer the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, basic life insurance, supplemental life insurance, disability insurance, and a variety of additional voluntary benefits (such as critical illness, hospital and accident insurance). 

Thank you for your interest with Saks Global. We look forward to reviewing your application. 

Exemplar Luxury Group is an equal employment opportunity employer and is committed to providing reasonable accommodations to applicants with disabilities. If you are interested in applying for employment with Exemplar Luxury Group and would like to request special assistance or an accommodation, please contact [email protected].

Compensation for this role varies by geographic location. The listed range reflects multiple markets, including higher-cost areas. Actual starting pay will be determined based on work location, experience, and other job-related factors.