Sr Director, Sales Strategy

Job Description

Position Summary

The Sr. Director, Sales Strategy is responsible for developing and advancing strategic sales programs that drive revenue growth, margin expansion, and an elevated customer experience. Reporting to the SVP of Service Operations & Delivery, this role serves as a critical connector across Operations, Service Delivery, Service Quality, Training, Compensation, Merchandising, Insights and Analytics, and Commercial ensuring alignment in how sales strategies are designed, executed, and measured.

This leader will champion a consultative, customer-centric sales approach, enabling frontline teams to deliver value-driven solutions rather than transactional, “sales at all costs” outcomes. As a highly influential individual contributor, this role will translate strategy into actionable programs, tools, and behaviors that improve sales effectiveness, profitability, and long-term customer trust. The incumbent should have a willingness to constructively challenge existing practices and champion change in selling behaviors, tools, and capabilities to unlock long-term customer loyalty.

Key Responsibilities

• Sales Strategy Development:
  Develop and implement a comprehensive sales strategy that drives revenue growth, margin expansion, and customer satisfaction while reinforcing consultative selling principles.
• Consultative Selling Design & Enablement:
  Design and deploy sales frameworks, playbooks, and tools that empower desk and field employees to engage in strategic, solution-oriented customer conversations. Ground these approaches in real-world application by regularly engaging with store teams to observe customer interactions, gather frontline feedback, and refine selling techniques based on observed effectiveness.
• Cross-Functional Leadership & Alignment:
  Serve as a liaison across multiple functions in the organization to ensure alignment and effective execution of sales strategies and initiatives. Actively participate in cross-functional work streams to introduce and scale technology that enhances the customer experience and modernizes the selling process.
• Performance & KPI Optimization:
  Define, implement, and continuously refine key performance indicators that balance revenue, margin, quality, and customer experience outcomes.
• Compensation & Incentive Strategy Partnership:
  Partner with Compensation and HR to design and evolve incentive programs that reinforce high-quality, profitable sales behaviors.
• Training & Capability Development:
  Collaborate with Training and Quality teams to embed consultative selling behaviors into onboarding, coaching, and performance management frameworks.
• Data-Driven Insights & Continuous Improvement:
  Leverage insights from internal analytics teams to assess performance, customer trends, and operational data. Utilize these insights, along with external benchmarking of competitors, to identify opportunities, refine strategies, and institutionalize best-in-class sales practices across the organization.
• Executive Communication & Influence:
  Provide regular updates, insights, and recommendations to senior leadership; influence decisions across a matrixed organization without direct authority.

Education and Experience

• Bachelor’s degree in Business, Marketing or a related field coupled with 10+ years’ experience.
• Deep understanding of retail sales environments, including service-based and/or desk-driven sales models
• Expertise in sales strategy development and execution
• Knowledge of consultative / value-based selling methodologies
• Familiarity with sales performance metrics, forecasting, and financial drivers (revenue, margin, attachment rates)
• Understanding of how training, quality assurance, and compensation structures influence sales outcomes
• Familiarity with leveraging data analytics teams to drive commercial insights and performance improvement
• Understanding of competitive benchmarking and external best practice identification

Knowledge, Skills, and Abilities:

• Translate data and analytics into actionable sales strategies and behavior change
• Strong orientation toward field engagement, with a hands‑on approach to understanding frontline execution and customer experience
• Strong…