VP of Sales & Service

Our client is seeking a VP, Sales & Service to be responsible for the strategic planning and execution of sales, service, and call center operations.

The role will develop and oversee a standard of expectations that support the organization in facilitating sales process and enhancing growth strategies, impacting our member experience and culture within the organization.

The VP of Sales & Service will develop a supportive and dynamic member-focused sales team by conducting initial and ongoing training of their team.

The VP is results-driven and has a high commitment to excellence through continuous staff development programs enhancing employee engagement, member service, knowledge, skills, and morale.

Responsibilities

• Provide strong, dynamic leadership that mentors, develops, and guides team members.
• Empower and own the sales team, in addition to direct line management of a team of 3 Directors - Director of Operations, Director of Lending, and Business Development Officer(s).
• Drive learning & development across the sales team by planning, developing, organizing, and monitoring training courses / programs, KPIs & policies for the sales and call center operations.
• Build an enticing culture and high-performance team with strong performance management and high-quality hiring, celebrating success and sharing good practice.
• Ensure key strategic objectives alignment, build consensus, and drive decisions through the organization.
• Manage and lead processes for the continuous improvement of the member experience.
• Implement performance plans to achieve goals for member acquisition, retention, and overall growth.
• Develop marketing materials and on marketing initiatives.
• Collaborate with various departments to ensure open communication, cooperation, and timely issue resolution.

Required Experience and Competencies

• 5-10 years of managerial experience; credit union / banking background preferred
• A minimum of 8 years of experience in operations, sales, revenue operations, strategy, marketing
• Bachelor's degree or equivalent education, training, or experience
• Experience developing sales teams through an effective sales training program.
• Results-driven and accountable to deadlines / goals established
• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels
• Strong mentorship and relationship building skills with ability to effectively manage group and interpersonal conflict situations
• Strong commitment to continuous learning and development
• Excellent written, verbal, and interpersonal communication skills in the English language
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint, Outlook)
• Legal eligibility to work in the U.S.

Our client acknowledges that equal opportunity for all persons is a fundamental human value. Each employee and applicant will be considered on the basis of individual ability and merit, without regard to race, color, religion, age, sex, sexual orientation, gender identity, gender expression, pregnancy, national origin, marital status, physical disability, mental disability, medical condition, genetic information, protected military or veteran status, or any other characteristics.