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Director of Sales and Retention

Director of Sales and Retention

Rise BroadbandIrving, TX, US
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Job Description

Job Description

Application Deadline : November 10, 2025 or until position is filled.

General Summary

The Director of Sales and Retention is a strategic and results-driven leader responsible for driving revenue growth and customer loyalty through the inbound sales, outbound sales, and customer retention teams within the call center organization. This role oversees all aspects of call center sales performance, including new customer acquisition, cross-sell and upsell initiatives, churn mitigation, and customer lifecycle management.

The ideal candidate brings a blend of sales leadership, data-driven decision making, telecom industry expertise, and team development experience, ensuring exceptional customer experiences that translate into sustainable growth and reduced attrition.

Essential Duties / Responsibilities

  • Leadership & Strategy

Develop and execute the overall Sales and Retention strategy for the call center, aligning with corporate growth and customer experience goals.

  • Lead and inspire a team of Sales and Retention Managers, Supervisors, and Agents across inbound, outbound, and save-the-sale functions.
  • Collaborate with Marketing, Product, Operations, and Finance to align campaign execution with business objectives and customer needs.
  • Create a performance-driven culture built on accountability, coaching, recognition, and professional development.
  • Sales Management

    • Oversee Inbound Sales performance to maximize conversion rates, average revenue per sale, and attach rates for bundled services.

  • Lead Outbound Sales initiatives to generate new customer acquisitions, win-back former subscribers, and support targeted campaigns.
  • Develop and manage sales incentive programs that drive consistent achievement of daily, weekly, and monthly goals.
  • Utilize CRM and analytics platforms to monitor funnel performance, agent productivity, and revenue per contact.
  • Retention & Churn Reduction

    • Direct the Customer Retention team, focusing on churn prevention, save efforts, and proactive outreach to at-risk customers.

  • Partner with Customer Experience and Operations to identify and mitigate root causes of churn (e.g., billing issues, service performance, pricing).
  • Implement data-driven churn models and develop early intervention strategies based on call dispositions, account activity, and usage patterns.
  • Monitor and continuously improve Retention KPIs including save rate, repeat contact rate, Net Promoter Score (NPS), and customer lifetime value (CLV).
  • Performance & Process Excellence

    • Establish, track, and analyze key performance indicators (KPIs) including conversion rate, average handle time (AHT), FCR, repeat call rate, churn rate, and agent adherence.

  • Ensure compliance with company policies, industry regulations, and call quality standards.
  • Partner with Workforce Management (WFM) to optimize staffing models and ensure SLA achievement across queues.
  • Drive continuous improvement initiatives to enhance sales efficiency, streamline processes, and leverage automation and digital tools.
  • Other duties as assigned

    • Job Requirements

  • Bachelor’s degree in Business, Marketing, Communications, or related field required; MBA preferred.
  • 10+ years of experience in call center sales, customer retention, or customer success leadership—5+ years in telecom industry strongly preferred.
  • Proven record of managing high-volume sales teams (100+ agents) and exceeding revenue and retention targets.
  • Deep understanding of telecom sales metrics, churn analytics, and customer lifecycle management.
  • Strong analytical and financial acumen; proficient with CRM systems (e.g., Salesforce, CSG, SugarCRM) and call center analytics tools.
  • Exceptional leadership, communication, and coaching skills with ability to motivate diverse teams across multiple sites.
  • Strategic thinker with demonstrated ability to translate insights into actionable plans.

    • Key Performance Indicators (KPIs)

  • Inbound / Outbound Conversion Rate
  • Monthly Retention Save Rate
  • Net Revenue and Customer Growth (New and Saved Customers)
  • Average Revenue per User (ARPU)
  • Call Center Service Levels and First Call Resolution
  • Customer Satisfaction (CSAT / NPS)
  • Employee Engagement and Turnover

    • Working Conditions

  • Employee remains in the sitting position for prolonged hours. Employee is occasionally required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and / or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
  • Working conditions may include being in an open (shared) cubicle / workspace area.

    • Disclaimer

    This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position, however, the employee will be held responsible for all duties assigned.

    Please feel free to review our Benefits at the following link : https : / / www.risebroadband.com / about / careers / benefits /

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