Talent.com
Director of Sales and Retention

Director of Sales and Retention

Rise BroadbandIrving, TX, US
10 hours ago
Job type
  • Full-time
Job description

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 /

    Create a job alert for this search

    Director Of Sales • Irving, TX, US

    Related jobs
    • Promoted
    Director of Retail Sales

    Director of Retail Sales

    2020 CompaniesDallas, TX, US
    Full-time
    Experienced Director of Retail Sales.As a Sales Director, you are responsible for successfully managing a team of Regional and District Managers, and working under the Senior Director, representing...Show moreLast updated: 30+ days ago
    • Promoted
    Regional Director of Sales - Dallas

    Regional Director of Sales - Dallas

    Car Wars by Call BoxDallas, TX, US
    Full-time
    Call Box / Car Wars exists to grow people.We believe that everyone wants to become a better version of themselves, and we work hard to provide a software and a culture that maximizes that growth min...Show moreLast updated: 30+ days ago
    Director of Sales / Metrology

    Director of Sales / Metrology

    TRIGO ADR AmericasFort Worth, TX, US
    Full-time
    Quick Apply
    Reporting to the Vice President of NDT and Metrology Services, this person will be responsible for leading strategic opportunity proposals, sales campaigning and organizing sales efforts towa...Show moreLast updated: 16 days ago
    • Promoted
    Enterprise Regional Sales Director

    Enterprise Regional Sales Director

    Pluralsight, LLCWestlake, TX, United States
    Full-time
    We are seeking an experienced Enterprise Regional Sales Director to lead our North American Account Executive team.In this role, you will be responsible for defining and executing our sales strateg...Show moreLast updated: 30+ days ago
    • Promoted
    Director of Marketing Analytics

    Director of Marketing Analytics

    Pluralsight, LLCWestlake, TX, United States
    Full-time
    Join Pluralsight as our Director of B2C and B2B Marketing Analytics and bring your business analysis prowess to drive strategic growth initiatives tailored to both consumer and business markets.Lea...Show moreLast updated: 21 days ago
    • Promoted
    Director of Sales and Marketing

    Director of Sales and Marketing

    Buckner Retirement ServicesFort Worth, TX, US
    Full-time
    Director Of Sales And Marketing.Join The Stayton at Museum Way by Buckner team as a Director of Sales and Marketing and make a meaningful impact on the lives of our residents and associates.In this...Show moreLast updated: 30+ days ago
    • Promoted
    Regional Logistics Director

    Regional Logistics Director

    Ecolab Inc.Garland, Texas, United States of America
    Full-time
    Safety, Service and Savings while driving agenda and improving team engagement.Develop strategy for multiple sites to achieve annual goals, for 3-5 or more locations. Ensure safety program is in pla...Show moreLast updated: 10 days ago
    • Promoted
    Regional Director of Sales, Education

    Regional Director of Sales, Education

    ABM IndustriesDallas, TX, US
    Full-time
    Focus on the core content of the job post, removing all extra metadata, navigation mentions, and redundant headers.Keep the formatting beautiful and high signal to noise ratio.Show moreLast updated: 10 days ago
    • Promoted
    Area Director of Sales

    Area Director of Sales

    Palette HotelsPlano, TX, US
    Full-time
    The Area Director of Sales has direct oversight of sales and marketing operations for 2-4 Hotels.This role has the responsibility to achieve optimal occupancy and ADR growth to maximize total reven...Show moreLast updated: 30+ days ago
    • Promoted
    Director of Sales

    Director of Sales

    iRelyDallas, TX, US
    Full-time
    In 2008, iRely began selling its Commodity Management system to producers and processors.Since then, we have continued to expand and implement new software designed to deliver business management s...Show moreLast updated: 30+ days ago
    • Promoted
    Market Director Of Sales

    Market Director Of Sales

    ARK HospitalityDallas, TX, US
    Full-time
    The Market Director of Sales is a strategic sales leader responsible for driving top-line revenue growth across a portfolio of hotels within a defined market. This role leads and supports property-l...Show moreLast updated: 2 days ago
    • Promoted
    Manager in Training

    Manager in Training

    Crunch Fitness - CR HoldingsNorth Richland Hills, TX, US
    Full-time
    Manager In Training -North Richland Hills.Here We GROW Again! .Be a part of one of the greatest growth stories ever told in the fitness industry. Manager in Training position offers a tre...Show moreLast updated: 30+ days ago
    • Promoted
    Director of Sales & Installation

    Director of Sales & Installation

    BerkeysSouthlake, TX, US
    Full-time
    Director of Sales & Installation Lead With Impact at Berkeys.Berkeys Plumbing, A / C & Electrical has proudly served the DFW Metroplex for over 45 years and is recognized as a Top 100 Workplace in D...Show moreLast updated: 10 days ago
    • Promoted
    • New!
    Area Director of Revenue Management

    Area Director of Revenue Management

    Makeready LLCDallas, TX, US
    Full-time
    At Makeready we are searching for curious self-starters with a genuine interest in people.These hard-working individuals have always had a natural bend toward hospitality, no matter where they work...Show moreLast updated: 10 hours ago
    • Promoted
    Director of Business Travel Sales

    Director of Business Travel Sales

    The Fairmont HotelDallas, TX, United States
    Full-time
    Fairmont Dallas, located in the Arts District of downtown Dallas, offers 545 elegant guestrooms and suites, with over 73,000 square feet of flexible meeting space. For over 50 years, Fairmont Dallas...Show moreLast updated: 30+ days ago
    • Promoted
    Director of Sales / Metrology

    Director of Sales / Metrology

    TRIGO GroupFort Worth, TX, US
    Full-time
    Reporting to the Vice President of NDT and Metrology Services, this person will be responsible for leading strategic opportunity proposals, sales campaigning and organizing sales efforts towards th...Show moreLast updated: 14 days ago
    • Promoted
    Director of Sales and Marketing

    Director of Sales and Marketing

    Buckner InternationalFort Worth, TX, US
    Full-time
    Director of Sales and Marketing.Join The Stayton at Museum Way by Buckner team as a Sales and Marketing Director and make a meaningful impact on the lives of our residents and associates.In this ro...Show moreLast updated: 30+ days ago
    • Promoted
    AT&T Sales Representative

    AT&T Sales Representative

    Palace AcquisitionsKeller, TX, US
    Full-time
    Our company is a prominent sales firm that partners with premier telecommunications clients, like AT&T, to deliver customer-centric sales solutions. Our goal is to provide products and services ...Show moreLast updated: 30+ days ago