Job Overview:

We are seeking a dynamir leadership role will oversee our Inside Sales and Customer Service teamc and results-driven Director of Consumer Experience to lead the vision and strategy for consumer sales and ensure an outstanding consumer experience across all touchpoints. This senios, focusing on delivering a seamless and engaging consumer journey from the initial interaction to post-purchase support. The Director will play a pivotal role in shaping the overall consumer experience and driving sustainable growth by optimizing processes, systems, and consumer relationships. At Ledge, your career isn’t just a job – it’s a journey of continuous elevation and achievement.

Key Responsibilities:

• Vision & Strategy Development:
  Define and execute a comprehensive strategy for consumer sales and experience that aligns with the company’s goals and objectives. Establish long-term initiatives to drive consumer acquisition, retention, and brand loyalty.
• Leadership & Team Management:
  Lead, motivate, and develop a team of 8 inside sales and customer service professionals, ensuring they have the tools, training, and support needed to perform at their highest potential. Set clear goals, performance metrics, and KPIs for teams, while providing regular coaching and feedback.
• Sales Strategy & Execution:
  Oversee the development and implementation of consumer sales strategies to drive revenue growth, including demand generation, lead qualification, and conversion strategies. Ensure sales teams are effectively engaging with customers and closing sales.
• Consumer Journey Optimization:
  Analyze and optimize the consumer experience across all touchpoints (from pre-sale to post-sale) to ensure a consistent, positive, and personalized experience. Identify opportunities for process improvements, ensuring the customer experience is seamless, efficient, and delightful.
• Collaboration & Cross-Functional Alignment:
  Work closely with marketing, product, and other cross-functional teams to align sales and customer service strategies with overall brand messaging, product offerings, and business goals.
• Performance Monitoring & Reporting:
  Continuously measure and report on the performance of the team through key performance indicators (KPIs). Provide actionable insights and recommendations for improvement based on performance data.
• Consumer Feedback & Advocacy:
  Champion the voice of the consumer by gathering customer feedback, addressing pain points, and implementing improvements to drive customer satisfaction. Act as a key advocate for the consumer, ensuring their needs and expectations are represented at the highest levels.
• Technology & Tools Management:
  Leverage CRM systems, sales enablement tools, and customer service platforms to enhance team performance and improve operational efficiency. Ensure that all technology solutions align with the consumer experience strategy.

Education & Experience:

• Bachelor's degree in Business Administration, Marketing, or a related field (Master’s preferred).
• Minimum of 8-10 years of experience in sales, customer service, or consumer experience leadership, with at least 3-5 years in a senior management role.
• Proven experience developing and executing consumer sales strategies, driving revenue growth, and leading cross-functional teams.

Skills & Competencies:

• Strong leadership and team management skills with a track record of developing high-performing teams.
• Exceptional understanding of customer service principles and sales strategies, with a consumer-first mindset.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Excellent communication, negotiation, and interpersonal skills, with the ability to influence stakeholders at all levels.
• High proficiency in CRM systems, sales tools, and customer service software (e.g., HubSpot, NetSuite, Klayvio).
• Strong problem-solving skills and the ability to think strategically and creatively.

Preferred Qualifications:

• Experience in luxury goods is a plus.
• Familiarity with e-commerce platforms and digital sales channels.
• Proven ability to scale consumer experience teams in fast-paced environments.