Director, Sales and Customer Services - Alfred Music

General Summary

As Director, Sales and Customer Services, you will lead the Alfred Sales and Customer Services staff to develop plans to foster increased revenues and market share for our products through the retail and wholesale channels. You will be responsible for the lifecycle of the customer journey from lead conversion and onboarding to retention, engagement and success. You will develop and oversee the strategic customer journey, devising processes and strategies for success and scalability, and are ultimately responsible for revenue growth.

Core Functions

• Strategic Leadership: Directs the Sales and Customer Services departments to exceed monthly, quarterly and annual revenue targets across traditional retail, wholesale, and SaaS vertical markets.

• Revenue Architecture: Designs and executes comprehensive promotional strategies and sales programs; establishes KPIs for account teams and maintains accountability for key account performance.

• Key Account Governance: Architects and oversees the strategic management of Top 100 accounts; fosters executive-level relationships to ensure long-term retention, identifies expansion opportunities, and secures high-value renewals.

• Organizational Diagnostic & Design: Conducts a comprehensive assessment of the current Sales and Customer Service teams; identifies talent gaps and defines new or evolved roles to align with a modern, scalable organizational structure.

• Sales Infrastructure & Comp Planning: Architects and implements performance-based compensation plans and incentive structures that align individual motivations with corporate revenue targets.

• Strategic & Tactical Revenue Ownership: Sets and executes the high-level growth strategy while remaining "in the weeds" to build robust revenue forecasting models, sales scripts and playbooks, and CRM workflows from the ground up.

• Operational Excellence & Process Reengineering: Evaluates existing workflows across sales and fulfillment; designs and deploys new standard operating procedures (SOPs) to eliminate friction between the front office and the distribution center.

• Financial Forecasting & Planning: Partners with the General Manager to develop high-accuracy revenue forecasts, manage departmental budgets, and align sales trajectories with corporate fiscal goals.

• Cross-Functional Strategy: Collaborates with Marketing to architect and implement integrated go-to-market strategies that increase brand equity and market share.

• Policy & Governance: Serves as the final authority on Dealer Policies, including pricing structures, discount tiers, logistics, and return frameworks to ensure healthy margins.

• Market Presence: Acts as the primary brand ambassador at major trade shows and during high-stakes negotiations within key sales territories.

• Customer Experience & Retention Strategy: Orchestrates the Customer Success and Support roadmap to drive world-class engagement and retention; defines KPIs and operational best practices that transform the service department into a proactive growth engine for both B2B and B2C segments focused on Customer Livetime Value (LTV).

• Operational Continuity & Fulfillment Oversight: Acts as the strategic liaison between Sales, IT, and Distribution Centers to streamline order flow and troubleshooting. Optimize and evaluate existing workflows across sales and fulfillment; designs and deploys new standard operating procedures (SOPs) to eliminate friction between the front office and the distribution center.

Required Qualifications

• 6+ years of sales experience, with a proven track record in both software/SaaS and related physical product fields.
• 3+ years of experience as a sales leader & people manager.
• Extensive experience in change management and/or scaling teams.
• Strategic versatility with the ability to pivot between high level strategy and hands-on execution.
• Operational grit with experience managing the intersection of sales and physical logistics, including a comfort level with legacy systems and warehouse coordination.
• Ability to communicate, present, and influence all levels of the organization including executive and C-level.
• Detailed familiarity with one or more CRM, ERP, and other like platforms.
• Fluency in MS Office and Google Suite applications.
• Persistent, organized, and able to prioritize based on metrics.
• Team player with a collaborative customer-focused mindset and highly relational.

Desired Qualifications

• Understanding of SaaS sales methodologies in addition to traditional account management.
• Ability to perform basic analysis of SaaS health metrics and retail sell-through data.