Membership Retention Sales Manager

About the role

The Member Retention Unit Sales Manager is a results-driven leader responsible for overseeing sales, member retention, and service operations within the Member Retention Unit. The ideal candidate is an exceptional people leader with a strong background in inside sales and call center operations who can translate business goals into measurable performance, develop high-performing teams, and deliver an outstanding member experience. This role combines strategic planning, operational management, performance analytics, coaching, workforce optimization, and cross-functional collaboration.

Responsibilities

• Lead and direct all sales and member service activities designed to increase membership acquisition, retention, engagement, and overall member value.
• Establish clear performance expectations and accountability standards for sales, service, productivity, quality, and member satisfaction.
• Monitor individual and team performance using established systems, reporting tools, dashboards, and performance metrics.
• Analyze sales results, service levels, staffing requirements, forecasts, trends, quality metrics, and other operational data to identify opportunities and risks.
• Monitor Member Satisfaction Index results and identify trends and opportunities to enhance the member experience.
• Optimize staffing, scheduling, workflows, and resource allocation to maximize productivity and service levels.
• Provide leadership, direction, and oversight to Team Supervisors and their respective teams.
• Coach and develop supervisors and employees through regular one-on-ones, performance reviews, coaching sessions, and targeted development plans.
• Ensure employees are trained on sales techniques, member service standards, new programs, policies, systems, and process changes.
• Manage turnover through effective hiring, onboarding, engagement, coaching, and retention strategies.
• Ensure appropriate corrective counseling and performance management practices are followed in accordance with company policies and applicable employment requirements.
• Build strong working relationships with internal business units, sales teams, and support functions.

Qualifications

• Bachelor's degree or an equivalent combination of education and relevant experience.
• 4–6 years of experience in inside sales, call center operations, customer service, or a related environment.
• 1–3 years of supervisory or management experience preferred.
• Demonstrated experience leading sales and/or customer service teams in a performance-driven environment.
• Strong understanding of call center operations, sales performance management, customer service standards, and operational best practices.
• Knowledge of call center management applications, Automatic Call Distribution (ACD) technology, workforce management systems, quality assurance programs, and related performance tools.
• Proficiency with Microsoft Office, including Outlook, Word, PowerPoint, Excel, and Access.
• Excellent verbal, written, presentation, and interpersonal communication skills.
• Strong analytical, organizational, planning, and time-management capabilities.
• Proven ability to coach, motivate, develop, and hold employees accountable for performance.

Benefits

• Health coverage for medical, dental, vision
• 401(K) saving plans with company match AND Pension
• Tuition assistance
• Floating holidays and PTO for community volunteer programs
• Paid parental leave
• Wellness programs
• Employee discounts (membership, insurance, travel, entertainment, services and more!)