Phone Sales Manager

Mallory Portraits has been creating heirloom portraits for New England families for 15 years. We photograph families and pets with the same level of artistry, and every portrait we deliver is meant to outlive the people in it. Our studio donates more than 2,000 portraits a year to community fundraisers. We believe in the work.

About the Role

You lead a team of 4+/- reservation specialists who convert warm leads into booked portrait sessions, collecting a refundable deposit on every call. This is a sales department, not customer service. The team's job is to book the appointment and secure the deposit on the first call, every time.

As Booking Manager, you are a working manager. At the current team size, you are on the phones for a portion of your day and coaching around the edges. As the team grows, your time inverts: coaching becomes the majority of the job, and phone time is what you do once your people are handled.

You will have a hand in implementing marketing campaigns plus complete ownership of the CRM (you are exceptionally tech savvy), Slack for the company, and maintaining the sales AI employee documents in Claude.

• 40% of your week is making follow-up calls to clients
• 30% is recruitment
• 20% is training and meetings
• 10% is CRM management and reporting

You will run daily mini-huddles via Google Meet, hold weekly 1:1 scorecards with each specialist, conduct call reviews, manage scheduling, handle escalations, analyze call center data, and report results to ownership daily, weekly, and monthly. You will also hire and train new reservation specialists as needed.

Responsibilities

• Lead a team of reservation specialists to convert warm leads into booked portrait sessions with a deposit on every call
• Act as a working manager, balancing phone time and coaching responsibilities
• Implement marketing campaigns and own the CRM, Slack, and sales AI employee documents
• Run daily mini-huddles, weekly 1:1 scorecards, and conduct call reviews
• Manage scheduling, handle escalations, and analyze call center data
• Report results to ownership daily, weekly, and monthly
• Hire and train new reservation specialists as needed

Requirements

You are a closer first. You have held quotas, hit them, and can describe your performance in numbers: booking rate, show rate, calls per hour, conversion rate. You have coached someone from struggling to strong and can walk through exactly what you did, step by step.

• Proven track record in outbound phone sales with demonstrable performance numbers (booking rate, close rate, conversion rate)
• Call center or phone sales team management experience (mandatory)
• Minimum 8 years in sales with at least 5 years in a leadership role
• Experience coaching to specific skill gaps, not just general motivation
• Tech fluency: GHL, Acuity Scheduling, Google Meet, Slack, Claude (all are learnable if fundamentals are strong)
• You do not wait to be told what to do; you listen to calls when numbers slip
• Warm on the phone and direct in coaching conversations
• Ability to hold a hard standard with someone you like
• Belief that skill is built through reps and feedback, not talent and motivation
• Understanding of the northeast USA mentality and the families you’ll work with

Qualifications

• Led a remote phone sales or call center team and can describe how you coached underperformers specifically
• Comfortable asking for money and modeling that behavior for your team without apology
• Leadership means deliberate 1:1s, real call reviews, and owning a data dashboard
• Take feedback on Monday and implement it by Tuesday
• Desire to build something: a team, a culture, a standard, not just maintain it

Tools You Will Use Daily

• GHL (GoHighLevel)
• Acuity Scheduling
• Google Meet
• Slack

Pay

$70k base salary + performance bonuses (monthly & annually) tied to outcomes. OTE $100,000.

Schedule

• 40-hour work week, Monday-Friday
• Hybrid location: Tuesday-Thursday in-studio, Monday & Friday remote

Benefits

• 80 hours paid time off
• Time and a half holiday pay
• 2 paid volunteer days
• Reimbursed high-speed internet bill
• Health benefits
• 401(k)
• A tight-knit team that believes in accountability, positivity, and doing the work