Channel Sales Manager

At NRG, we’re bringing the power of energy to people and organizations by putting customers at the center of everything we do. We generate electricity and provide energy solutions and natural gas to millions of customers through our diverse portfolio of retail brands. A Fortune 500 company, operating in the United States and Canada, NRG delivers innovative solutions while advocating for competitive energy markets and customer choice, working towards a sustainable energy future. More information is available at http://www.nrg.com">www.nrg.com. Connect with NRG on Facebook, and follow us on Twitter @nrgenergy.

Job Summary:

The Channel Sales Manager will be responsible for overseeing Direct Energy’s inbound and outbound tele sales programs – for both Residential and Small Commercial markets in Alberta and across Canada. We are looking for a hands-on, experienced individual who will work with our external sales partners and internal teams to optimize sales performance, achieve balanced growth, meet targeted KPI’s, and enhance the various processes and tools that support this channel. This is an important role in our organization that is directly accountable for growing our business, helping our sales teams succeed and elevating the overall customer experience.

Essential Duties/Responsibilities:

• Manage the relationship and day-to-day operations of our third party inbound and outbound tele-sales channels

• Meet and exceed assigned targets for conversions, profitable sales volume, cost of acquisition, leakage/churn, customer experience, and other strategic objectives assigned to the channel

• Work with partners to identify key opportunities, develop incentive programs, build accurate sales forecasts, remove obstacles, etc

• Educate partners on new products, pricing, competitive activity and other programs as required

• Solicit feedback from partners, sales teams and other individuals in order to better enable sales and enhance the customer experience

• Develop and execute on the short-term and long-term inbound and outbound tele sales strategy

• Support the creation of effective training materials, go-to-market messaging and the execution of sales and marketing campaigns

• Report on performance, achievements and assigned metrics; conduct monthly business reviews and regularly share results with partners and key internal stakeholders

• Manage quality assurance, compliance, complaint resolution and customer feedback

• Listen to customer calls, identify opportunities and areas for improvement, work with partners to develop talent and optimize results

• Leverage and recommend improvements to technology and telephony (IVR, skill-based routing) and utilize AI and other available software to identify trends, customer sentiment, future requirements or areas for testing and refinement

• Manage the budget, expenses, cost of acquisition, partner contracts, negotiations and compensation

• Other duties as assigned

Education: Bachelor's degree in business, marketing or related discipline from an accredited university preferred.

Experience: Minimum of 7 years’ combined experience in sales, channel management and/or call centre management. Experience leading and/or directly supporting an inbound or outbound telesales teams is strongly preferred.

Additional Knowledge, Skills and Abilities:

• Must have a successful track record of profitable selling and managing relationships with customers and Channel Partners

• Strong partner, coaching and sales management skills

• Well versed in interpreting raw data including sales patterns, call and sales volumes, and marketing touchpoints. Keeps informed of relevant regulatory requirements, industry standards, competition, and technology developments

• Call centre sales and/or management experience strongly preferred

• Team player – always willing to do what is best for the business

• Able to build relationships and engage effectively across all levels of an organization

• Demonstrated ability to learn new industry, company, product or technical knowledge and effectively convey that knowledge to customers

• Dedicated to meeting the expectations of customers; ability to get first-hand customer information and use it for improvements in products and services

• Ability to successfully manage projects and resources

• Proficient in Microsoft Word, Excel and PowerPoint

Working Conditions:

• Hybrid work environment (work from home and in-office)

• Some travel required

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