Sales Director, Contact Centers

Director of Sales – Extended Service Plans (ESP)

Location: Englewood, CO or Mesa, Arizona

About the Role

We are seeking a dynamic and results-driven Director of Sales to lead our Extended Service Plan (ESP) sales organization. This leader will be responsible for driving growth through inbound and outbound sales channels, optimizing conversion rates, and developing a scalable sales framework for long-term expansion. In addition, this role will oversee both the ESP Customer Service Department and the Sales Development Representative (SDR) Lead Department, ensuring seamless collaboration between lead generation, sales execution, and customer retention. The role reports directly to the SVP of Contact Centers and plays a pivotal role in revenue strategy, sales execution, and team development across multiple customer touchpoints.

Key Responsibilities

Sales Leadership & Strategy

• Own the overall inside sales performance for ESP products, including insurance-backed and non-insurance service programs.
• Develop and execute a comprehensive sales strategy to exceed revenue and conversion goals.
• Analyze performance metrics, conversion funnels, and lead flow to optimize productivity and profitability.
• Partner with marketing to align inbound lead generation with sales capacity and goals.

Customer Service & Retention

• Lead and develop the ESP Customer Service Department, ensuring exceptional customer satisfaction and retention.
• Implement quality assurance programs and training to enhance first-call resolution and overall customer experience.
• Collaborate with Operations and Compliance to address escalations, process improvements, and policy adherence.
• Leverage customer insights and feedback to drive continuous improvement in service delivery and loyalty programs.

Sales Development Representative (SDR) Leadership

• Oversee the SDR Lead Department, ensuring efficient lead qualification, routing, and conversion to sales opportunities.
• Establish performance benchmarks for speed-to-lead, contact rates, and appointment conversions.
• Partner closely with sales management to align SDR goals with inside sales capacity and revenue objectives.
• Implement automation and lead distribution systems to improve efficiency and transparency.

Team Development

• Lead, coach, and scale a team of sales managers, SDR leaders, and customer service supervisors.
• Foster a high-performance culture focused on accountability, collaboration, and professional growth.
• Implement training, scripts, and performance frameworks that improve close rates and customer satisfaction.
• Establish transparent KPIs and dashboards to measure productivity, call quality, and conversion efficiency.

Operational Excellence

• Leverage Salesforce CRM and reporting to monitor lead flow, pipeline health, and team performance.
• Collaborate cross-functionally with Compliance and Operations to streamline processes and ensure program compliance.
• Develop compensation plans and incentive structures aligned with business goals, profitability, and customer outcomes.

Qualifications

• 10+ years of progressive sales leadership experience, with at least 5 years leading inside sales or call center teams.
• Proven track record of exceeding multi-million-dollar revenue and customer satisfaction goals in a high-volume environment.
• Experience managing both sales and customer service teams preferred.
• Deep understanding of extended service plans or insurance-related products.
• P&C License is strongly preferred but not required. If not licensed, commitment to earn P&C License within first 180 days is required.
• Strong data-driven leadership style with hands-on experience in Salesforce preferred.
• Excellent communication, motivational, and change-management skills.
• Secondary College Education is preferred.
• Travel up to 25% of the time required.

Pay Range: $119,175.00-$173,880.00 Annual

In addition to competitive pay, we offer Paid Time Off, 401(k), an Employee Assistance Program, Good Sam Roadside Assistance, discounts, paid parental leave (if eligibility is met), Tuition Reimbursement (if eligibility is met), and on the job training opportunities. Full-time associates are offered a comprehensive benefit package including medical, dental, vision and more! Part-time associates are offered access to dental & vision coverage! For more information please visit www.mycampingworldbenefits.com.

We are an equal employment opportunity employer. The Company's policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, veteran or uniformed service-member status, genetic information, or any other basis protected by applicable federal, state, or local laws.