Director, Sales And Customer Services - Alfred Music

Director, Sales And Customer Services

Join Alfred Music and Help Inspire the Next Generation of Musicians.

At Alfred Music, we believe that music is for everyone. As the world's leading educational music publisher, we've been helping musicians learn, grow, and express themselves for over 100 years. Our extensive catalog of high-quality sheet music, method books, and instructional resources serves educators, students, and performers across all levels and genres—from the first piano lesson to professional concert halls.

We are dedicated to supporting music education and making it accessible to all. Our products are used in classrooms, studios, and homes around the world, empowering teachers and inspiring students to develop their musical voices. Whether it's our popular method series like Alfred's Basic Piano Library or innovative performance pieces, our goal is to nurture a lifelong love of music in every learner.

If you're passionate about music education and want to make a meaningful impact on the lives of teachers and students around the world, Alfred Music offers the opportunity to combine purpose with creativity. Come help us write the next chapter in music learning.

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.

While you will inherit existing teams and functions, this is a build role. We are looking for a leader who is both strategically and tactically gifted and is motivated by effective change leadership. This is a growth and rewarding opportunity for the right individual.

You are a continuous learner with a hunger for knowledge. You approach challenges as opportunities to improve. You value team members' input from all levels and you actively seek ways to support your colleagues.

You will sit directly with the Sales and Customer Services Teams, work in close collaboration with MakeMusic Sales, Growth Marketing, Content and Product teams, and report to the General Manager, MakeMusic.

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.