The Sr. Director will have strategic responsibility for all aspects of lead management across on-line and inhome
as well as strategic responsibility for sales for on-line and in-home. This includes nurturing aspects of
the customer journey across multiple engagement points and interactions in a way that guides the customer
to a solution experience that meets their needs regardless of their access point. The incumbent will own the
lead generation strategy and the journey from inspiration through in-home and phone closing. The
incumbent will also own the strategic design and execution of the selling process including online and inhome
covering the sales process, selling culture, selling tools, technology, and performance management
systems, in conjunction with support teams. The leader will have responsibility for resources supporting lead
management systems and selling processes.
Major Tasks, Responsibilities & Key Accountabilities:
20% - Owner for all strategic projects to improve the customer experience within Lead Management. The
incumbent will drive the Services lead management and selling processes.
20% - Owns creation and execution of a consistent connected lead generation strategy that encompasses
online, stores, affiliate, and traditional marketing channels.
20% - Partners with core marketing, dot.com, and merchants to develop and implement a consistent online
experience for each service that meets the unique needs of the customer for that service.
20% - Develops and executes a bottom up lead generation plan that ties to the sales plan for each services
20% - Owns the selling process for all SFI services and drives consistency in that experience for owned and
non-owned businesses. Drives the strategy behind in-home selling tools that ensures alignment with online
and in-store for a consistent customer experience.
Nature and Scope:
This position reports to Sr. Vice President of Services.
This position has 4 direct reports.
Environmental Job Requirements:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not
Typically requires overnight travel 5% to 20% of the time.
Additional Environmental Job Requirements:
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree
program or equivalent degree in a field of study related to the job.
Work Experience Required: 10
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about.
On rare occasions there may be a need to move or lift light articles.
Disciplined in Quality Improvement tools such as Six Sigma, Lean Sigma, 5S and other SPC
Process mapping tools like Visio and total Microsoft Office Suite
Statistical and analytical tools such as Minilab, JMP, Stata, SPCXL
Knowledge, Skills, Abilities and Competencies:
Strong quantitative, analytical skills and experience with process improvement methodologies
Leverages partnerships and strong customer service skills
Excellent communication skills
Influences others and provides Inspiration
Strong leadership and Interpersonal Skills
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.