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Director, Contact Center Sales, Systems and Analytics

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Job ID: 13507
Job Type: Full-time
Location: Westlake Village, CA
Date Posted: Aug 15, 2023

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Job Description


Position Summary:

The Director, Contact Center Sales, Systems and Analytics provides leadership and direction to optimize and implement solutions to increase revenues while hitting specific performance targets. Takes charge of optimizing our Salesforce environment, ensuring it aligns with our sales strategies, and extracting insights through SQL-based data analytics. Acts as liaison between corporate, IT, operations, and other system departments. Manages contact center efficiency metrics, quality metrics, and other measures to address changing customer and/or business expectations. Champions innovation and the adoption of new systems and processes to improve quality, reliability, and productivity. This role merges the worlds of sales strategy and technical execution.

Responsibilities will include, but will not be limited to the following:

  • Salesforce Development: Lead backend and front-end development efforts on Salesforce Service Cloud to enhance, customize, and optimize our platform for the sales team's evolving needs.
  • Data Analysis: Leads team and leverages SQL to extract, analyze, and report on sales data, providing actionable insights on performance metrics, trends, and forecasting.
  • Strategic Leadership: Collaborate with sales leaders to align Salesforce functionalities with sales strategies.
  • Process Optimization: Evaluate and refine the integration of Salesforce and telephony with other systems and processes, ensuring seamless data flow and efficiency.
  • Security and Compliance: Ensure all development and behaviors meet industry standards and company policies.
  • Financial: Manages departmental expense budget, explaining trends for critical drivers and major variances.
  • Leadership: Develops and implements procedures pertinent to effective and efficient operation of the Sales Departments.
  • Team Management: Lead and develop diverse teams, fostering a culture of continuous learning and innovation.
  • Cross-functional Collaboration: Drive business results and foster a collaborative working relationship with key internal and external partners in the areas of Salesforce, Marketing, Sales, and IT.
  • Additional duties as assigned.

About the Guitar Center Company

The Guitar Center Company embodies the world of creativity and music by encouraging our teammates to find their own individual sound. Our mission is to develop and nurture lifelong musicians and make a difference in the world by enabling musicians and non-musicians alike to experience the joy that comes from creating music. We believe in putting our customers first, engaging with respect and integrity and fulfilling our mission with passion.

The Guitar Center Company operates through several business divisions. Guitar Center is the world's largest retailer of guitars, amplifiers, drums, keyboards, recording, live sound, DJ, and lighting equipment, with more than 290+ stores across the United States.  2014 marked the milestone 50th anniversary of the Guitar Center Company as the organization continues to help people make music from coast to coast.   

E-Commerce brands Guitar Center, Musician's Friend and WWBW offer online sales of a broad selection of music products. The Music & Arts division operates more than 220+ stores specializing in band & orchestral instruments for sale and rental, serving teachers, band directors, college professors, and students since 1952. AVDG and GCPro headline the enterprise audio-visual integration business, delivering a best-in-class commercial and residential customer experience.

To join our band, you'll need the following experience:

  • Bachelor's Degree is required, preferably in Business, Marketing, Sales, or related field. Master's degree or MBA preferred
  • Valid state driver's license and automotive insurance
  • 5-7 years of relevant work experience
  • Contact Centers Tech Stack: Salesforce Service Cloud, AWS
  • Travel Requirements: 10% domestic travel, by car and by plane.

Why Guitar Center Company? Here's just some of the rewards:

For our employees who are musicians we offer the unique opportunity of gig leave--take time off to share your music with the world and return to your job after your tour! Guitar Center offers robust benefits and perks, including Medical, Dental, Vision, 401K plus company match, mental health support, paid sick/holiday/vacation time, employee discount program, and tuition reimbursement options.

Pay Rate: $130,000.00 - $160,000.00 annually depending on background and experience. This position is eligible to participate in the Guitar Center Company bonus program based on Company performance.

The job posting is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee, which is always dependent on actual experience, education, and other factors. The pay range(s) listed are provided in compliance with state specific laws. Pay ranges may be different in other locations.

Why join us?

With a career at Guitar Center, you become part of the world's largest multichannel musical instrument retailer. Whether at our Stores, Contact Centers, Distribution Centers, or Support Center, Guitar Center employees have a common goal: to help people find their sound and fill the world with more music.

Love this gig and want to apply?

Send your resume and cover letter today along with salary expectations!

Guitar Center is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid jobrelated requirements.

If you are a qualified individual with a disability or a disabled veteran and are unable or limited in your ability to use or access our website, you may request a reasonable accommodation to express interest in a specific opening. You can request a reasonable accommodation by sending an email to [email protected].
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