Director, Sales and Customer Services - Alfred Music

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 Lifetime 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.

Requirements

Required Qualifications

• 6+ years of sales experience, with a proven track record in both software/SaaS and related physical product fields.
• 3+ years of experience as a sales leader & people manager.
• A positive, natural leader with proven ability to inspire performance with sales teams, customer teams, and the organization at large.
• Extensive experience in change management and/or scaling teams.
• Strategic versatility with the ability to pivot between high level strategy and hands-on execution.
• Operational grit with experience managing the intersection of sales and physical logistics, including a comfort level with legacy systems and warehouse coordination.
• Ability to communicate, present, and influence all levels of the organization including executive and C-level.
• Detailed familiarity with one or more CRM, ERP, and other like platforms.
• Fluency in MS Office and Google Suite applications.
• Persistent, organized, and able to prioritize based on metrics.
• Team player with a collaborative customer-focused mindset and highly relational.

Desired Qualifications

• Understanding of SaaS sales methodologies in addition to traditional account management.
• Ability to perform basic analysis of SaaS health metrics and retail sell-through data.

Compensation

• Annual salary range in Colorado: $126,207 - $210,345.
• Eligible for performance-based variable compensation plan.