Vice President Sales And Retention, Hybrid, Bilingual Or English

Overview:
The Vice President Sales and retention will manage Client Relations and Operations for the Bell accounts.
In this role, the Vice President, Sales and retention is an active member of the leadership team, closely involved in determining the company’s orientation and objectives, and ensuring close alignment with the scope of his/her responsibilities so that:

• The customer partnerships are strong, harmonious, constructive and productive.
• Develop and implement sales and retention strategies to achieve business objectives and revenue targets
• There is a constant and structured continuous improvement effort aimed at meeting and exceeding customer expectations and optimizing operational systems to meet customer requirements;
• The quality and performance standards are reached through a motivated and mobilized team in a virtual or call center environment;
• Ensure compliance with legal and ethical standards in all sales and retention activities
• The company’s operational strategy is defined, implemented and well managed;
• The operational effort considers all human, material and technological resources of each centre;

The Vice President, Sales and Retention ensures an excellent working climate for employees, delivers company objectives, contributes to Nordia’s growth and consequently creates added value for customers and our shareholders.
Responsibilities:

• Manage the Client Relations with Bell upper management;
• Ensure the team applies continuous process improvement processes including working- from-home engagement strategies;
• In collaboration with the other members of the leadership team, participate in Nordia’s strategic and operational orientation;
• Support the business strategy by ensuring that each centre takes ownership of the activities that drive performance and employee satisfaction;
• See to the development of competencies within the team by determining individual objectives and performance management;
• Provide support and tools to ensure Nordia maintains its people-focused orientation
• Ensure the team uses all continuous improvement tools such as statistical controls, monitoring, regular customer business reviews, root cause analysis, problem-solving, best practices, benchmarking, post-mortem and team work
• Develop and maintain strong partnerships with clients;
• Ensure the team is prepared for contingencies to overcome extraordinary situations.
• Ensure consistency between individual objectives, site objectives, Nordia’s strategic orientation and company values
• Identify critical and vulnerable positions within the team and make appropriate recommendations;
• Work in collaboration with all departments and ensure team members collaborate accordingly;

Qualifications:

• Ability to create, nurture and maintain strong relationships with customers
• Ability to create a collaborative, harmonious and productive work climate
• Proven track record of being results-oriented through demonstrated delivery of Key Performance Indicators
• Ability to manage change
• Ability to think strategically
• Minimum of 7 years of experience in a Director of Operations role in the customer-service industry
• Ability to manage a team over 1500 employees
• Ability to innovate in order to deliver on the company’s orientation, mission and values
• Ability to lead and develop team members and create growth opportunities
• Bilingualism is an asset

Why Nordia?
People are what make Nordia special. And we’re focused on hiring and retaining the best. We offer competitive compensation, a stimulating work environment, excellent benefits and great opportunities to grow. That’s why we have the highest employee loyalty and highest satisfaction in the industry. In 2022, for the ninth year in a row, 8 out 10 Nordia employees said they would recommend us as an employer to their friends and family. In 2018, Nordia was the first company in its industry to be recognized by Waterstone as one of Canada's Most Admired Corporate Cultures, winning again in 2021 and recertified in 2022.
Want to learn more about our career opportunities and what makes Nordia the best place to work? Click here to find out!
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