Sales Center Manager - Guitar Center

Position Summary: Sales Center Manager

Purpose: The Sales Center Manager is responsible for managing, coaching, and supporting the activities of Gear Advisors while increasing revenues, hitting specific performance targets, and improving the productivity of and analyzing the training and development needs of the Sales Center staff. Additionally, the Sales Center Manager is responsible for managing within budget and processes to achieve company goals for sales, customer service, and profitability.

About Guitar Center

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.

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 job‐related 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 recruiting@guitarcenter.com.

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

· Total ownership and accountability of their team achieving sales dollars goals, margin dollars goals, and margin rate goals.

· Coordinate, oversee, and monitor participation of site based sales promotion activity.

· Motivate and coach sales team to perform at their highest level for all inbound and outbound activities

· Coordinate, oversee, and monitor participation of site-based sales promotion activity.

· Drive consistency in activities and other key KPIs including call productivity, margin, discounting, and consultative sales best practices through all contact channels

· Provide formal and informal consultative sales training.

· Measure the performance of each agent by evaluating overall performance and establishing goals for each team and each team member.

· Review daily activity reports to assure behaviors are aligned with expected sales results.

· Monitor and develop agent tools to identify needs and to create best practices.

· Ensure that agents are taking initiatives to meet their budgeted revenue goals.

· Demonstrate operational excellence by delivering all requested sales reports, forecasts, and other requested information in a timely and accurate manner.

· Continually improve performance and refine sales strategies.

· Liaise with other internal teams to coordinate complex projects, resolve issues, accomplish objectives, and deliver the highest level of customer satisfaction and bottom line results.

· Manage within the department budget and P&L.

· Work with Training and Directors to develop associates in the areas of leadership, soft skills, product knowledge, systems and job specific training at the contact center.

· Communicate, consult, and assess needs of internal customers to identify, develop, implement and evaluate appropriate training and development strategies and interventions.

· Provide consistent metrics to the organization that will help align the on-going efforts and enable a clear understanding of cost, time, resources implication and ROI.

· Represent training as a Subject Matter Expert (SME) on key projects or initiatives that provide impact to the business.

· Conduct performance reviews to assess strengths and development needs providing feedback and opportunities for growth.

· Other duties as assigned.

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

· Bachelor’s Degree or equivalent business experience preferred.

· Minimum of 5 years of management experience successfully managing and directing sales and customer service professionals.

· 2-3 years of contact center experience preferred.

· Strong oral and written communication skills.

· A high energy level and desire to significantly impact the business.

· Consultative Sales training and experience preferred.

· Strong consultative sales approach and training capabilities.

· Outstanding interpersonal skills.

· Strong attention to detail and organizational skills.

· Confidence, enthusiasm and a strong dedication to the job and company.

· Proven success in a customer-focused sales environment.

· Collaborative approach in communicating with internal team members.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled