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Director Sales, Customer Solutions

  • Customer Solutions
  • Ottawa
  • Fulltime
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To apply, please forward your resume and cover letter by Jan 14, 2024

The Royal Canadian Mint (RCM) is hiring a Director Sales, Customer Solutions who can thrive in a dynamic and inclusive environment.

Reporting to the Chief Commercial Officer, the incumbent is responsible for the strategic planning and execution of all Customer Solutions Center (CSC) operations including Inbound, Outbound & Back-office teams as well as the two retail boutiques in Ottawa and Winnipeg. In this role, you will direct a team of approximately 40 employees and lead all processes supporting the continuous improvement of the customer experience and achievement of sales objectives across all channels.

Essential Duties and Responsibilities

  • Direct and manage the business to consumer (B2C) customer solutions teams to effectively meet the business objectives through the delivery of an exceptional customer experience.
  • Develop and execute effective sales strategies aligned with the corporate strategy in support of revenue and profit targets assigned to the Customer Solutions channels including two retail boutiques.
  • Responsible for executing the call demand management strategy to ensure defined service levels and KPI’s are set and achieved.
  • Responsible for leading continuous staff development programs and initiatives aimed at enhancing the employee engagement of a large multidisciplinary team.
  • Responsible for managing supplier arrangements in support of service level and sales objectives.
  • Support the development and execution of new B2C customer satisfaction measurement programs.
  • Manage any escalated customer facing issues and ensure that appropriate processes are in place to resolve potential customer complaints.
  • Develop and deliver effective sales/business presentations to customers, leadership and a variety of key stakeholders.
  • Responsible for the development and administration of annual department budgets to attain business goals with operational stability.


  • Minimum of 10 years of progressive management experience.
  • Experience developing B2C service and sales strategies with the proven ability to execute them.
  • Measurable experience growing satisfied and profitable managed accounts (Outbound Sales).
  • Proven analytical skills needed to calculate strategic risks and solve potential problems on issues ultimately impacting service, sales and people objectives.
  • Proven ability to develop and manage relationships with employees, internal stakeholders and customers.
  • Ability to direct, lead, motivate, coach, mentor and build high performing teams.
  • Bilingual in both official languages (English and French) with very strong written and oral communication and presentation abilities.
  • Ability to effectively use technology such as Microsoft Outlook, Word, Excel, PowerPoint & CRM (MS Dynamics).
  • Contact Centre experience with proven success achieving service levels and sales targets is an asset.
  • University degree or College Diploma in related area or an acceptable combination of education and experience related to the job. A master’s degree is considered an asset.
  • Experience in the Numismatics market is considered an asset.