Sr. Manager, Sales Experience

The Senior Manager, Sales Experience will lead the development and implementation of strategies that define how we engage with customers and deliver exceptional sales experiences. This role is responsible for creating scalable, consistent sales practices that shape the customer journey—from initial contact through demo drives, studio interactions, and vehicle delivery. You will partner cross-functionally to ensure systems, processes, and programs align to deliver a seamless and world-class experience. 
 
This position plays a critical role in shaping the customer journey by removing friction, improving convenience, and ensuring every interaction reflects our brand promise. You will also lead a team of project and program managers, providing strategic direction, coaching, and prioritization to deliver initiatives that enhance both customer and employee experiences. 
 
The ideal candidate thrives in ambiguity, brings a strategic mindset, and can balance big-picture thinking with operational execution. You will work independently, influence stakeholders, and design solutions that drive results today while building a foundation for long-term success. 

Key Responsibilities 

• Own the end‑to‑end sales experience strategy, defining how customers engage from lead generation through vehicle delivery across all sales channels. 

• Design and evolve the customer journey by identifying friction points and implementing scalable improvements that drive conversion, speed, and customer satisfaction. 

• Define lifecycle communication and contact strategies, including timing, messaging, and channels, to support consistent and effective customer engagement. 

• Partner with Growth Marketing to develop strategic customer segmentation and integrated Sales and Marketing journeys that drive incremental demand and conversion. 

• Oversee Sales‑led campaigns, including planning, execution, performance measurement, and optimization. 

• Provide strategic oversight for customer‑facing communications, ensuring alignment to brand standards, messaging consistency, and clear calls to action. 

• Build and scale best‑in‑class sales processes, playbooks, and operating frameworks that enable consistency, efficiency, and scalability. 

• Lead AI‑driven initiatives to personalize customer interactions, improve targeting, and identify predictive growth opportunities. 

• Collaborate cross‑functionally with Sales, Marketing, Operations, Technology, Service, and Owner Experience teams to ensure continuity across the full customer lifecycle. 

• Lead and develop a team of program and project managers, setting priorities, providing direction, and ensuring successful delivery of strategic initiatives. 

• Deliver executive‑level reporting and insights on sales experience initiatives, performance trends, and business impact. 

Leadership Expectations 

• Inspire and lead a high-performing team of project and program managers, fostering a culture of accountability, collaboration, and innovation. 

• Set clear priorities and provide strategic direction to ensure alignment with organizational goals. 

• Coach and develop team members to enhance their skills and career growth. 

• Act as a thought leader and change agent, championing best practices and driving adoption of new tools and processes. 

Qualifications 

• Bachelor’s degree in Business, Marketing, or related field (MBA preferred). 

• 8+ years of experience in sales strategy, customer experience, or related functions within a Direct-to-Consumer (DTC) or retail environment. 

• Proven ability to design and implement scalable sales strategies and programs. 

• Experience leading AI-driven initiatives and leveraging advanced tools to optimize sales processes. 

• Strong experience with CRM systems (Salesforce preferred) and sales enablement technologies. 

• Demonstrated success in leading cross-functional projects and influencing stakeholders. 

• Advanced proficiency in Microsoft Office, PowerPoint, and data visualization tools (Tableau preferred). 

• Ability to navigate ambiguity, create structure, and deliver results in a fast-paced, evolving environment. 

• Exceptional communication skills with meticulous attention to detail. 

• Willingness to travel up to 20%.