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Choice Hotels International logo
Choice Hotels International

A collection of 22 guest-first hotel brands. Where you are in business for yourself, not by yourself.

Senior Manager, SMB Sales Programs

SalesSalesOtherRemoteSeniorTeam 1,001-5,000Since 1939H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

135 days ago

Salary

$142.2K - $167.3K / year

Seniority

Senior

Bachelor Degree5 yrs expEnglishSQLTableau

Job Description

Senior Manager, SMB Sales Programs

Choice Hotels International

• Own the day-to-day management of outsourced/remote sales vendors and internal remote teams delivering both inbound and outbound SMB sales activity. • Lead vendor selection, contracting (SOWs, SLAs, KPIs), onboarding and ongoing performance management; conduct regular vendor governance and scorecards. • Define and manage commercial arrangements with partners (budgeting, cost per lead/conversion, performance guarantees) in partnership with Procurement and Finance. • Design outsourced local sales offers that franchisees can subscribe to — defining scope, pricing, SLA commitments, reporting deliverables and onboarding processes. • Create franchisee enablement materials, including program guides, onboarding checklists, CRM workflows and reporting templates that integrate with franchisee systems and Choice platforms. • Lead franchisee onboarding for outsourced offers and act as the primary operational point of contact for franchisee queries and escalations. • Manage to a set of business development goals for sales vendors and programs (i.e. customer acquisition, revenue growth, etc.). • Monitor leading indicators (lead volume, conversion rates, pipeline, etc.) and ROI associated with programs to inform program roadmap and expansion decisions. • Build and execute workforce plans (capacity, scheduling, shrinkage, coverage) to meet volume and service targets; partner with vendor WFM teams to manage real-time staffing. • Oversee quality assurance, call monitoring, coaching programs, and agent certification processes to ensure high-quality customer interactions and consistent messaging. • Develop and maintain playbooks, scripts, objection handling guides, and escalation workflows for outbound and inbound sales motions. • Ensure customer experience metrics (NPS, etc.) for SMB/local customers meet expectations. • Lead incident management for critical customer experience issues (rate visibility issues, service complaints), conduct root-cause analysis and drive remediation plans with partners. • Ensure seamless handoffs between remote teams, franchisees and hotel operations to deliver a cohesive customer experience.

Job Requirements

  • 5+ years of experience managing sales teams or outsourced sales programs
  • Experience in hospitality, travel, franchising or services industries strongly preferred.
  • Experience managing vendor or partner performance, preferably in revenue-generating capacities such as outsourced sales.
  • Demonstrated experience designing subscription or commercial offers for franchisees is highly desirable.
  • Proficiency in Salesforce (or equivalent CRM).
  • Excel skills (modeling, scenario analysis) and experience with BI tools (Tableau, Power BI) and SQL.
  • Advanced Excel skills and comfort with analytics tools (Tableau, Power BI, SQL) to build dashboards, reconciliation processes and A/B tests.
  • Ability to travel up to 10-20% for leadership offsites, sales kick-offs, and cross-functional planning sessions.

Benefits

  • Competitive compensation and benefits, including medical, dental, and vision coverage
  • Leave and paid time-off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance
  • Financial benefits for retirement and health savings
  • Employee recognition programs
  • Discounts at Choice hotels worldwide

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