Questrade Financial Group (QFG), through its companies - Questrade, Questbank, Questrade Wealth Management, Community Trust Company, Zolo, and Flexiti, provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more. We use cutting-edge technology to help Canadians become much more financially successful and secure.
At QFG, we combine human-centric collaboration with AI-driven innovation to redefine financial services. The ideal candidate will be a catalyst for change, using AI to transform and deliver unparalleled customer experiences and shaping a future where AI empowers our teams to do their best work.
Join our diverse, inclusive, and hybrid workplace to unleash your creativity and nurture your curiosity without limits. If you share this sense of infinite possibility, come shape your future at QFG.
What’s in it for you as an employee of QFG?
- Health & wellbeing resources and programs
- Paid vacation, personal, and sick days for work-life balance
- Competitive compensation and benefits packages
- Work-life balance in a hybrid environment with at least 3 days in office
- Career growth and development opportunities
- Opportunities to contribute to community causes
- Work with diverse team members in an inclusive and collaborative environment
This job posting is for an existing vacancy.
We’re looking for our next Manager, Sales Effectiveness and Optimization. Could It Be You?
The Manager, Sales Effectiveness and Optimization is responsible for developing, executing, and managing sales strategies and programs aimed at increasing efficiency, optimizing performance, and driving top-line growth across both the Acquisition and Retention Specialist functions. A core focus of this role is leading the analysis and optimization of outbound dialer campaigns for both teams — recognizing that while Acquisition and Retention Specialists share the same broader team structure and dialer platform, Retention Specialists operate at a more senior level with distinct scripts, customer engagement approaches, and campaign objectives. The Manager identifies opportunities across both sales functions and key partner teams (Marketing, Dialer Operations, etc.) and develops actionable plans tailored to each business line. The successful candidate will bring deep, hands-on experience in an outbound call centre sales environment, with a thorough command of sales processes, effectiveness measures, and KPIs across both acquisition and retention contexts. By embedding best-in-class sales competencies and capabilities, the Manager ensures that the entire Acquisition and Retention Pod is equipped to achieve and surpass revenue goals.
Need more details? Keep reading…
In this role, responsibilities include but are not limited to:
- Strategic Alignment and Direction:
- Ensure alignment of sales effectiveness and optimization initiatives with the overall sales strategy, covering both Acquisition and Retention Specialist functions. Focus on delivering insights and improvements that directly support revenue growth and client retention across the full customer lifecycle.
- Outbound Campaign Analysis & Reporting
- Lead the ongoing analysis and reporting of outbound dialer campaign performance across both the Acquisition and Retention Specialist teams, including call metrics, conversion rates, save rates, lead quality, and campaign efficiency.
- Identify trends, gaps, and opportunities within dialer campaigns for each business line, recognizing the differing objectives and KPIs between Acquisition and Retention Specialist functions.
- Develop and present regular performance reports and dashboards to leadership with clear, actionable recommendations tailored to each team.
- Collaborate with the Dialer team on campaign design, list management, pacing strategies, scripting, and compliance to maximize results for both Acquisition and Retention Specialist campaigns.
- Opportunity Identification & Actionable Planning:
- Proactively identify areas of opportunity across the Acquisition and Retention Specialist sales teams and partner functions (Marketing, Dialer Operations, Product, etc.), and develop structured, actionable improvement plans specific to each function.
- Utilize data insights to support continuous improvement and close localized performance gaps
- Collaborate with Marketing to optimize lead quality, targeting, and campaign alignment for both Acquisition and Retention Specialist programs.
- Facilitate cross-functional reviews to surface issues and align on solutions in a timely manner, accounting for the distinct needs of each sales function.
- Performance Metrics and KPIs:
- Manage the tracking of sales performance metrics and established KPIs for both Acquisition and Retention Specialist teams
- Use collected data to identify opportunities for process optimization and drive strategic decisions across both functions.
- Develop differentiated KPI frameworks that reflect the unique performance drivers of Acquisition versus Retention Specialist roles (e.g., conversion rates vs. save rates, customer lifetime value, etc.).
- Continuously analyze outbound campaign performance and overall lead quality to improve results across both business lines.
- Process Improvement and Standardization:
- Lead the review and optimization of outbound sales processes for both Acquisition and Retention Specialist functions.
- Ensure the development of standardized sales training playbooks that incorporate best practices and SLAs tailored to each role, enhancing sales efficiency and conversion and retention rates.
- Sales Training and Coaching:
- Execute and manage comprehensive sales training programs and coaching initiatives across both Acquisition and Retention Specialist teams.
- Develop and deliver role-specific coaching programs that reflect the more senior, complex nature of the Retention Specialist function versus Acquisition.
- Facilitate coaching and development of business leaders on preferred outbound sales and retention approaches, leveraging insights from the Sales Effectiveness team.
- Ensure Retention Specialists are equipped with advanced objection handling, negotiation, and customer engagement techniques appropriate to their senior role.
- Sales Planning and Strategy:
- Collaborate with leadership during sales planning and strategy sessions to ensure alignment with enterprise revenue objectives, marketing initiatives, and operational programs across both Acquisition and Retention Specialist functions.
- Ensure recommendations for upgrades and enhancements are strategically sound and support overall business goals.
- Cross-Department Collaboration:
- Work with the Director and Manager, Acquisition and Retention, to engage partners such as Marketing, Dialer Operations, and Product to provide recommendations and feedback on areas of improvement for both business lines.
- Act as liaison between the Sales Effectiveness and Optimization team and key partners, ensuring effective communication and collaboration across Acquisition and Retention Specialist programs.
- Leadership and Development:
- Mentor and develop team members in the Acquisition and Retention Pod, providing regular feedback and professional growth opportunities.
- Ensure the team is well-resourced and equipped to support both Acquisition and Retention Specialist mandates effectively.
So are YOU our next Manager, Sales Effectiveness and Optimization? You are if you…
- Have 5–7 years of proven experience in a sales leadership role with a focus on sales effectiveness and optimization
- Have a strong understanding of sales processes, metrics, and best practices
- Have a demonstrated ability to lead and mentor a team, driving strategic initiatives and achieving business objectives
- Have excellent communication and collaboration skills at a senior level, with the ability to work effectively across departments
- Have an analytical mindset with the ability to interpret data and provide actionable insights to senior management
- Have demonstrated experience analyzing client data and standard retention metrics to identify growth opportunities and reduce churn
- Have advanced Salesforce proficiency, including architectural knowledge of Salesforce FSC
- Have strategic vision and execution
- Have leadership and influence
- Have cross-functional collaboration
- Have an analytical and data-driven decision-making mindset
- Have change management skills
- Have business acumen
- Have effective communication skills
- Have a customer-centric focus
Compensation Information:
- Base salary range: $100,000 - $110,000
- The final compensation package will be commensurate with the successful candidate's experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full-Time Permanent roles.
Sounds like you? Click below to apply!
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At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can harness your unlimited potential. Our team reflects the diversity of the communities we serve and operate in. Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence—not only for the benefit of our customers, but for those who build their career with us.
Questrade Financial Group of companies Applicant Tracking System utilizes artificial intelligence (AI) for application screening. The AI system operates on predetermined criteria, with final decisions subject to human review.
Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.
