[Hiring] Director, Retail Services @AutoVerify

Role Description

The Director, Retail Services is a strategic leadership role responsible for the end-to-end customer journey—from initial acquisition through onboarding, support, training, and long-term retention. This role oversees the Retail Sales and Account Management teams, as well as our Customer Experience downlines including onboarding, support, and training, ensuring a seamless transition from sale to service that drives user adoption and sustained growth. By connecting sales strategy with operational excellence, the Director, Retail Services ensures scalable growth and an optimized customer lifecycle that maximizes lifetime value and revenue. Through downline leadership across these functions, the role drives a unified approach to market expansion and high-performing service delivery.

Duties

• Strategic Growth Oversight
  • Lead and develop comprehensive growth strategies across the country, driving scalable customer acquisition and revenue expansion through the Manager of Sales & Accounts.
  • Identify and implement improvements across the overall sales cycle, streamlining lead generation and contract execution for maximum efficiency.
  • Partner with the VP of Growth and the Manager of Sales & Accounts to set specific pod targets and ensure accurate forecasting of monthly, quarterly, and annual net revenue.
  • Leverage market intelligence and third-party resources to enable market expansion and the achievement of sales strategy.
  • Lead strategic initiative requests cross-departmentally based on national data and intel, such as (but not limited to) Product, Operations, Finance.
• Customer Experience & Retention
  • Develop and execute the strategic plan to optimize customer loyalty, user adoption, and positive customer health scores.
  • Define and optimize the customer lifecycle, driving programs to improve engagement based on customer segmentation and reducing churn through predictive analytics.
  • Orchestrate resources across the company to respond to escalated customer issues and optimize the journey from implementation to offboarding.
  • Drive operational practices to meet onboarding expectations and strive to reduce onboarding time each quarter.
• Cross-Functional Leadership & Operations
  • Build, develop, and lead highly motivated, customer-focused teams driving operational practices to track the performance of the team and its individual members.
  • Own the Growth and CX P&L, managing budgets, resource allocation, and investments to maximize ROI across growth and CX initiatives.
  • Foster collaboration organization wide to identify opportunities for product enhancements and pilot projects.
  • Establish and report on key metrics (e.g., revenue growth, churn, support data) to guide executive decision-making.
  • Maintain an optimal team structure by mentoring direct reports and working with HR to ensure a robust talent pipeline and healthy attrition rates.

Qualifications

• 5+ years of experience in business development, marketing, or customer success, with at least 3+ years in a senior leadership role managing multiple departments.
• Demonstrated success in achieving sales targets through downlines and driving customer satisfaction metrics.
• Advanced analytical and critical thinking skills with a proven ability to make data-driven decisions.
• Skilled negotiator and problem-solver with a strong entrepreneurial spirit.
• Highly organized with the ability to manage competing priorities across different business units.
• Experience in the automotive field and proficiency in HubSpot are considered strong assets.
• Bilingual (English and French) is preferred but not required.

Requirements

• Salary: $120,000/year
• OTE: $140,000
• The salary range listed is for a Canadian employee. It may vary depending on the work location of the successful candidate or other factors.

Benefits

• We continually optimize our onboarding process to ensure your first day at AutoVerify is a smooth ride.
• We embrace cultural differences, which is why you can exchange statutory holidays for cultural holidays throughout the year.
• We hold quarterly company-wide Lunch & Learns because food and learning fuel us.
• We provide financial support with professional development to turbocharge your skills.
• We provide paid volunteer time off so you can support a charitable cause in your community.
• We offer 24/7 confidential counseling via an Employee Assistance Program in addition to company-paid benefits (health, dental, vision, and more).
• We help you save for the road ahead with financial benefits, such as Group Retirement Savings Plan and Deferred Profit Sharing Plan.
• We ignite fun through the planning of virtual and in-person events all year long.