Seller Experience Manager
Employer not yet confirmed · Mississauga, ON, Canada · hybrid
The Manager, Seller Experience drives the vision and execution of the seller experience strategy, providing people leadership, strategic program ownership, and hands-on operational leadership for a team of Seller Experience Specialists.
This role ensures every seller receives exceptional service through clarity, courtesy, consistency and all in service keys, champions process improvements, drives cross-functional alignment, and acts as the escalation point for complex issues. The Manager, Seller Experience partners with Sales leadership to position seller experience as a market differentiator, aligning initiatives with revenue growth and organizational priorities.
This role operates as a people leader with strategic ownership of the seller experience program, translating vision into day-to-day execution across the team.
Set Seller Experience Strategy
Define and execute the seller experience strategy to support business objectives and market growth, influencing senior stakeholders and aligning cross-functional priorities to deliver unified, best-in-class experience within the assigned region.
Lead and Develop the Team
Recruit, coach, and develop a team of Seller Experience Specialists, fostering a culture of accountability, innovation, excellence, and seller obsession; set clear goals, manage performance, and coach future leaders.
Drive Cross-Functional Alignment
Partner with Sales, Operations, Finance, Marketing, and Data teams to integrate seller experience into broader company initiatives, acting as the voice of the seller in high-level strategic planning and decision-making.
Own the Seller Experience Program
Supervise end-to-end seller journey processes for accuracy, timeliness, and compliance; oversee complex projects that improve operational efficiency and seller satisfaction, and identify scalable systems, workflow improvements, and technology solutions that reduce friction and administrative burden.
Monitor Performance & Drive Insights
Monitor KPIs (NPS, SLA compliance, engagement metrics) to measure success, translate insights into actionable improvements, and report progress to senior leadership.
Manage Risk & Resolve Escalations
Anticipate challenges, resolve escalations quickly, and maintain trust throughout the specialist and seller journey.
Required Experience
- Bachelor’s degree in business, marketing, or a related field, or equivalent experience required
- 5+ years of experience in customer experience, customer success or sales enablement roles
- 2+ years in supervisory or team lead experience
- Proven ability to lead multi-level teams, manage change, and think strategically at a senior-leadership level
- Strong process optimization skills, with data-driven decision-making and analytical expertise
- Ability to influence across functions and build alignment with senior stakeholders
- Experience with CRM platforms (Salesforce)
- 10-20% travel required for team, stakeholder, and site engagements.
Core Competencies
- Customer Obsessed
- Strategic Leadership
- Team Leadership & Coaching
- Cross-Functional Influence
- Process Optimization
- Data-Driven Decision Making
- Standard office environment, with regular collaboration across in-market and remote team members
- Non-physical in nature involving periods of sitting or standing.