Sales Operations Manager

On behalf of our client, an established Canadian leader in sleep and wellness, we are recruiting an experienced, hands-on Sales Manager to lead and develop their retail sales team.

About Our Client

For over 35 years, our client has helped Canadians improve their sleep, wellness, comfort, and independence through premium adjustable beds, mattresses, lift and recline chairs, massage chairs, and related wellness solutions. They deliver a highly personalized, education-led sales experience built on trust and empathy.

The Opportunity

Our client is seeking an experienced, hands-on Sales Manager to lead and develop their sales team across their Cambridge, Oakville, and Toronto locations. This is not a desk-based role — the successful candidate will be in the stores, coaching representatives in real time, refining sales processes, analyzing performance data, and converting more of the client's retail, telephone, web, and wholesale opportunities into sales. The primary mandate is to drive profitable sales growth by recruiting, developing, and coaching a high-performing sales team.

Full-time, with approximately one remote day per week and the balance spent in and rotating between the three showrooms. Some weekend availability is required to effectively coach a retail sales team.

Key Responsibilities

• Sales Leadership & Team Development: Recruit, onboard, coach, and retain high-performing representatives; run one-on-one coaching and performance reviews; build an accountable, results-driven sales culture across showroom, phone, SMS, web chat, and digital channels.

• Retail Operations: Maintain an active leadership presence across all three showrooms; manage staffing, schedules, merchandising, and store standards; ensure consistent execution of sales processes and resolve customer issues professionally. Manage local Home Shows twice a year.

• CRM & Lead Management: Turn the CRM into an active sales-management tool — enforce data standards, audit for accuracy, mine dormant leads and past customers for incremental sales, monitor lead response times, and partner with Marketing on reactivation campaigns.

• Sales Analytics & KPIs: Build and report on meaningful KPIs by representative, location, lead source, and channel (conversion, response time, average transaction value, product mix, pipeline value); translate data into specific actions and hold the team accountable to benchmarks.

• Telesales, SMS & Digital Sales: Improve inbound and outbound phone, SMS, and web-chat selling; develop and test scripts, discovery questions, and closing techniques; use RingCentral ACE to review calls and coach; move digital conversations to appointments, demos, and sales.

• Training & Continuous Improvement: Build structured onboarding and ongoing training covering product knowledge, consultative selling, demonstrations, objection handling, and closing; run role-plays, call reviews, and sales meetings; continuously test and measure new approaches.

• Wholesale Account Management: Manage and grow selected wholesale accounts, maintain strong service and communication, follow up on quotations and opportunities, and pursue appropriate new accounts.

What the Ideal Candidate Brings

• 5+ years of sales experience in retail, showroom, furniture, mattress, home health, wellness, or another consultative environment.

• 2+ years of sales management or team leadership, with a proven record of recruiting, coaching, and hitting sales targets. Multi-location experience strongly preferred.

• Strong CRM skills — pipeline management, reporting, segmentation, lead follow-up, and data quality — and the ability to use CRM data to drive results.

• Solid telephone-sales experience (including outbound); comfort with SMS, web chat, and digital lead management. Familiarity with platforms such as RingCentral ACE, Keap, GoHighLevel, or Shopify is an asset.

• Strong analytical ability with sales KPIs; proficiency with Excel and PowerPoint.

• A coach first and administrator second — mature, professional, and able to hold people accountable while building trust. Entrepreneurial, and able to travel regularly between Cambridge, Oakville, and Toronto.

The Ideal Candidate

You are a sales coach first and an administrator second. You enjoy working directly with salespeople — understanding why one representative converts more customers than another, and turning those insights into better training, scripts, processes, and results. You are equally comfortable reviewing a recorded call, recruiting your next top performer, analyzing CRM conversion data, sharpening a showroom presentation, and helping close an important customer. Above all, you combine a strong drive for results with our client's commitment to professionalism, empathy, and improving the lives of their customers.

How Success Is Measured

Total sales and sales growth, sales per representative, lead-to-sale conversion, representative productivity and retention, CRM data quality and follow-up consistency, telesales and digital conversion, customer experience, store execution, and wholesale account growth.

Why This Opportunity

Join an established Canadian company with decades of experience in sleep and wellness, and play a central role in shaping the performance of the sales organization across retail, telephone, digital, and wholesale channels. The successful candidate will have real influence over sales strategy, people development, and customer experience, the freedom to introduce new ideas and technology, competitive compensation with performance-based incentives, and ongoing professional development.