Call Center Sales Manager

The Organisation:

United Cellars is a leading independent fine wine and spirits merchant operating across Australia and New Zealand. We specialize in premium wines, spirits, and exclusive wine auctions, sourcing and delivering exceptional products to wine enthusiasts and collectors.

The Role:

We are seeking an experienced and strategic Head of Sales to lead our Call Centre Sales, Customer Service, and Wine Auctions division. This role, based in Sydney, offers hybrid work flexibility, allowing a mix of office and remote work. Reporting directly to the CEO, you will play a key role in driving sales performance, customer engagement, and auction success.

Main Duties and Responsibilities:

Sales Leadership & Growth

• Oversee the day-to-day operations of the United Cellars Wine Sales & Auctions Team.
• Develop and execute sales strategies to meet and exceed targets across retail sales, call centre sales, and auctions.
• Analyze sales performance, forecast trends, and drive revenue growth.
• Work closely with the Senior Wine Buyer to create compelling product offers.

Wine Auctions & High-Value Sales

• Lead and expand United Cellars' Wine Auction platform to attract premium collectors and investors.
• Develop relationships with high-net-worth clients and fine wine investors.
• Work with the Marketing & Events Team to promote auctions and specialty sales.
• Ensure smooth execution of online and live auctions, including bidder engagement and post-auction service.

Leadership & Team Development

• Lead, train, and mentor a team of wine specialists, auction experts, and sales reps.
• Foster a sales-driven culture with an emphasis on customer experience and high-value sales.
• Provide hands-on training and direct management of sales agents to ensure excellence in sales techniques, customer engagement, and product knowledge.
• Oversee HR functions related to recruitment, performance management, and payroll coordination.
• Conduct regular performance reviews, identify training needs, and implement coaching programs.

Customer Experience & Service Excellence

• Ensure delivery of a superior customer experience by maintaining high service level standards.
• Collaborate with the Customer Service Manager to refine processes and policies.
• Implement strategies to enhance customer loyalty, retention, and repeat sales.

Cross-Functional Collaboration

• Marketing & Events: Work with Marketing & Events Teams to align sales campaigns and auction promotions.
• Digital & E-commerce: Partner with the Digital Team to maximize cross-channel sales opportunities.
• Warehouse & Logistics: Coordinate with the Warehouse Manager to streamline wine order fulfillment and auction logistics.

What We're Looking For

• Proven experience in a senior sales leadership role, preferably in wine, spirits, auctions, or premium retail.
• Strong call centre sales, customer service, and wine auction management expertise.
• Deep understanding of wine markets, investment-grade wines, and collector trends.
• Exceptional leadership, coaching, and people management skills.
• Ability to analyze sales data, forecast trends, and drive strategic decision-making.
• Experience collaborating with marketing, events, and digital teams to drive sales and auction success.
• Ability to thrive in a hybrid work environment, balancing office leadership with remote operations.
• A hands-on leadership style with a willingness to actively train and support agents in sales techniques and customer engagement.

Why Join Us?

• Work with a globally recognized premium wine retailer & auctioneer.
• Hybrid work flexibility for better work-life balance.
• Autonomy to drive sales strategies and lead a high-performing team.
• Competitive salary + incentives + exclusive wine perks.
• Exciting career progression opportunities in a growing international company.

If you are a results-driven sales leader with a passion for wine, auctions, and customer experience, we'd love to hear from you