Head of Contact Centre Sales

11 hours ago

Melbourne, Victoria, Australia Robert Walters Full time $120,000 - $180,000 per year

We're partnering with a purpose-led organisation to find an experienced leader for a newly created role: Head of Contact Centre Sales & Retention. This is a unique opportunity to shape a critical function from the ground up — driving customer growth, deepening retention, and building a high-performance culture around meaningful customer engagement.

The Role
In this senior leadership role, you'll be responsible for both the strategic direction and operational delivery of the sales and outbound functions within a voice-based contact centre environment. While managing an existing team, you'll be tasked with building and evolving a new capability — embedding a sales and retention mindset, and leading a cultural shift in how performance, customer outcomes, and data-driven decision-making come together.

You'll be working within a structure that is still evolving — ideal for someone who thrives in complex, changing environments and knows how to lead through influence, pace, and persistence.

The Opportunity

  • Lead and develop high-performing inbound and outbound sales teams
  • Foster a culture where sales leaders and frontline teams are empowered, supported, and driven to succeed
  • Drive revenue growth, improve retention, and deliver seamless sales journeys across voice channels
  • Collaborate across marketing, product, analytics, and operations to optimise lead strategies and customer engagement
  • Balance day-to-day delivery with longer-term strategy, capability building, and continuous improvement
  • Work alongside a large service function, bringing a commercial, sales-focused lens to customer interactions
  • Influence broader business decisions and connect with global peers on best practice
  • Ensure adherence to regulatory and compliance obligations in all sales activity

What You Bring

  • Leadership experience across both inbound and outbound sales in a regulated, high-volume contact centre
  • Strength in building team culture, coaching leaders, and driving commercial results
  • A strategic mindset with hands-on operational capability — you know how to get things done and bring people along
  • Experience working cross-functionally in complex, matrixed environments — especially with marketing, product, and analytics
  • Commercial acumen with a deep understanding of sales pipelines, lead optimisation, and campaign performance
  • An energy for change and improvement, with a track record of reshaping culture and ways of working

Why This Role?
This is not just a sales leadership position — it's a chance to shape how an organisation grows. You'll influence culture, build capability, and connect commercial ambition with real customer outcomes. The business is purpose-led, APAC-focused, and backed by a leadership team with strong strategic intent. If you're someone who brings energy, structure, and a drive to improve, this is a role where you can make lasting impact.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.

To apply, please click "Apply" or contact Ali Alpe on or for a confidential discussion.

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