Director of Concierge Sales

Atomic; Ohio; On-site; USD 120,000 - 160,000; Full time

Job summary

Intellica is seeking a senior sales leader to own revenue and guide a team of human concierge sales professionals. You will shape strategy, set quality standards, and align AI with human sellers to maximize conversion and lifetime value.

You will design the customer lifecycle across channels, run QA, and translate wins into scalable rules for both humans and AI. This role blends strategy with hands-on leadership and a passion for data-driven selling.

Qualifications

• Experience leading sales teams and driving revenue growth.
• Ability to define and enforce quality standards for customer interactions.
• Proven ability to design and optimize customer lifecycle moments across channels.

Responsibilities

• Own our revenue number and influence concierge sales strategy and AI.
• Lead the concierge sales team to maximize revenue.
• Define and document what an excellent concierge experience looks like.
• QA daily live conversations and implement improvements.
• Map and connect moments in the customer lifecycle across channels.
• Collaborate with AI and customer success to improve retention and repeat purchases.
• Translate best practices into repeatable rules for human and AI teams.

Skills

Sales leadership

Revenue ownership

AI collaboration

QA & quality

Lifecycle design

Cross-functional teamwork

Job description

About Intellica

Intellica triples SMS revenue for DTC brands like Cozy Earth, Travelpro and Collars & Co, with a Sales-as-a-Service offering, powered by real humans in the US.

Imagine you could go into a sales conversation knowing everything you could possibly know about the customer, product and brand. That's what we've built with AI: it's like an Iron Man suit for sales that helps you convert more and sell faster. It suggests tactics, answers questions and helps draft replies, but always keeps the human seller at the center of the conversation.

If you are a sales nerd this is a unique opportunity to help us automate sales with humans in the loop.

The Role

You will lead our team of human sales concierges and own our revenue number. You will help them sell better, and most importantly own what \"great\" sounds like, so we can train our AI to help them sell better too.

The leads are already teed up because our team gets to text with visitors to our brands' websites, while they shop on the site, make purchases, and abandon carts. Based on your experience and taste you will define how we sell the brand's products to those shoppers, to provide the best experience and maximize revenue.

This is bigger than closing sales. You will design the whole relationship a shopper has with a brand across channels. Every touchpoint should feel like one continuous, unmistakably world-class experience.

We don't expect you to arrive with all the answers. We expect you to go find them: run experiments, study the best sellers and brands in the world, test new ideas against real results, and turn what wins into the new standard.

What you'll do...

Own our revenue number

• Have broad influence regarding our concierge sales strategy, team and AI

• Operationally lead our concierge sales team to maximize their revenue

Set and enforce the quality bar

• Define, in writing, what an excellent concierge experience looks like: tone, timing, discovery, recommendations, handling objections, closing, and knowing when not to push.

• Run daily QA on live conversations. Score, flag and correct.

• Turn recurring misses into clear rules and examples the human and AI teams can both follow.

Design the full customer lifecycle

• Map every moment a brand should interact with a customer

• Define what great looks like at each moment and how they connect, so a shopper experiences one relationship.

• Work with the AI and customer success team to bring new lifecycle moments to life and measure how they move retention and repeat purchase.

Be an AI thought partner

• Turn your taste into something the AI can learn from: concise definitions of what good is, the key pieces of great messages and conversations, and what to look for when reviewing.