Director of Inside Sales

The Director of Inside Sales is a strategic and operational sales leader responsible for driving profitable revenue growth, increasing repeat customer transactions, improving customer margins, and maximizing recurring revenue across the Inside Sales and Agent Development organization.

This leader will own the strategy, execution, and performance of a high-volume Inside Sales function supporting Intermex's agent network and External Sales organization. The Director will focus on maximizing the value of the existing customer and agent portfolio through increased transaction frequency, improved retention, reduced attrition, stronger account penetration, and disciplined sales execution.

The successful candidate will combine strong commercial leadership with a highly analytical and metrics-driven approach. This individual will establish sales strategies, performance standards, KPIs, incentive structures, and operating rhythms that improve representative productivity and translate customer engagement into sustainable transaction volume and profitable revenue growth.

The Director will lead and develop a high-performing team of Inside Sales and Agent Development professionals while partnering closely with External Sales, Marketing, Operations, Finance, and senior leadership to identify revenue opportunities and execute strategies that strengthen customer relationships and maximize lifetime value.

Key Responsibilities

• Develop and execute the Inside Sales strategy focused on profitable revenue growth, repeat customer transactions, recurring revenue, customer retention, and increased share of wallet across the existing agent portfolio.
• Own the operational performance of the Inside Sales and Agent Development teams, translating company revenue objectives into measurable sales targets, quotas, activity expectations, and individual performance goals.
• Build segmentation and account-management strategies that identify opportunities to increase transaction frequency, reactivate underperforming accounts, reduce customer attrition, and expand revenue from existing relationships.
• Develop sales initiatives that improve customer lifetime value and account-level profitability, balancing transaction growth with margin performance and long-term customer retention.
• Establish a disciplined, data-driven sales operating model utilizing KPIs, dashboards, pipeline reporting, forecasting, conversion metrics, productivity measures, retention data, and revenue performance to identify opportunities and drive accountability.
• Monitor key performance indicators including transaction volume, revenue, margin, customer retention, repeat transaction rates, account activation/reactivation, sales conversion, representative productivity, call activity, and portfolio performance.
• Lead daily, weekly, and monthly sales performance reviews to evaluate results against targets, identify performance gaps, and implement corrective action plans.
• Develop outbound and inbound sales strategies that increase engagement with existing and prospective agents while creating consistent opportunities for incremental and recurring revenue.
• Partner with Marketing to develop targeted customer engagement, digital, promotional, and outbound campaigns designed to increase transaction activity, reactivate dormant accounts, and strengthen customer retention.
• Partner closely with the External Sales organization to ensure newly acquired agents are successfully transitioned, activated, developed, and retained through structured Agent Development programs.
• Establish a structured customer lifecycle strategy from acquisition and activation through development, retention, expansion, and reactivation, ensuring consistent ownership throughout the customer relationship.
• Identify trends within the customer portfolio and develop targeted strategies for high-value, high-potential, declining, and at-risk accounts.
• Develop sales incentive and performance-management programs that align representative behavior with company priorities, including profitable transaction growth, recurring revenue, retention, and customer development.
• Lead, coach, and develop a high-performing Inside Sales organization, establishing clear expectations, career development plans, succession strategies, and performance standards.
• Partner with senior leadership and cross-functional stakeholders to develop annual sales plans, forecasts, revenue targets, staffing models, and resource requirements.
• Maintain awareness of competitive activity, customer behavior, market conditions, and emerging opportunities to continuously refine sales strategy and strengthen Intermex's market position.
• Continuously evaluate sales processes, technology, CRM capabilities, automation, and reporting tools to improve representative productivity, customer engagement, scalability, and management visibility.

Key Performance Indicators

Success in this role will be measured through a combination of revenue growth, recurring transaction volume, repeat customer rate, customer retention and attrition, revenue and margin per account, customer lifetime value, account activation and reactivation, sales conversion, representative productivity, quota attainment, and portfolio growth.

Qualifications

• Bachelor's degree in Business Administration, Sales, Marketing, Finance, or related field; equivalent professional experience will also be considered.
• 8+ years of progressive sales leadership experience, preferably within financial services, payments, money transfer, fintech, telecommunications, CPG, or another high-volume transactional business.
• Demonstrated experience leading 20+ Inside Sales, Account Management, Agent Development, or telesales professionals, including leadership of managers or team leads.
• Proven track record of driving revenue growth through customer retention, repeat transactions, account expansion, portfolio management, and recurring revenue strategies.
• Strong understanding of sales economics, including revenue, margin, customer lifetime value, acquisition and retention costs, productivity, conversion, and portfolio profitability.
• Highly analytical and comfortable using sales data, CRM platforms, dashboards, forecasting tools, and performance metrics to make decisions and manage teams.
• Demonstrated ability to build structured sales processes, establish KPIs, manage quotas, develop incentive programs, and create accountability across large sales organizations.
• Strong leadership and coaching capabilities with experience developing high-performing teams and addressing performance gaps through structured performance management.
• Ability to operate effectively at both the strategic and operational level, developing long-term sales strategies while remaining closely connected to daily execution and performance.
• Strong executive communication skills with the ability to present sales performance, forecasts, opportunities, risks, and recommendations to senior leadership.
• Experience selling financial services, payments, CPG, or other transactional products to small and medium-sized businesses (SMBs) strongly preferred.

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