SALES MANAGER – HOME ENVELOPE PRODUCTS
Location: Whitehorse, Yukon Reports to: President (initially); Director of Sales & Marketing upon appointment Direct Reports: Residential Sales Representatives and other assigned sales personnel
POSITION SUMMARY
The Sales Manager – Home Envelope Products is responsible for leading Northerm's residential sales operations in Whitehorse and throughout Yukon, ensuring the effective management of customer inquiries, timely preparation of quotations, consistent sales follow-up and successful conversion of sales opportunities into confirmed orders.
The position oversees sales of Northerm's residential home envelope products, including windows, exterior entrance and walk-through doors, garage doors, skylights and other complementary products introduced as the business expands its offerings. The role supports both new residential construction and renovation and replacement markets.
A significant portion of sales activity is generated through inbound customer inquiries, including website submissions, telephone calls, email inquiries, walk-in customers, referrals and digital marketing campaigns. The Sales Manager is responsible for ensuring these opportunities are handled efficiently, professionally and consistently, with a strong focus on responsiveness, quotation accuracy, follow-up discipline, customer experience and sales conversion.
Working closely with the President and, when appointed, the Director of Sales & Marketing, the Sales Manager translates sales objectives into practical operating processes, establishes clear performance expectations and leads the sales team in achieving revenue, profitability and customer service targets.
The position also maintains and develops relationships with local builders, renovation contractors and other key customers, while supporting targeted outbound sales and business development activities.
As Northerm expands its home envelope product offerings and explores the development of a Home Design Center, the Sales Manager will contribute to creating a more integrated and consultative customer experience. Experience or education in residential home design, architectural design or a related discipline would be a valuable asset in supporting this direction.
The successful candidate will be a hands-on sales leader with strong organizational and commercial skills, the ability to manage a high volume of customer inquiries and quotations, and a demonstrated commitment to coaching employees, improving sales processes and delivering results.
KEY RESPONSIBILITIES
Sales Leadership & Team Management
- Lead, supervise and coach the residential sales team to achieve established revenue, gross margin, sales conversion and customer service objectives.
- Establish clear expectations for customer responsiveness, quotation turnaround, follow-up activity, order accuracy and sales performance.
- Monitor individual and team workloads to ensure inquiries, quotations and customer requirements are handled efficiently.
- Assign and prioritize incoming sales opportunities to ensure appropriate coverage and timely responses.
- Conduct regular sales meetings, pipeline reviews and individual performance discussions.
- Provide ongoing coaching and training in product knowledge, consultative selling, customer service, quotation preparation and closing techniques.
- Support recruitment, onboarding, performance management and development of sales personnel.
- Foster a customer-focused, accountable and results-oriented sales environment.
Inbound Sales & Customer Inquiry Management
- Oversee the effective handling of customer inquiries received through the website, telephone, email, walk-in traffic, referrals and other lead-generation channels.
- Establish and maintain efficient processes for receiving, recording, assigning, responding to and tracking sales inquiries.
- Ensure prospective customers receive timely, professional and knowledgeable responses.
- Develop appropriate procedures for qualifying inquiries, identifying customer requirements and moving opportunities through the sales process.
- Monitor inquiry volumes, response times, outstanding requests and sales team workloads to identify bottlenecks and opportunities for improvement.
- Ensure customer information and requirements are accurately captured to support efficient quotation preparation and order processing.
- Work with the Digital Marketing Specialist to evaluate the quality of marketing-generated leads and improve the process for converting inquiries into sales opportunities.
- Identify opportunities to improve customer convenience and responsiveness through online forms, scheduling tools, CRM systems and other sales technologies.
Quotation Management & Sales Conversion
- Oversee the preparation, accuracy and timely delivery of quotations for residential home envelope products.
- Establish and monitor quotation turnaround standards appropriate to the type and complexity of the customer request.
- Ensure quotations clearly reflect customer requirements, product specifications, pricing, options, delivery expectations and applicable terms.
- Implement consistent follow-up procedures for outstanding quotations, ensuring prospective customers are contacted at appropriate intervals.
- Monitor quotation conversion rates, outstanding opportunities, lost sales and reasons for unsuccessful quotations.
- Coach sales personnel in effective follow-up, objection handling, product presentation, negotiation and closing techniques.
- Personally assist with complex customer inquiries, significant quotations and opportunities requiring additional sales support.
- Ensure accepted quotations are accurately converted into confirmed orders with complete information for production, purchasing, delivery or installation.
- Identify and implement improvements to reduce quotation delays, increase conversion rates and improve the overall customer purchasing experience.
Sales Planning, Revenue & Profitability
- Develop and implement practical sales plans aligned with Northerm's revenue, margin and growth objectives.
- Monitor sales performance across product categories, customer segments and new construction versus renovation and replacement markets.
- Establish and track sales targets, quotation activity, conversion rates, average transaction values and gross margins.
- Maintain accurate sales forecasts and identify emerging opportunities or risks.
- Ensure pricing policies, discounting guidelines and approval requirements are consistently followed.
- Review significant or non-standard quotations to ensure appropriate pricing and profitability.
- Identify opportunities to increase average transaction value through complementary products, upgrades and related sales.
- Provide recommendations regarding product offerings, pricing, customer service and sales processes to improve performance.
Product Sales, Residential Design & Customer Solutions
- Develop and maintain strong knowledge of Northerm's residential product offerings, including windows, exterior doors, garage doors, skylights and other home envelope products.
- Ensure the sales team understands product features, performance characteristics, installation considerations, options and appropriate applications.
- Support customers in identifying suitable products for new construction, renovation and replacement projects.
- Assist customers, builders and renovation contractors in evaluating products from both functional and aesthetic perspectives, including styles, finishes, materials, proportions and their integration into residential building designs.
- Promote solutions appropriate to Yukon's northern climate, including energy efficiency, durability, weather performance and long-term value.
- Work collaboratively with homeowners, builders, designers and architects to identify product solutions that complement residential design objectives while meeting performance, budget and installation requirements.
- Support the interpretation of residential building plans and architectural drawings to assist with product selection, quotation preparation and customer consultations.
- Work with product suppliers, manufacturers and internal technical personnel to maintain current product knowledge and resolve customer questions.
- Support the introduction of new product lines through employee training, sales materials, pricing processes and customer communication.
- Contribute to the development of Northerm's proposed Home Design Center, including recommendations regarding product displays, customer consultation processes, design resources and the overall customer experience.
- Identify opportunities to present coordinated home envelope solutions that encourage complementary product sales and enhance the customer purchasing experience.
Builder, Contractor & Key Customer Relationships
- Develop and maintain relationships with residential builders, renovation contractors, developers, residential designers and other key customers throughout Whitehorse and Yukon.
- Ensure builder and contractor inquiries, quotations and orders receive timely and consistent attention.
- Identify opportunities to strengthen repeat business and position Northerm as a preferred supplier of home envelope products.
- Conduct periodic customer visits and meetings to maintain relationships, understand upcoming projects and identify opportunities.
- Support targeted outreach to prospective builders, contractors and other relevant customers.
- Monitor local residential construction and renovation activity to identify emerging sales opportunities.
- Maintain relationships with key customers and assist in resolving significant service or commercial issues.
Marketing Coordination & Lead Conversion
- Work closely with the Digital Marketing Specialist and business leadership to support campaigns targeting residential new construction and renovation and replacement customers in Yukon.
- Provide input on product priorities, seasonal opportunities, customer needs and sales messaging.
- Ensure the sales team is prepared to respond effectively to inquiries generated by digital advertising, website campaigns and other marketing initiatives.
- Track marketing-generated inquiries through quotation, follow-up and final sales outcome.
- Provide feedback on lead quality, conversion performance, common customer questions and reasons for lost sales.
- Identify opportunities for customer testimonials, project photographs, referral programs and other initiatives supporting residential sales.
- Coordinate with the Digital Marketing Specialist to improve website inquiry forms, calls to action and other lead-capture processes.
- Support marketing initiatives that promote Northerm's expanding home envelope product offerings and future Home Design Center.
Sales Systems, Processes & Continuous Improvement
- Establish and maintain consistent sales processes from initial inquiry through quotation, follow-up, order confirmation and handoff to operations.
- Ensure effective use of CRM, quotation, estimating and order management systems.
- Identify opportunities to automate routine administrative activities and improve sales team productivity.
- Develop practical reporting tools and performance dashboards to monitor sales activity and results.
- Review sales processes regularly to identify inefficiencies, delays and opportunities to improve customer service.
- Ensure accurate customer records, quotation histories, follow-up activities and sales documentation are maintained.
- Support the implementation of new sales technologies, including appropriate AI-enabled tools, where they improve efficiency, responsiveness or customer experience.
Coordination with Production & Operations
- Work closely with production, purchasing, scheduling, delivery and installation personnel to ensure effective coordination between sales commitments and operational capabilities.
- Ensure customer orders contain complete and accurate product specifications, measurements, options and delivery requirements.
- Maintain clear communication regarding production lead times, product availability and delivery expectations.
- Support the resolution of order discrepancies, customer concerns and other issues affecting the sales process.
- Identify recurring operational issues that affect customer satisfaction or sales performance and work collaboratively to address them.
Sales Reporting & Performance Management
- Prepare regular reports on sales revenue, gross margins, inquiry volumes, quotation activity, conversion rates, outstanding opportunities and sales forecasts.
- Monitor individual sales performance, response times, quotation turnaround and follow-up activity.
- Identify reasons for lost sales and recommend improvements.
- Provide clear, concise updates to the President or Director of Sales & Marketing regarding results, trends, risks and opportunities.
- Recommend corrective actions where performance falls below expectations.
QUALIFICATIONS & EXPERIENCE
- Post-secondary education in Business, Sales, Marketing or a related discipline, or an equivalent combination of education and practical experience.
- Minimum of five years of progressive sales experience, preferably including responsibility for supervising or managing sales personnel.
- Demonstrated experience managing customer inquiries, quotations, sales pipelines and conversion processes.
- Experience in windows, doors, garage doors, building products, residential construction, renovation or a related industry would be a strong asset.
- Education, training or practical experience in residential home design, architectural technology, architectural design, interior design or a related discipline would be considered a strong asset.
- Familiarity with residential building plans, architectural drawings, design principles and the integration of windows, doors and other home envelope products into residential construction would be an asset.
- Strong understanding of residential customer sales processes, including consultative selling, quotation preparation, follow-up and closing.
- Experience managing sales activity involving both homeowners and professional builders or contractors.
- Demonstrated ability to improve sales processes, customer responsiveness and team productivity.
- Strong commercial understanding of pricing, margins, sales targets and profitability.
- Experience using CRM, estimating, quotation or order management systems.
- Strong computer skills, including Microsoft Office and familiarity with digital sales and customer management tools.
- Valid driver's license and ability to travel within Yukon as required.
KNOWLEDGE, SKILLS & ATTRIBUTES
The successful candidate will demonstrate:
- Sales leadership – Ability to establish expectations, coach employees, monitor performance and build an effective sales team.
- Customer responsiveness – A strong commitment to timely, professional service and effective management of customer inquiries.
- Process orientation – Ability to develop efficient, consistent sales processes and ensure opportunities do not fall through the cracks.
- Sales conversion focus – Strong understanding of quotation follow-up, objection handling and techniques for converting inquiries into confirmed sales.
- Commercial judgment – Understanding of pricing, margins, profitability and the financial implications of sales decisions.
- Technical and design aptitude – Ability to develop detailed knowledge of home envelope products, residential design considerations, product applications and performance requirements.
- Customer consultation – Ability to understand customer preferences and assist with product selection that balances aesthetics, functionality, energy performance and budget.
- Organization and attention to detail – Ability to manage high volumes of inquiries, quotations and customer requirements accurately and efficiently.
- Analytical ability – Comfortable using sales data and performance indicators to identify problems and guide improvements.
- Relationship management – Ability to build and maintain strong relationships with homeowners, builders, contractors and other customers.
- Collaboration – Ability to work effectively with marketing, production, purchasing, installation and other operational teams.
- Initiative and adaptability – Willingness to improve processes, adopt new technologies and support the introduction of new product lines.
WORKING CONDITIONS
This is a full-time, Whitehorse-based position requiring regular interaction with customers, employees and operational departments. The role involves a combination of office-based work, showroom or customer-facing activities, customer meetings and occasional site visits throughout Yukon.
Relocation assistance is available for the successful candidate should they reside outside of Whitehorse.
KEY PERFORMANCE EXPECTATIONS
Performance will be evaluated against objectives established with the President or Director of Sales & Marketing, including:
- Achievement of residential sales revenue and gross margin targets.
- Timeliness and quality of responses to customer inquiries.
- Quotation turnaround times and management of outstanding quotation requests.
- Quotation-to-order conversion rates and effective follow-up of sales opportunities.
- Growth in renovation and replacement sales and residential new construction sales.
- Effective conversion of digital marketing-generated inquiries into qualified sales and confirmed orders.
- Development and retention of builder, contractor and key customer relationships.
- Effective support for the introduction of new home envelope products and development of the Home Design Center concept.
- Accuracy and completeness of sales orders and effective coordination with operations.
- Individual and team sales productivity, performance and development.
- Customer satisfaction and continuous improvement in sales processes and systems.
As a 100% First Nation-owned business, we strongly encourage submissions from qualified Yukon First Nation Citizens and First Nation, Metis and Inuit Peoples from across Yukon and other territories and provinces.
While we thank and appreciate all applicants, only those selected for an interview will be contacted.
No calls or agencies, please.
