Head of Sales

Head of Sales

Location: Big League Movers – Memphis, TN
Reports To: President
Role Type: Full-Time | Exempt
Leadership Role | System Owner | Real-Time Operating Responsibility

Role Purpose

The Head of Sales owns the full sales execution engine at Big League Movers.

This role ensures every inbound lead is handled correctly, every sales representative executes to standard, every booked job is sold accurately, and leadership has real-time visibility into performance, risks, and recovery plans.

This is a working leadership role. The Head of Sales leads, enforces standards, intervenes in real time, and protects the customer experience before issues surface externally.

This role is not a volume closer. Call taking occurs only as final queue coverage, for quality control, authority intervention, or staffing gaps.

What Success Looks Like

• Revenue is predictable and paced against plan


• Booking quality protects labor and operations


• No lead goes unworked or mishandled


• CRM data is clean, auditable, and trusted


• Sales behavior issues are corrected before customers feel impact


• Red and Yellow metrics always have an active recovery plan

Core Accountability Areas

• Revenue pacing vs. plan


• Booking rate performance


• Speed-to-lead compliance


• Follow-up execution


• CRM data integrity


• Estimate quality and labor protection


• Sales activity discipline


• Call coverage and responsiveness


• Alignment with dispatch and operations

Daily Operating Cadence & Responsibilities

Dispatch Launch Presence – 6:15 AM (Non-Negotiable)

The Head of Sales is required to be physically or virtually present at dispatch launch each business day.

This is not operational ownership, but a leadership presence focused on:

• Readiness, energy, and urgency


• Alignment of people, roles, and communication


• Early identification of risk or breakdown

You act as a leadership signal and early-intervention presence to ensure the day launches tight and focused.

You are responsible for addressing:

• Low energy, distraction, or lack of preparedness


• Role confusion or communication gaps


• Misalignment before customers feel friction

You intervene immediately and directly when standards are not met.

Backup Pusher Coverage (When Short-Staffed Only)

You act as backup pusher only when coverage gaps exist.
This is a contingency responsibility, not a primary function.

Purpose:

• Support flow and coordination


• Prevent breakdowns due to understaffing


• Stabilize launch until coverage is restored

Morning Sales Meeting – 7:15 AM (Non-Negotiable)

You lead a daily execution-focused sales meeting that includes:

• Prior-day performance review


• Red and Yellow metric review


• Identification of execution gaps


• Assignment of corrective actions with ownership


• Reinforcement of standards, urgency, and activity

This meeting is about execution, not storytelling.

Queue Participation & Authority Takeovers

You remain active in the call queue as the final position to:

• Protect coverage during high volume or shortages


• Ensure no quality leads go unanswered


• Observe real-time performance


• Intervene when urgency or quality slips

You perform authority takeovers to:

• Protect conversion


• Reinforce pricing integrity


• Set accurate expectations


• De-escalate confusion


• Preserve trust and professionalism

Midday Performance Checkpoint

You conduct a daily midday checkpoint to ensure pacing, including:

• Missed call recovery


• Rep pacing toward:
  
  
  
  • 75 outbound attempts
  
  
  • 4 hours of talk time
  
  
  
  


• Immediate intervention when standards are not met

End-of-Day CRM Audit

Each day you perform a SmartMoving audit to confirm:

• Correct dispositions and next steps


• Required follow-ups logged


• Accurate job setup and notes


• Complete attribution (“How did you hear about us”)

Coaching points and corrections are prepared for the next morning.

Sales Execution & CRM Ownership

You own all sales execution standards, including:

• Booking quality and expectation setting


• Accurate operational notes and constraints


• Alignment between sales promises and operations


• Daily CRM hygiene and audit readiness

CRM integrity is non-negotiable and enforced daily.

Realtor Program Ownership

The Head of Sales owns the Realtor Program end-to-end.

Personal Realtor Management

• Direct ownership of 100 Realtors from the Top 200 list


• Relationship management, follow-up, issue resolution


• Accountability for experience, trust, and performance

These Realtors are not delegated.

Sales Team Realtor Accountability

• Assign remaining 100 Realtors across sales reps (25 each)


• Enforce contact standards and activity


• Audit follow-through and reassign when standards are not met

Program Oversight

• Ensure every Realtor has a defined owner


• Accurate attribution and tracking in SmartMoving


• Early identification and intervention of at-risk relationships

Growth Expectations

• Attend 3 Realtor meetings per quarter


• Enroll 15 new Realtors per quarter into the Pivot Affiliate Program


• Build and maintain Realtor automation and tracking systems

Every Realtor touchpoint must be trackable.

Reporting & Visibility

Weekly Sales Scoreboard (Due Fridays)

Includes:

• Revenue vs. plan


• Booking rate


• Speed-to-lead


• Follow-up compliance


• Labor percentage


• Pipeline aging


• Close rate by rep


• Discount rate / average ticket

For any Red or Yellow metric:

• Recovery plan


• Assigned ownership


• Expected outcomes

Authority & Boundaries

You have authority to:

• Enforce sales SOPs and scripts


• Manage queues and assignments


• Coach and discipline representatives


• Require activity and reporting standards

You do not have authority to:

• Change pricing or discount policy


• Modify compensation


• Change written SOPs without approval


• Make final hiring or termination decisions

Key Metrics You Own

• Revenue pacing


• Booking rate


• Speed-to-lead


• Follow-up compliance


• CRM audit pass rate


• Labor percentage


• Outbound attempts & talk time


• Missed call recovery


• Job setup accuracy


• Realtor activity, attribution, and growth

Final Clarity

If you are closing deals instead of enforcing systems, the role is being performed incorrectly.
If execution breaks and leadership is surprised, the role is being performed incorrectly.

This role exists to see issues early, act decisively, and protect the customer experience before problems surface.