Senior Manager, SMB Sales Programs

Choice Hotels International is one of the largest lodging franchisors in the world, and they are seeking a Senior Manager for their SMB Sales Programs. This role involves managing outsourced sales teams, vendor relationships, and operational standards to drive sales growth for small and medium businesses.

Responsibilities:

• Own the day-to-day management of outsourced/remote sales vendors and internal remote teams delivering both inbound and outbound SMB sales activity
• Lead vendor selection, contracting (SOWs, SLAs, KPIs), onboarding and ongoing performance management; conduct regular vendor governance and scorecards
• Define and manage commercial arrangements with partners (budgeting, cost per lead/conversion, performance guarantees) in partnership with Procurement and Finance
• Design outsourced local sales offers that franchisees can subscribe to — defining scope, pricing, SLA commitments, reporting deliverables and onboarding processes
• Create franchisee enablement materials, including program guides, onboarding checklists, CRM workflows and reporting templates that integrate with franchisee systems and Choice platforms
• Lead franchisee onboarding for outsourced offers and act as the primary operational point of contact for franchisee queries and escalations
• Manage to a set of business development goals for sales vendors and programs (i.e. customer acquisition, revenue growth, etc.)
• Monitor leading indicators (lead volume, conversion rates, pipeline, etc.) and ROI associated with programs to inform program roadmap and expansion decisions
• Build and execute workforce plans (capacity, scheduling, shrinkage, coverage) to meet volume and service targets; partner with vendor WFM teams to manage real-time staffing
• Oversee quality assurance, call monitoring, coaching programs, and agent certification processes to ensure high-quality customer interactions and consistent messaging
• Develop and maintain playbooks, scripts, objection handling guides, and escalation workflows for outbound and inbound sales motions
• Ensure customer experience metrics (NPS, etc.) for SMB/local customers meet expectations
• Lead incident management for critical customer experience issues (rate visibility issues, service complaints), conduct root-cause analysis and drive remediation plans with partners
• Ensure seamless handoffs between remote teams, franchisees and hotel operations to deliver a cohesive customer experience

Requirements:

• 5+ years of experience managing sales teams or outsourced sales programs; experience in hospitality, travel, franchising or services industries strongly preferred
• Experience managing vendor or partner performance, preferably in revenue-generating capacities such as outsourced sales
• Demonstrated experience designing subscription or commercial offers for franchisees is highly desirable
• Proficiency in Salesforce (or equivalent CRM)
• Excel skills (modeling, scenario analysis) and experience with BI tools (Tableau, Power BI) and SQL
• Advanced Excel skills and comfort with analytics tools (Tableau, Power BI, SQL) to build dashboards, reconciliation processes and A/B tests
• Ability to travel up to 10-20% for leadership offsites, sales kick-offs, and cross-functional planning sessions
• Excellent vendor negotiation and contract management skills, with the ability to translate commercial objectives into operational SLAs
• Financial/commercial acumen, including the ability to build and model fee-based offers
• Exceptional communication and coaching skills; ability to present program performance to franchisee leaders and senior internal stakeholders
• Bachelor's Degree in business administration, marketing, sales or related field preferred