Head of Direct Sales

Listing reference: track_001741 Listing status: Online Apply by: 28 August 2026

Position summary

Industry: IT & Internet Job category: Sales Management Location: Randburg Contract: Permanent Remuneration: Market Related EE position: Yes

Introduction

The Head of Direct Sales is responsible for shaping and executing Tracker’s direct sales growth agenda across internal and outsourced call centres, financial services sales, lead generation ecosystems, retention‑focused commercial interventions and selected collections support streams. The role provides strategic leadership, commercial insight and disciplined sales execution to accelerate customer acquisition, strengthen channel performance, enhance compliant sales practices and maximise customer lifetime value. The incumbent must bring deep expertise in sales leadership, financial services distribution, contact centre optimisation and data‑driven commercial management to ensure Tracker achieves sustainable, high‑quality revenue growth.

Job description

Direct Sales Strategy and Growth:

• Develop and execute a comprehensive direct sales strategy across internal call centres, outsourced partners, financial services campaigns, lead generation, retention and related revenue streams.
• Deliver subscription growth through new sales, upgrades, cross‑sell, referrals, re‑contracting and retention‑led commercial initiatives.
• Identify growth opportunities across consumer, fleet, existing customer, partner and digital lead sources.
• Translate market, customer and performance insights into channel strategies that improve revenue, margin and customer outcomes.
• Establish a multi‑year direct sales roadmap that aligns with Tracker’s broader commercial, digital and customer strategies.
• Introduce structured sales forecasting, scenario planning and pipeline management to improve predictability and resource allocation.
• Drive innovation in sales channels, including digital‑assisted selling, hybrid sales models and new commercial propositions.

Financial Services Sales Leadership:

• Lead financial services sales campaigns including insurance, value‑added services, add‑ons and other approved commercial propositions.
• Ensure FAIS‑aligned sales practices, robust customer disclosures and appropriate representative productivity, licensing and competency controls.
• Monitor persistency, quality of sale, customer outcomes, cancellation trends and risk indicators in financial services campaigns.
• Collaborate with Product, Compliance, Finance and Operations to refine offers, pricing, campaign design and customer journeys.
• Strengthen financial services sales capability through targeted training, coaching and competency uplift programmes.
• Implement structured governance routines to monitor FAIS compliance, conduct risk and representative accreditation.
• Drive continuous improvement in financial services conversion funnels, including scripting, objection handling and customer value articulation.

Outsourced Call Centre and Vendor Management:

• Own performance of outsourced call centre partners through clear SLAs, scorecards, governance routines and commercial agreements.
• Manage partner performance across conversion, quality assurance, productivity, contractability, compliance and customer experience.
• Align partner incentive structures with sustainable business outcomes, compliant conduct and quality of sale.
• Drive consistent Tracker standards across all outsourced and internal sales interactions.
• Conduct regular operational audits and capability assessments to ensure partner readiness, compliance and alignment to Tracker standards.
• Strengthen vendor onboarding, contracting and performance‑review processes to ensure commercial value and operational excellence.
• Introduce structured partner development programmes to uplift sales capability, technology utilisation and customer experience delivery.

Lead Generation and Campaign Optimisation:

• Lead the design and execution of lead generation initiatives that support direct acquisition, cross‑sell, upsell and retention objectives.
• Optimise lead source mix, lead quality, allocation logic, dialler strategies, scripting and conversion funnels.
• Use campaign analytics to determine where to scale, stop, redesign or reinvest.
• Collaborate with Marketing and Product teams to align campaigns, propositions, messaging and customer feedback loops.
• Build a performance‑driven lead ecosystem using predictive analytics, segmentation and behavioural insights.
• Introduce structured A/B testing, experimentation and rapid‑cycle optimisation across campaigns and scripts.
• Strengthen governance of lead suppliers, digital partners and data providers to ensure quality, compliance and commercial value.

Retention Sales and Collections Support:

• Lead retention‑focused sales initiatives to protect the customer base, reduce churn and improve customer lifetime value.
• Support collections streams through customer engagement, save offers, re‑contracting opportunities and insights that improve payment recovery while preserving customer relationships.
• Work with Collections, Finance, Customer Experience and Operations to identify segments requiring proactive retention or sales support interventions.
• Develop targeted retention strategies for high‑risk segments using behavioural analytics, customer insights and predictive churn modelling.
• Introduce structured save‑desk capability, including specialised agents, tailored offers and enhanced customer value articulation.
• Strengthen collaboration with Collections to improve early‑stage delinquency management and reduce involuntary churn.

Performance Management, Analytics and Reporting

• Own core performance metrics including conversion rates, contact rates, revenue per agent, cost per acquisition, productivity, persistency, churn and campaign profitability.
• Implement dashboards and management routines that provide real‑time visibility of channel, campaign, partner and agent performance.
• Identify underperformance quickly and lead corrective actions based on data, coaching, process changes or commercial changes.
• Establish a data‑driven performance culture through structured insights, coaching frameworks and continuous improvement routines.
• Introduce predictive analytics and early‑warning indicators to proactively manage risk, performance dips and emerging trends.
• Strengthen reporting accuracy, governance and automation to improve decision‑making and reduce manual effort.

Compliance, Risk and Governance:

• Ensure sales activities comply with applicable FAIS, POPIA, CPA and internal governance requirements.
• Embed quality assurance, call monitoring, documentation and audit‑ready sales processes.
• Actively manage complaints, conduct risk, mis‑selling risk and regulatory findings across internal and outsourced channels.
• Strengthen compliance training, competency uplift and behavioural reinforcement across all sales teams and partners.
• Implement structured conduct‑risk dashboards, monitoring routines and escalation processes.
• Lead remediation initiatives following regulatory findings, audits or compliance breaches to ensure sustainable corrective action.

People Leadership:

• Ensure that the Installation Support team delivers in accordance with the Tracker Values
• Drive the improvement of the Tracker Culture within the team, particularly on management style, communication, customer service excellence and quality
• Attract and retain talent for Installation Support
• Forecast staffing needs based on call volumes and service levels.
• Manage shift schedules and standby Rosters to ensure coverage and reduce burnout.
• Align headcount with workload (e.g. Testing call volumes and reconciliation support tasks).
• Crosstrain staff to improve flexibility and responsiveness.
• Monitor KPIs (e.g. average handling time, fi