Senior Sales Team Manager - Managed Accounts

Job Posting:

Since 1953, Ferguson has been a source of quality supplies for a variety of industries. Together We Build Better infrastructure, better homes and better businesses. We exist to make our customers’ complex projects simple, successful, and sustainable. We proactively solve problems, adapt and grow to continuously serve our customers, communities and each other. Ferguson, a Fortune 500 company, is proud to provide best-in-class products, service and capabilities across the following industries: Commercial/Mechanical, Facilities Supply, Fire and Fabrication, HVAC, Industrial, Residential Trade, Residential Building and Remodel, Waterworks and Residential Digital Commerce. Ferguson has approximately 36,000 associates across 1,700 locations. Ferguson is a community of proud associates who operate with the shared purpose of building something meaningful. You will build a career that you are proud of, at a company you can believe in.

Ferguson is now seeking a Senior Sales Team Manager responsible for leading and developing a group of Digital Sales Associates! This leader will drive customer growth, digital tool adoption, and retention within Ferguson Home’s digital ecosystem. A core focus of the role is overseeing outbound engagement efforts, ensuring customers are proactively profiled and accurately directed to the best channel, Outside Sales, Digital Account Management, Showroom or Inbound Sales for long-term success. This leader will balance new customer acquisition, retention of high-value digital accounts, and seamless support for local and digital customer transitions. Success requires a strong blend of people leadership, operational excellence, and a customer-first approach. The manager will be instrumental in building scalable processes, delivering incremental revenue, and strengthening Ferguson’s digital footprint among Residential Builder Professional Customers.

This role is approved to be fully remote and can be based anywhere in the United States. 

Core Role Responsibilities:

Team Leadership & Development

• Onboard, train, and coach a team of Digital Customer Service Representatives.
• Develop individualized performance and growth plans for team members.
• Monitor KPIs daily, providing ongoing coaching and documented feedback.
• Foster a culture of accountability, customer focus, and continuous improvement.
• Equip the team with effective outbound call scripts, discovery questions, and playbooks to consistently profile customers and guide them through the journey.

Outbound Profiling & Customer Journey

• Lead outbound engagement efforts, ensuring reps proactively contact customers to build complete business profiles.
• Assess and document customer fit, directing them to the right service channel— Outside Sales, Digital Account Management, Showroom, or Web.
• Partner with Managed Accounts leadership to define the key questions, data points, and workflows required to transition customers effectively.

Customer Acquisition & Retention

• Drive the acquisition of new and underserved customers, onboarding them into Ferguson’s digital ecosystem.
• Build retention strategies for top-tier customers, ensuring consistent value delivery and satisfaction.
• Leverage customer data and insights to identify growth and loyalty opportunities.

Sales & Profitability Growth

• Ensure the team uncovers all potential revenue opportunities through proactive outreach.
• Promote Own Brands and category growth initiatives to increase profitability.
• Drive digital adoption metrics, including increased online ordering and usage of Ferguson Home.

Operational Management

• Oversee team productivity, scheduling, labor hours, and adherence to service levels.
• Ensure accurate handling of account transitions, ownership validations, relocations, and digital onboarding.
• Standardize processes, create playbooks, and streamline workflows to improve efficiency.

Cross-Functional Collaboration

• Partner with Digital Account Managers, Showrooms, and Outside Sales teams to ensure seamless customer experience.
• Act as a liaison between Digital Sales Operations, Inbound Sales and Managed Accounts to align customer support strategies.

Key Performance Indicators

• Achievement of monthly/quarterly sales revenue and gross profit goals.
• Increase in customer acquisition and onboarding through digital platforms.
• Retention rate of top digital customers.
• Digital adoption growth across customer base.
• Gross Profit margin maintained at 30%+.
• % of customers successfully profiled and placed in correct channel (Outside Sales, Digital Account Management, Showrooms or Inbound Sales)
• Outbound activity and customer profile completeness (call volume, script usage, data captured)

Qualifications

• 7+ years in Sales, Account Management, or Customer Success, including 3–5 years in a leadership role
• Proven track record in building and leading high-performing teams.
• Strong digital competence with experience in e-commerce platforms.
• Excellent problem-solving, coaching, and communication skills.
• Strong organizational and analytical abilities to monitor KPIs and manage performance.
• Experience collaborating across residential building markets, showrooms, and digital sales environments.
• Experience designing customer journey workflows, scripts, or playbooks in a sales or customer success environment.
• Change management skills to influence adoption of new processes and tools.
• Leadership: Inspires, develops, and holds team accountable to results.

Competencies

• Analytical and Data Driven Leadership: Uses customer insights, data, and KPIs to guide strategy and decision-making
• Journey Mapping: Understands end-to-end customer lifecycle and directs resources to enhance outcomes.
• Customer Focus: Builds strategies around acquisition, retention, and loyalty.
• Sales & Profitability Approach: Balances customer satisfaction with revenue growth.
• Strategic Thinking: Anticipates customer and business needs, aligning resources accordingly.
• Adaptability: Thrives in a dynamic, evolving digital-first environment.
• Execution: Consistently meets or exceeds goals
• Proficiency in Salesforce CRM, FergusonHome.com, OMC, Trilogie, Power BI, and Excel.
• Advanced skills in KPI tracking, reporting, and process development and improvement.

Internal Skills

At Ferguson, we care for each other. We value our well-being just as much as our hard work. We are committed to a holistic approach towards benefits plans and programs that support the mental, physical and financial well-being of our associates. Our competitive offering not only includes benefits like health, dental, vision, paid time off, life insurance and a 401(k) with a company match, but our associates also enjoy additional meaningful and inclusive enhancements that are adaptable to their diverse situations and needs, including mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities and more!

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Pay Range:

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Actual pay rate may vary depending upon location. The estimated pay range for this position is below. The specific rate will depend on a candidate’s qualifications and prior experience.

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$5,175.00 - $11,275.00

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Estimated Ranges displayed are Monthly for Salaried roles OR Hourly for all other roles.

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This role is Bonus or Incentive Plan eligible.

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Ferguson complies with all wage regulations. The starting wage may be higher in certain locations based on local or state wage requirements.

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The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.

Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.

Equal Employment Opportunity and Reasonable Accommodation Information