Description
This award recognises an exceptional Sales and/or Retention Team Leader who inspires, develops and leads a high-performing team to deliver outstanding commercial results, customer outcomes and colleague engagement.
The nominee will typically lead a team of up to 12 colleagues and be responsible for creating a culture in which customer-focused sales and/or retention activities drive sustainable business growth, customer loyalty, and long-term value.
This category is open to leaders operating across voice, digital or multi-channel environments and includes leaders responsible for sales teams, retention teams or combined sales and retention functions.
The nominee should describe the most significant contribution they have made during the previous 12 months and demonstrate the difference it has made through their leadership, commercial performance and overall contribution to organisational success.
The nominee should also explain what sets them apart from other leaders and why they deserve recognition.
The winning individual will have demonstrated outstanding achievement against some, or all, of the following criteria:
Achievement & Contribution
• Consistently leads a high-performing team that achieves or exceeds sales, retention and performance objectives.
• Demonstrates strong commercial awareness and uses insight, data and performance measures to drive results.
• Creates a clear vision and direction that inspires colleagues to achieve success.
• Successfully balances commercial performance with customer outcomes and service excellence.
• Implements strategies and initiatives that contribute to sustainable business growth, customer loyalty and retention.
Impact
• Delivers measurable improvements in sales performance, customer retention, customer value or business outcomes.
• Demonstrates a positive impact on customer experience through value-led, customer-focused interactions.
• Uses coaching, performance management and development to improve individual and team performance.
• Provides evidence of sustained results and long-term value creation.
• Demonstrates commercial impact through revenue growth, retention improvements, efficiency gains or other measurable outcomes.
Collaboration & Influence
• Builds a positive, engaged and high-performing team culture.
• Develops colleagues through coaching, mentoring and ongoing support.
• Creates an environment where individuals feel empowered, accountable and motivated to succeed.
• Demonstrates a genuine commitment to colleague wellbeing, inclusion and development.
• Works collaboratively with peers and stakeholders to achieve wider organisational goals.
Innovation & Differentiation
• Introduces new ideas, approaches or initiatives that improve sales performance, retention outcomes or customer experience.
• Adopts best practice and learning from within and beyond the contact centre industry.
• Demonstrates a willingness to challenge traditional approaches and continuously improve.
• Acts as a role model for professionalism, leadership and customer-focused commercial excellence.
• Goes beyond expected standards to deliver meaningful and lasting results.
The strongest entries will demonstrate not only exceptional commercial performance, but also measurable impact, inspirational leadership and a clear contribution to customers, colleagues and organisational success.