Job Description

Description
We are opening a dedicated Head of Sales position for the LATAM region.
The person in this role will be responsible for building and managing the entire Lead-FTD-Retention conversion pipeline in Latin American markets, through outsourced call center partners and internal call managers (more on some later).
This is not a role for someone who only manages a direct sales team. The core of the work is supplier management, operational governance and conversion optimization across a network of outsourced call center partners in the region. The candidate must understand the mechanics of the sales funnel, retention funnels, and the specifics of operating large-scale outsourced call centers.

The role is high impact and highly cross-functional — the person will work closely with Marketing, Payments, Retention, CRM and Analytics on a daily basis.
Requirements
Mandatory criteria for pre-selection of candidates:
3+ years in sales leadership within CFD (required)
Proven experience managing outsourced call centers — not just internal teams: supplier selection, SLA management, performance governance
Solid understanding of LATAM consumer behavior, market particularities and the regulatory environment
Strong knowledge of the mechanics of the lead funnel and outbound/inbound conversion processes
Practical experience with the call center technology stack: telephony, autodialing, AI-based QA tools, CRM systems
Data-driven approach: KPIs, dashboards, cohort analysis
Spanish — C1 or higher, mandatory
English — B2 minimum, required
Responsibilities
What the hired person will be in charge of on a day-to-day basis:
Full responsibility for Lead conversion - FTD - Retention across all LATAM acquisition channels
Ownership of key regional metrics: FTD volume, conversion rate, CAC, Speed-to-Lead, Contact Rate, Cost per FTD, Retention Rate index, Trading Volume
Prospecting (Sourcing), incorporation and management of outsourced call center providers: selection, contracts, SLAs, KPIs, continuous governance
Definition and application of quality standards in outsourced partners: scripts, call flows, QA frameworks, escalation processes
Ensure local regulatory compliance and adapt the sales approach to the cultural particularities of each LATAM market
CRM pipeline ownership: lead routing, stage design, automation and reporting
Coordinate a smooth transition from sales to retention and account management
Cross-functional collaboration with the Marketing, Payments and Compliance teams
Desirable (not exclusive)
Additional languages: Russian or Portuguese
Direct work experience in specific LATAM markets: Mexico, Brazil, Colombia, Argentina
Knowledge about LTV, churn dynamics, and how early sales behavior (e.g., overselling or mistargeting) affects retention results
Understanding the full customer lifecycle - acquisition - activation - retention - reactivation - so the person can make sales decisions that optimize long-term value, not just FTD volume
Working conditions
Full remote
Full-time dedication
"Alignment with the LATAM time zone is expected for daily operations,"