Sales and Service Manager, Insurance

AAA Minneapolis is a part of one of the largest membership organizations in the country, and offers so much more than our legendary roadside service. We are a not-for-profit organization that serves Hennepin County and is made up of local Minnesotans who love our community as much as you do. Our products and services span some of the top industries, including travel, financial services, insurance, technology, traffic safety and, of course, automotive. This gives our employees the rare opportunity to be exposed to a variety of fields along with the ability to advance. AAA offers a flexible, supportive, collaborative work environment that prioritizes a healthy work-life balance and is inclusive of diverse backgrounds, beliefs and experiences.

Active Property/Casualty and Life/Health insurance licenses are required.

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POSITION SUMMARY: The Sales & Service Manager is a key driver of success for the insurance sales and service team, responsible for recruiting, developing, and leading a high-performing group. This role ensures exceptional customer service, accelerates sales growth, and optimizes operational efficiency. The Sales & Service Manager will oversee the implementation of sales strategies, foster a culture of continuous improvement, and champion best practices to enhance new business, improve client retention, and maximize revenue growth. By guiding the team through effective coaching and overseeing sales processes, the Sales & Service Manager will play a critical role in delivering measurable results and driving the overall success of the business.

DUTIES AND RESPONSIBILITIES:

Team Leadership & Development:

• Lead the recruitment, onboarding, and training of sales and service team members, ensuring alignment with agency culture, performance standards, and revenue objectives.
• Develop training programs to equip team members with the skills to effectively sell, service, and retain customers.
• Conduct regular evaluations, provide ongoing coaching, and set clear KPIs to drive both sales success and service excellence.
• Ensure team adherence to agency procedures, industry regulations, and best practices, fostering consistency and efficiency.

Sales Strategy & Execution:

• Drive lead generation efforts and establish a structured sales process that maximizes efficiency, conversion rates, and revenue.
• Coach producers on consultative selling, overcoming objections, and cross-selling to increase policy-per-customer ratios.
• Utilize CRM and analytics tools to track performance, refine strategies, and monitor KPIs (call volume, close rates, retention, etc.).

Customer Service & Retention:

• Ensure seamless policy servicing, renewals, and deliver an exceptional client experience.
• Implement structured annual reviews and proactive outreach to improve retention, loyalty, and identify upsell opportunities.
• Handle escalated customer concerns to maintain high retention and satisfaction rates.
• Continuously improve service processes to increase operational efficiency and customer experience.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

• Active Property/Casualty and Life/Health insurance licenses are required.
• Bachelor’s degree in business, marketing, or a related field is preferred.
• Minimum of 5 years of experience in insurance sales and customer service, including at least 2 years in a leadership role managing sales and service teams.
• Demonstrated success in meeting or exceeding sales targets within an insurance agency environment.

OTHER REQUIREMENTS:

• Proven ability to recruit, coach, and lead a high-performing sales team.
• Expertise in service-driven sales strategies that boost retention and drive revenue growth.
• Strong experience in implementing structured, repeatable processes for lead management, sales conversion, and delivering service excellence.
• Ability to analyze performance metrics to identify opportunities for continuous improvement and optimize outcomes.
• Skilled at collaborating across teams to align sales and service efforts with overall agency goals.

AAA Minneapolis offers a competitive compensation and benefits packages including; medical/dental insurance, 401(k) & 401(k) matching, generous time off, a complimentary AAA Membership and much more!

AAA Minneapolis is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.