The posting
Job Description:
Position Summary:
Drive sales growth and achieve annual revenue goals through effective, consistent leadership and strategic management. Provide clear direction, accountability, and operational continuity while developing high-performing team, optimizing performance, and identifying opportunities to increase productivity.
Responsibilities and Accountabilities:
- Drive Small Group Journey team to achieve annual sales goals and increase conversions
- Implement sales strategies and reporting metrics to measure, analyse and evaluate the effectiveness of the team
- Collaborate and support Manager(s) and Team Lead(s) to coach and mentor all team members to ensure A&K Sales and Service standards are met
- Oversee and monitor CRM lead nurturing and management process, including lead generation, qualification, prioritization, assignment, follow-up, and conversion
- Manage daily oversight of E-chat staff, scheduling and all E-chat operations
- Provide leadership and oversight to Outbound Consultants through ongoing coaching, performance management, and feedback, while driving consistent execution of CRM standards, sales processes, and operational procedures
- Collaborate with Training team to ensure training priorities are identified and applicable programs/curriculum are created and implemented
- Build leadership capability at all levels, ensuring Managers are effective performance coaches who drive accountability and results
- Conduct regular call listening and provide timely, constructive feedback to identify performance gaps, reinforce best practices, and support continuous improvement in quality and service
- Collaborate with Operations team to ensure seamless transition and continuity related to sales, service and documentation
- Monitor variety of Small Group Journey reports and procedures being utilized by the team to create efficiencies and make recommendations for improvements where necessary
- Act as primary point of contact for all A&K management team and Guest Relations with escalated conflict resolution, policy, procedure, destination and technical questions
- Collaborate with DMCs, Third Party Suppliers and other internal departments to facilitate booking processes, close sales and manage service issues
- Leverage daily, weekly, and monthly reporting to proactively identify performance trends, address productivity blockers, close performance gaps, and uncover opportunities to drive revenue growth
- Recommend and drive consistency and communication between teams
- Evaluate and anticipate staffing needs and drive approved hiring and training needs
- Provide guidance to team on booking financials as needed
- Manage and monitor call queues to ensure appropriate phone coverage
- Work with Manager(s), Product and DMC’s to ensure fam trips are scheduled to maximize destination/product knowledge
- Ensure Company policies and procedures are adhered to
Skills and Abilities
- Strong background in coaching-led sales leadership, performance management, and revenue accountability
- Ability to think outside current procedures and drive recommendations
- Proven ability to manage multiple projects with day-to-day operations and prioritize tasks
- Experience operating within global or matrixed organisations
- Effective people management and team building skills
- Proven success in managing sales processes and working with CRM systems
- Strong multi-tasking, organizational and problem-solving skills required
- Ability to work well in stressful situations
- Excellent written and verbal communication skills
- Knowledge of world geography
- Intermediate to advanced computer skills required (Microsoft Word, Excel and PowerPoint) and ability to quickly master new technologies
- Excellent customer service skills
- Proven adaptability to changing situations, procedures, priorities
- Must speak/read/write English – additional languages a plus
Education and Additional Experience
- Minimum 5 years sales/customer service management in luxury market preferred
- Luxury travel industry experience preferred
- Bachelor’s degree required or relevant work experience
Special Requirements
- International travel may be required (and maintain a current passport)
- Evening and weekend hours may be required
Salary Range
- $110,000 - $125,000; position is bonus eligible
Benefits
A&K offers a large portfolio of competitive benefits to all eligible, full-time employees. Some benefits are provided at no cost to the employee, such as group life insurance, short-term and long-term disability, and travel discounts through use of an IATAN Travel Professional card. Other elective benefits include medical, dental, and vision insurance, supplemental life insurance, pre-tax healthcare and dependent FSAs, and a 401(k) plan with generous company match.
This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required by the employee.
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EEO Statement
Abercrombie & Kent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
