Interim Head of Sales and Service, Asia & Africa (9-12 Months FTC)

Office: London

Role Purpose

 

The Interim Head of Sales & Service for Asia & Africa will have the overall responsibility for the continious development and execution of sales & service for Asia & Africa across Imagine Travel & Scott Dunn including guest experience and relationship management.

Reporting directly to the Sales Director, the Interim HoSS will be responsible for establishing and maintaining a dynamic sales culture, working closely with their direct reports (Interim Sales & Service Manager Asia, Sales and Service Manager Africa and Team Leader Imagine Africa) and the wider team (22+ Travel Consultants) to drive further, profitable growth across all destinations and channels.

The Interim HoSS will need to act as the ‘voice of the customer’ working closely with the Sales Director, Guest Relations Manager, Product, Marketing and Operations, to ensure that all guests benefit from the best possible service levels as well as the most exciting, relevant and unique travel experiences.

The Interim HoSS will be accountable for delivering the expected sales revenue and gross profit, whilst sharing collective responsibility with the sales director and management team for delivery of the broader P&L.

 

Responsibilities

 

  1. Lead, coach and inspire the Asia & Africa sales teams
  2. Ensure a ‘best practice’ approach to sales & service ensuring consistent guest experience with brand tailoring is implemented
  3. Ensure the sales team deliver successful outcomes whilst providing an exceptional guest experience
  4. Establish a proactive, customer-service driven sales environment
  5. Ensure targets are met through careful performance management

 

 

Duties

The duties that derive from these responsibilities include:

  • Ongoing, regular face to face performance management and coaching of the team
  • Overseeing and continually improving the booking process to increase conversion
  • Weekly team meetings and face to face communications with the sales team
  • Monitoring and improving progress towards sales and gross profit targets and reporting on performance on a daily and weeky basis, and provision of relevant information for monthly reporting
  • Maintain staffing levels in the sales teams on both near and long term basis – to include input into recruitment, rota planning, management of and recording of absence and annual leave
  • Ensure offers and discounts are used to best effect to maximise sales
  • To mentor teams in dealing with guest issues to ensure any complaints are dealt with appropriately
  • Working with the Sales Operations Manager to identify regular errors / issues that could be overcome through additional training, process improvement or systems development
  • Identify and secure new business development opportunities to support the growth in sales
  • Working together with the relevant Destination Managers to put together the annual fam trip plan – ensuring this plan is monitored, budgets controlled, and the teams deliver against their fam trip objectives
  • Providing input for the ongoing development of the in house reservation system
  • Represent Scott Dunn & Imagine Travel at external events and with key suppliers – be a key advocate of LTG
  • Any other duties as management may reasonably require from time to time

 

Competencies and experience

 

  • A sophtiscated, commercial and proven Head of Sales, or Senior Sales Manager
  • Natural affinity with premium and/or luxury travel
  • Proven track record of managing a service led, phone-based sales team
  • Strong sales acumen, with a proven ability to identify, develop and coach best-in-class sales teams
  • Proven track record of success with a service led B2C environment, where exceptional relationships are integral to revenue and profit growth
  • Truly exceptional leadership skills, with the capability to motivate and develop a growing team, leading by example and establishing the optimal culture to help grow the business
  • Excellent grasp of business financials
  • Highly developed decision-making, problem solving and interpersonal skills, with the ability to communicate and collaborate effectively both cross-functionally and at all levels within the organisation
  • Self-motivated, organised, flexible and able to work well under pressure

 

Benefits

We offer very competitive salaries and a great benefits package including the following:

  • Contributory pension
  • ‘Cycle to work’ scheme
  • Childcare vouchers
  • Subsidised private healthcare
  • Subsidised private dental care
  • Company loyalty scheme
  • Scott Dunn travel discounts
  • Travel insurance