Sales & Service Manager (9-12 months FTC)

Office: London

Role Purpose

Responsible for managing the sales & service of the Asia team in order to deliver and exceed revenue budgets and service targets for the sales & service programme.
Responsibilities

1. Ensure excellent management of the team’s bookings from initial enquiry to return home and next booking
2. Team management – recruitment, training, mentoring performance management and administration to maximise their potential and growth within the company
3. After sales service – manage guest feedback and encouraging further bookings and loyalty
4. Manage and promote our repeat guest strategy within the business
5. Assisting the Management Team and Head of Sales and Service to make changes in working practises to aid continuous improvements in sales and service for our guests and implementing this with your team.
6. Manage the team’s high standard of service to enquiring guests, new and old, in order to deliver high conversion rates, revenue growth and guest loyalty
7. Contribute to the marketing of our holidays to high standards of accuracy & attractiveness – via website, collateral direct guest contact and other channels
8. Provide input as required into planning of accommodation and other product areas (ground handlers), to include selection and pricing thereof. To liaise with Commercial team and Product Managers to ensure that preferred suppliers are prioritised by the sales team, and margins are maximised
9. Close liaison with Marketing, Commercial, Loyalty, HR and Product teams to ensure that the Travel Coordination team is working efficiently with these other functions

The duties that derive from these responsibilities include:

• Overseeing your team’s performance and continually improve the booking process to optimise conversion and ensure that the guest experience of booking a holiday is efficient and meets high standards of service
• Monitoring and improve progress towards sales and GP targets and reporting on performance
• Efficient collecting, recording and responding to guest feedback
• Maintaining of staffing levels in the sales team on both a short and long term basis – to include input into recruitment, rota planning, management of and recording of absence and annual leave
• Performance management of the team to include training, KPIs, regular reviews, Your Space meetings
• Conducting weekly meetings and monthly 121’s
• Managing administration of team’s existing bookings, issuing of documentation, collection of monies due and reconfirmation of departures
• Management of any online product offering for the team, including product loading, inventory management and fulfilment
• Ensure fam trips are planned and budgeted, plus guidelines are followed and post fam work is all completed within the set timeframes
• Complete all reporting to the Head of Sales and Service on a weekly and monthly basis as required
• Contribute towards the marketing of holidays by maintaining website pages, assisting with related collateral and helping with other aspects such as PR and promotional campaigns as required
• Making sure offers and discounts are used to best effect in order to maximise sales
• Understanding the competitive market and keeping the Commercial team updated with market developments
• Troubleshooting any guest issues pre, during and post departure, including dealing with complaints
• Handling out of hours emergency calls for guests
• Contribute to new product development in conjunction with Head of Sales and Service Tailormade and and the product team
• Providing input to the IT Director and Product Director for the ongoing development of the in house reservation system in relation to the products
• Motivate, engage and inspire your team to deliver in a fun and educational environment
• Such other duties as management may reasonably require from time to time

ESSENTIAL REQUIREMENTS

• Proven Sales Management experience
• Proven leadership and coaching qualities
• Recruitment and traning of new team members
• Exeuction of performance management
• Handling out of hours emergencies
• Working within margin guidelines
• Developing incentive and commison schemes
• Progressive and dynamic mindset
• Proficent on excel to an advance level (pivot tables, formulae etc)

 

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
  • Familiarisation trips (for Travel Consultants)