Job Description:
Position Summary:
Achieve annual sales goals by providing effective management and leadership skills.
Responsibilities and Accountabilities:
Develop sales strategies and use reporting metrics to measure, analyze, and evaluate the effectiveness of the sales team
Drive the team to achieve annual sales goals, increase conversions, and be accountable for individual goals
Demonstrate competency of destination knowledge worldwide and product (Small Group Journeys, Private Jet, Inspiring Expeditions)
Support the team in building a client base of repeat business
Point of Contact for next step escalated files for the Outside Sales Directors
Review all HNW proposals for accuracy and ensure inclusion of surprise and delight moments and value in each proposal for the geographic region
Monitor all daily, weekly, and monthly reporting, including driving Net Due follow-up, QC checklist, Weekly follow-up, YOY/MOM statistical reporting by TC and Team, monitor Team production, call volume, lead volume, time on queues, and booking volume daily/weekly/monthly/quarterly, if on track. Review reporting for booking trends, lead trends, and report to the VP
Recommend and drive communication channels across the geographic team and throughout the company
Evaluate the need for new hires and drive approved hiring, adjust staffing to accommodate needs across teams
Administrative staff-related duties, including approval of staff hours, scheduling of PTO
Identify any gaps, evaluate performance, and drive training for staff
Evaluate and monitor team performance and provide approved recommendations for process, procedure, reporting, and technology improvements across all teams.
Coach and mentor the team to ensure A&K Sales and Service standards are met, including call coaching
Ensure the integrity of all sales, purchasing, and pricing models is maintained
Provide guidance on booking financials as needed (ie, margins, profits) to staff
Manage and monitor call queues to ensure appropriate phone coverage
Ensure fam trips are scheduled to maximize destination/product knowledge
Ensure that Company policies and procedures are adhered to
Monitor business cycles to ensure phone coverage during fams, peak sales periods, etc.
Collaborate with DMCs, Third Party Suppliers, and other internal departments to facilitate booking processes, close sales, and manage quality issues
Resolve escalated problem files with team members
Skills and Abilities
Effective people management and team-building skills
Proven success in managing sales processes
Strong multi-tasking, organizational, and problem-solving skills
Ability to work well in stressful situations
Ability to work and contribute to a team environment
Excellent organizational skills
Excellent written and verbal communication skills
Working knowledge of Travel Studio preferred
Knowledge of world geography
Intermediate to advanced computer skills required (Microsoft Word, Excel, and PowerPoint) and the ability to quickly master new technologies
Excellent customer service skills
Proven adaptability to changing situations, procedures, and priorities
Must speak/read/write English – additional languages a plus
Education and Additional Experience
Minimum five years’ experience in sales/customer service management preferred
Bachelor’s degree required or relevant work experience
Luxury travel industry experience preferred
Special Requirements
Evening and weekend hours may be required
International travel may be required (and maintain a current passport)
Salary Range
$75,000 – $85,000 annually
Benefits
A&K offers a large portfolio of competitive benefits to all eligible, fulltime 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 a 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.
EEO Statement
Abercrombie & Kent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.