Director, Small Group Journeys

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

• Minimum 5 years sales/customer service management in luxury market preferred
• Luxury travel industry experience preferred
• Bachelor’s degree required or relevant work experience

• International travel may be required (and maintain a current passport)
• Evening and weekend hours may be required

• $110,000 - $125,000; position is bonus eligible