World Travel Holdings | Careers | Cruise118 Jobs

Purpose of the role

Reporting to the Sales and Service Director and leading the Luxury/specialist sales teams, you will be the main contact centre person for your brand(s). You will work collaboratively with other managers from around the business to ensure the smooth operation of your department.

You will ensure that you and your team are living and breathing the company values and are always delivering an award-winning service. Managing the wider team through a small team of Team Leaders (TLs), you will coach and develop the TLs to ensure that all concierge are meeting and exceeding targets and key KPI’s, taking immediate action to rectify any underperformance in the wider team.

You will take ownership and accountability for the success and ongoing development of the brand/s and for the delivery of key KPI’s.

What you will be doing

KPI Delivery

• Take a leading and proactive role in achieving and exceeding key KPIs within the sales department through continuous coaching and development of your TLs and in turn their teams.
• Take accountability for the delivery of all key KPIs ensuring that immediate action is taken to identify and address any areas of underperformance.
• Take accountability for delivery of key commercial priorities.
• Monitor and manage the team’s productivity levels to ensure that optimum productivity levels are achieved by all the sales team.
• Ensure the team are delivering an award-winning service through regular call monitoring/scoring.
• Ensure we are growing the marketing database by analysing and monitoring your team’s sign-up performance.
• Highlight areas for incremental sales opportunities with other areas of the business to drive performance and increase nett margin.
• Work closely with Senior Service Manager to reduce volume and cost of write offs and errors whilst maximising customer service.
• Work closely with R&P Manager to manage sales resource and maximise efficiencies.

People

• Conduct and manage annual appraisals (with midyear reviews) in line with company timelines. Set personal development objectives for TL’s and in turn their wider teams.
• Ongoing and continuous coaching and development, motivation and performance monitoring of TLs and in turn their wider teams
• Manage and support TLs with HR Responsibilities (Absence, Attendance, Disciplinary Hearings) in-line with HR Guidance & Policy

Operational & Procedural

• Work with other managers in developing and implementing new operational improvement strategies, policies and processes.
• Communicate any changes to processes and methods in operational protocol to the appropriate stakeholder.

What you need

• Minimum 3 years contact centre sales management experience
• Proven track record of excellent leadership skills
• Experience of managing and developing 1st line managers
• Extensive experience of sales coaching
• Excellent communication skills
• Organised and professional
• Accountable

What you get in return

• Up to £40,000 basic per annum + Monthly commission
• 33 days annual leave (incl. bank holidays) which increases with service
• Hybrid – Chorley office x2 days, working from home x3 days
• Contributory company pension scheme
• Company paid parking permit
• Discounts on cruises and holidays for you & your family
• Annual uncapped concession towards your own cruise holiday
• Discounted travel insurance
• Paid leave day for volunteer charity work or to participate in a fundraising event
• Annual attendance bonus
• Access to an employee discount platform which offers savings on everyday purchases
• Enhanced maternity package
• Enhanced paternity pay
• Refer a friend bonus
• Paid day off work on your birthday
• Training contributions

Our Values

• We deliver – We build plans to focus on the right things, and we make them happen
• We are passionate – we are approachable and direct and straightforward to deal with
• We strive to be better – We push for excellence and innovation in everything we do
• We are connected to our customers – We listen, understand and engage with our customers