Consumer Sales Supervisor (Coach)

Job Summary

This Consumer Sales Supervisor (Coach) is responsible for the overall channel/team management of the Consumer Sales department for the USA market. This position will be responsible for leading the team of sales agents to achieve optimal results for all direct sales. Leveraging both inbound and outbound channels, the Consumer Sales Coach will need to establish an industry leading direct sales team to provide an excellent level of service and conversions directly to passengers looking to sail on Crystal.

Essential Job Duties

• Develop sales strategies and use reporting metrics to measure, analyze and evaluate the effectiveness of the sales team.

• Drive team to achieve annual sales goals and be accountable to department target.

• Make recommendations for process, procedure, reporting and technology improvements.

• Manage administrative booking tasks are completed in a timely manner.

• Build and manage a high-functioning sales force to drive new revenue, liaising with Director of Consumer Sales to establish, grow and maintain the consumer sales channel.

• Maintain, Monitor, and track daily sales targets and outbound department daily targets, metrics, and goals with respect to but not limited to bookings, revenue, dials, and hours.

• Develop consumer sales strategy, goals, and budgets in collaboration with the department head.

• Execute strategy and measure results, providing management with monthly progress and goal reports, maintaining regular dialogue with senior management regarding consumer sales performance.

• Develop and maintain a high level of guest satisfaction for all direct sales channel bookings.

• Direct the team of consumer sales professionals and ensure they have leads and tools to achieve assigned targets.

• Maintain the sales process that reflects a high level of service for outbound sales professionals.

• Develop and implement lead generation and management strategies to ensure high conversion rates.

• Work closely with CRM team to continue growth and ease of use of lead generating software.

• Identify opportunities for increased performance and quality.

• Foster continued growth of department by exceeding set goals.

• Development and management of the first-in-class global sales training program, based on SSC selling model.

• Works collaboratively with various departments to develop and improve training with product knowledge and processes.

• Effectively train and advise local direct sales teams on new programs and initiatives rolling out at a company level.

• Support the department in any and all matters to reach goals.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice.

Work Environment

Works in a typical office environment with quiet-to-moderate noise generated by computer printer, fax machine and light traffic. International travel may be required (and maintain a current passport).

Physical Demands

Requires sitting, standing, walking, bending, and reaching. May require lifting or pushing up to 25 pounds. Requires manual dexterity sufficient to operate standard office machines such as computers, fax machines, calculators, the telephone, and other office equipment.

Expected Hours of Work

The position is full-time and frequently requires working additional time outside of normal business hours. Evening and weekend hours may be required.

Requirements

Education: bachelor’s degree required or equivalent experience.

Experience:

• 5 – 10 years of experience in travel industry sales.
• Extensive international destination knowledge, including Crystal destinations preferred.
• Demonstrated track record of sales success required with a leading luxury travel company.

Skills/Qualifications

• Effective people management and team building skills.
• Strong multi-tasking, organizational and problem-solving skills
• Ability to work in a high pressure, high stress environment.
• Excellent written and verbal communication skills
• Extraordinary Sales ability and superior customer service demeanor
• Excellent organizational skills, attention to detail and analytical skills required.
• Ability to work in a team environment.
• Knowledge of world geography
• Intermediate to advanced computer skills required (Microsoft Word, Excel and Power Point) and ability to quickly master new technologies.
• Experience in Direct/Consumer Sales Management.
• Excellent presentation skills.
• Self-motivated and results oriented.
• Fluency in MS Office applications, including Outlook, Word, PowerPoint, and Excel.