A&K Manager, Small Group Journeys

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 SGJ team to achieve annual sales goals and be accountable for such.
• Make recommendations for process, procedure, reporting, and technology improvements.
• Manage SGJ Sales Assistants to ensure administrative booking tasks are completed in a timely manner.
• Coach and mentor, all team members to ensure A&K Sales and Service standards are met.
• Ongoing performance management against monthly sales goals and annual Objective goals
• Collaborate with SGJ Specialists on new hire training including maintaining and updating training materials and training schedule for all new staff and continuing training and best practices.
• Collaborate with the Documentation team to ensure seamless transition and continuity related to sales and documentation.
• Resolve escalated problem files with team members.
• Provide guidance on booking financials as needed.
• Manage and monitor call queues to ensure appropriate phone coverage.
• Ensure Familiarization trips (fams) are scheduled to maximize destination/product knowledge.
• 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.
• Administrative duties (ie: weekly reports, scheduling, payroll, etc)

Skills and Abilities

• 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 customer service demeanour.
• Excellent organizational skills, attention to detail, and analytical skills required.
• Good judgment and problem-solving skills.
• Ability to work in a team environment.
• 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.
• Must be able to read/write/speak English.

Requirements

Education and Experience

• Bachelor's degree required or relevant experience
• Minimum five years experience in sales/customer service management preferred.
• Travel industry and call center management experience preferred.

Special requirements

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