Sales Manager
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Job Description
Inntravel is a widely respected leading provider of at your own pace selfguided walking cycling and other activity holidays across Europe. This is an exciting time to take on a role with us as we are benefiting from longterm investment to achieve ambitious growth targets deliver digital transformation projects and retain our place as market leader in the selfguided walking holiday market.
You will be part of our bright future our mission envisions our holidays serving as catalysts for personal growth environmental awareness and fostering meaningful connections with both nature and people.
We put people at the heart of everything we do and are proud of the extensive benefits we offer.
This is a hybrid role with a minimum of 2 days per week in our WhitwellontheHill office. Due to the beautiful remote location access to your own transport is essential. Work life balance is important to us and so we are open to discussion on flexible working patterns and parttime working (minimum 4 days per week).
Role:
You will lead all sales contact centre activities to ensure that we smash our budgeted targets and provide excellent service to our customers. The successful candidate will drive significant revenue growth and customer acquisition by maximising and creating sales opportunities that lead to bookings. You will ensure we maintain our award winning levels of customer experience identifying improvements and efficiencies and reducing the time taken to confirm our holidays and improve our response time to customer queries. You will also bring a more commercial focus to this large business area. You will develop and lead a highly motivated and unified sales team which embraces a culture of high achievement and personal responsibility.
Key responsibilities:
- Generate a fun high energy environment with a positive team culture where sales conversions are maximised and staff deliver exceptional customer service.
- Maintain and adjust an incentive structure for the sales team to maximize sales whilst maintaining team cohesion.
- Collaborate with Marketing Commercial and Product on tactical sales campaigns to maximise sales opportunities and customers lifetime value.
- Oversee the team leaders who will manage the day to day work flow and resource management to ensure a consistently high quality and efficient service to customers.
- Define and agree KPIs with the Leadership Team focussing on maximising conversion and boosting revenue. Ensure the team adhere to these protecting Inntravels position as a market leader for customer service.
- Motivate and inspire team leaders to perform in line with KPIs. Set individual targets to help team leaders understand their role in the companys vision and growth plans. Through coaching regular 11s and supporting personal development you will facilitate the improvement of team leaders performance by encouraging them to embrace a culture of continual learning and personal responsibility.
- Be influential in supporting the development of a scalable Omnichannel sales environment to facilitate the management of sales delivery across all channels.
- Provide the team with the tools to enable them to improve our customers experience maximise sales conversions and significantly improve workflow management.
- In conjunction with the wider business reduce our time to book KPI by ascertaining current blockers identifying improvements and redefining processes to significantly improve this metric.
- Take ownership of designing and delivering (with IT) the systems and processes required to give real time visibility to the team.
- Work cross functionally to ensure projects and business initiatives are implemented across the customer operations team.
- Establish a team training program to minimise time taken to onboard and train knowledgeable motivated and effective members and to enable Inntravel to onboard new colleagues effectively in a hybrid environment.
- Oversee recruitment onboarding and training of the new members of the sales team.
- Escalation point for very challenging customer situations/complaints.
- Ensure the Head of Sales and Customer Services has sight of any issues which may impact the businesses ability to achieve current business plans/objectives and also any opportunities it would be advantageous for the senior management of the business to be aware of.
- Deputise for the Head of Sales and Customer Services at Senior Leadership Team level as required.
- Work cross functionally to ensure projects and business initiatives are implemented across the sales team.
- Make sustainability a core consideration in all decisions that are made in this role.
Person:
- Training coaching and development skills which enable you to empower and inspire individual performance and development within your team.
- People management skills including setting clear objectives managing performance giving feedback and holding people accountable.
- Communication skills: Highly confident competent and articulate individual who can communicate professionally across all levels.
- Skilled in implementation of sales strategies that have delivered exceptional results in consumer facing business (travel industry preferred but not essential).
- Innovation and problem solving: Proactively identify problems and bring solutions that will solve them for the customer team and business.
- Planning and implementation skills which ensure initiatives/projects run to time and budget whilst achieving objectives.
We aim to inspire individual discovery and our values will be close to your heart.
Diversity is to be celebrated. Life would be dreary and change would be slow if we all thought the same way. We challenge our ideas each other and our business partners always with respect and kindness.
Inntravel is part of Hotelplan UK a wellestablished and diverse family of specialist tour operators with a long tradition of developing and operating marketleading experiences. The family comprises ski walking and Laplandholidays with Inghams andSantas Lapland; adventure travel with Explore; and selfguided holidays with Inntravel. Sustainability and responsible tourism is at the core of everything we do and should be a passion for everyone employed by the group.
Employment Type
Full Time
