Job Title
Sales Manager
Reports To
Head of Sales EMEA and Asia Pacific
Function
External Sales
Purpose Statement
To develop and grow the sales performance of the Asia Pacific region / Europe region 2nd tier wholesale. Working in collaboration with the Head of Sales to ensure a positive sales and reservations experience for the business in line with business unit sales and reservations management goals. The incumbent is specifically accountable for relationship management with Agents and sales performance within the reservations teams.
Key Accountabilities
To grow the International Tour Operator business in the Asia Pacific region and EU 2nd tier market:
- To pro-actively develop new clients over and above the existing tour operator client base.
- To service existing client base and to grow this business.
- To keep tour operators updated with our latest information, special offers, etc.
- Monitoring Occupancies to grow the business during the green and shoulder seasons.
- Assist in overall sales strategy for the group, with consequent implementation.
- Identify trends & opportunities in the market place.
- To liaise with other Marketing staff to ensure trade shows are organised in a systematic, timeous manner, to engage as to what is required for these shows and the deadlines thereof.
- Distribution of brochures, rates and any special offers while on sales calls or participating in trade shows.
- Following up with all administration and sales, e.g. by providing detailed sales reports.
- To do presentations on the WS product when visiting tour operators and travel agents in their offices.
- To liaise with Sales / Reservations on any issues relating to the agents and on certain areas of growing the business.
- To write strategy documents & actions plans on growing the business.
- To prepare marketing budgets for the specific market
- Key liaison to international based reps in the market
- Liaising with the Head of Sales / South African MD / Head of Reservations / Trade & Media / other sales managers to share best practices, market updates and agent information.
- Assisting in the collection of Tour Operator data and being able to update internal records accordingly Arm on WW)
- Co-ordinate the Customer Relations Management system / programme once implemented
- Preparing the relevant Tour Operator Sales Figures as required for External Sales Reports
- Preparing Power Point presentations for agent presentations
- Sales meeting feedback in accordance to the sales meetings/updates.
- Preparation of sales reports on return from international trips feedback to the reservation teams
- To follow up on agents travel and media bookings for feedback and comments with Marketing Services and CRT and to internal sales.
- Dedicated assistance for images and information to relevant agents as received directly
- Lead/host key educational trips throughout the regions working with the respective OPS teams to ensure maximum service and engagement to the agents whilst travelling
- Build sound relationships with customers and agents and participate in company CRM systems to record and manage customers relationships.
- Liaise with customers, Wilderness operating companies, Wilderness staff in regions and Partner Product suppliers on an ongoing basis.
- Review product analysis and drive sales.
- Review and manage yield on own and Partner Product.
- Prepare a quarterly forecast on parameters set. This is to be done with the Head of Sales and market reservation managers participation and must be subject to ongoing review.
- Measure sales & GP results against the budget and obtain explanations for any variances from budget.
- Review reports.
- Review unit report including cost per desk and headcount information.
- Will be responsible for setting educational rates and ensure group procedure is
Implement strategy of using scale to the benefit of our agents combined systems development, Wilderness Window/itrvl usage, business methodology etc
- Understand the internal systems to assist agents growing their support for us/with us.
- Obtain a better understanding of their business and where we can improve their business by adding further value.
- Strategize on how this can be implemented within the parameters of our systems.
- Implement and control.
- Liaise with agents build relationships proactively to better understand their business and how we can develop together.
- Maintain correspondence with agents.
- Solve problems & customer complaints expediently working with the Customer Care team/Travel Analysts, the consultant and respective reservation manager accordingly.
- Itinerary / Programme building, offering suggestions to consultants
- New product awareness
- With reference to our Associated Product strategy, analyse the agents AP base.
- Formulate AP strategies in going forward, working with the respective reservations manager and AP team.
- Associated Product to share info on price structure/flexibility/negotiations.
- Being able to leverage off the AP team to further develop and grow the respective agents AP buying, hence increase our DMC offering
- Contributing towards the market strategy to develop & grow our agents from a sales and relationship point of view.
- Contributing to Product development from grassroots to mature product including:
Contributing towards newsletter articles with ideas.
Contributing at strategic, review and other meetings.
Bringing new ideas and concepts to teams attention.
Reading and staying abreast of industry development.
Promoting the development of the Wilderness brand through product offering and service delivery.
Competencies Required
Competency & level of application
Description
BUSINESS ACUMEN
Industry knowledge keeps up to date with local and global trends, new developments, competitor activities, client bases and business drivers impacting on their area of responsibility
Agent insight understands Wildernesss brand and agent base; understands what drives and impacts their decisions; understands the competitors in the market
DELIVERING RESULTS
Focuses on the real issues does the required upfront planning and thinks through all relevant options prior to decision making; identifies and focuses on the key issues; effectively differentiates important from urgent, does not get distracted from what needs to be done.
Consistently Performs maintains a high standard of work when under pressure; sees things to the end even when bored or challenged; approaches problems as a challenge to be overcome.
Targets opportunities identifies and systematically evaluates business opportunities and targets those opportunities with the greatest potential for producing positive business results
Measures and manages delivery ensures the quality of ones own and others outputs in accordance with professional standards and business needs. Finds or creates ways to monitor and measure performance against goals
AGENT (Customer) FOCUS
Treat the customer with respect remains calm and professional, even under pressure; handles upset customers by hearing the customer out and taking personal responsibility for resolving customer problems/issues
Educate the customer shares information with customer to build their understanding of issues
Put the customer first - listens to what the customers says, understanding them and their needs; keeps the clients needs front of mind
Deliver effective customer solutions - develops an understanding of the customers world in order to anticipate needs and challenges while delivering effective and relevant solutions; uses innovation and insight to shape customer intelligence; asks questions to check for satisfaction; committed to follow-through
Credible Service - delivers in line with client needs and expectations; develops and nurtures credibility through consistent delivery and high levels of integrity (promises the possible); demonstrates a sense of urgency in reacting to client needs.
WORKING IN TEAMS
Knows the team accessible to and makes time to get to know team members; creatively utilises team strengths and individual excellence for problem solving
Motivates and grows team spirit - gives credit when its due; acknowledges team successes; sets up formal and informal processes to enhance team spirit/morale and interaction. Has a positive attitude and impact on everyone around them
COMMUNICATING CLEARLY
Consultative consults with and draws on relevant stakeholders prior to decision making
Active listening listens to the views of others; asks clarifying questions to ensure understanding
Communicates clearly logically and simply conveys ideas; communicates in a clear, down to earth and easy to understand manner; writes clearly and understandably; avoids jargon or technical words; utilises appropriate tone and non- verbal gestures
Negotiation skill works towards a win-win, workable outcome for all stakeholders involved; understands and does not compromise the non-negotiables
Conflict Management does not avoid difficult interactions; recognises that conflict is a natural and healthy part of relationships; always works towards reaching consensus / a common understanding
Adjusts to the audience frames message in line with audience experience, background, and expectations; uses terms, examples, vocabulary and analogies that are meaningful and appropriate to the audience
LIVES ACCOUNTABILITY
Achievement orientated puts in a lot of personal effort in order to make a difference; takes action that goes beyond job requirements in order to achieve objectives; establishes stretch goals for self
CHALLENGES TO IMPROVE
Driven to achieve - results orientated; driven to be the best and not afraid of hard work or complexity; confident without being arrogant
EMOTIONAL RESILIENCE
Manages stress/ tenacious - remains composed, focused and maintains performance when under pressure or following disappointments; retains personal credibility and an optimistic outlook in difficult situations
Self-confidence - insight into own strengths and weaknesses and how to make the best use of them; has the right balance between self-confidence and humility; avoids arrogance and self-promotion in their behaviour
Manages own emotions - understands the role of emotions in behaviour; aware of and accurately reads own and others emotions; harnesses emotions to improve commitment and performance
Empathy appreciates, cares about and understands the thoughts, feelings and behaviours of others; able to put themselves into the shoes of another
Grows relationships develops and maintains healthy, satisfying relationships with others; values and prioritises relationships with others; ensures sustainability by maintaining a healthy work-life balance
PROBLEM SOLVING
Thinks expansively thinks before acting and able to generate and integrate multiple alternative approaches and solutions; views situations from multiple perspectives; balances bigger picture with detail
Draws on acquired learning - utilises current knowledge and experience in a flexible and appropriate manner to guide decision making; able to adapt current approach to new information and situations
Knowledge, Skills, And Experience
- REQUIRED MIN.EDUCATION / TRAINING
- Matric with maths (at least standard grade) and Computer Literate (Microsoft Office, email, Internet).
- Proven English literacy written and oral. Working knowledge of Excel
- Local and International sales experience and / or qualifications.
- ADDITIONAL EDUCATION/EXPERIENCE:
- Tertiary qualification in Marketing, specific reference to Travel & Tourism will be an advantage and proven track record in management practices required
- Working knowledge of TourPlan, Wilderness Window operation system will be advantageous.
- REQUIRED MINIMUM WORK EXPERIENCE
- 3- 5 years in similar position from a sales or service related industry environment.
- Previous management/development of a brand will be an advantage.
- Accountability for financial results
- Experience in handling trade relationships
- PERSONAL ABILITIES
- Excellent interpersonal skills,
- Leadership ability and ability to develop,
- Motivate and mentor staff and trade partners.
- Ability to assess international source markets
- Identify trends and respond accordingly with products and sales strategies that increase Wilderness business, financial results and maximize market share.
- Ability to market and sell the products accurately and according to client requirements.
- Team worker with the ability to interface (and motivate) with a variety of departments and people.
- Excellent communication skills, both written and oral (public and personal).
- Self-starter, highly motivated, accountable, persistent, astute, organised, methodical, accurate and analytical.
- Deadline and result orientated.
