Key Responsibilities
- Monitoring critical metrics and evaluating the performance of teams and individuals.
- Identifying growth opportunities or knowledge gaps within the sales team and designing personal development plans for individuals.
- Managing strategic departmental goals, such as the achievement of annual preferred supplier override agreements.
- Developing and overseeing the implementation of repeat and referral reactivation.
- Driving sales through constant coaching, motivation, and feedback.
- Developing and maintaining best practices and continually updating and recording processes.
- Producing summary and bi-directional reporting and highlighting trends in sales team data.
- Ensuring the sales team remains motivated and that the company culture and values are promoted.
- Carrying out periodic performance management reviews on the team (quarterly or other).
- Overseeing operational capacity, including the scheduling of leave cycles, shifts, and absentees to enable optimal operations at all times.
- Acting as the first level in vetting and resolving client and supplier service issues.
- Supervising and ensuring fulfilment of administrative tasks: deposits, supplier payments, ad-hoc reporting, etc.
- Managing the entire client service cycle, including:
- Reviewing sales communications to ensure compliance with brand tone and client-centric approach.
- Monitoring initial client contact, response time, and content.
- The active inclusion of sales tools (discounts, specials, etc.) during the quotation process.
- Supervision of touch points from booking to post-travel.
- Collaboration with the Concierge Manager regarding supervision of documents and dispatch output.
- Overseeing post-travel client feedback and building relationships.
- Communication and content production, trade shows, and any other responsibilities as designated by management.
- Collaborating with the Product Team to plan educational requirements, capacity, and site inspections.
- Collaborating with Marketing for newsletters and content creation.
- Preparing weekly sales meetings with sales teams, including setting agendas, collating data, and preparing all relevant information.
- Preparing weekly team performance updates for the Revenue Manager.
- Identifying PIPS and PDP in collaboration with the Revenue Manager.
- Preparing monthly sales reports on team performance against target.
- A National Senior Certificate/Matric.
- 3 to 5 years' experience in a senior sales leadership role with a proven track record of success within the tour operator environment.
- Experience working with Tour Operator Software (i.e., Kaptio).
- Excellent leadership and team management skills.
- Strong analytical and problem-solving abilities.
- Exceptional communication and interpersonal skills.
- Ability to work under pressure and meet deadlines.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
- Minimum of 3 to 5 years of experience in a senior sales leadership role within the tour operator environment.
