Job Description: Position Summary: Drive sales growth and achieve annual revenue goals through effective, consistent leadership and strategic management. Provide clear direction, accountability, and operational continuity while developing high-performing team, optimizing performance, and identifying opportunities to increase productivity. Responsibilities and Accountabilities: • Drive Small Group Journey team to achieve annual sales goals and increase conversions • Implement sales strategies and reporting metrics to measure, analyse and evaluate the effectiveness of the team • Collaborate and support Manager(s) and Team Lead(s) to coach and mentor all team members to ensure A&K Sales and Service standards are met • Oversee and monitor CRM lead nurturing and management process, including lead generation, qualification, prioritization, assignment, follow-up, and conversion • Manage daily oversight of E-chat staff, scheduling and all E-chat operations • Provide leadership and oversight to Outbound Consultants through ongoing coaching, performance management, and feedback, while driving consistent execution of CRM standards, sales processes, and operational procedures • Collaborate with Training team to ensure training priorities are identified and applicable programs/curriculum are created and implemented • Build leadership capability at all levels, ensuring Managers are effective performance coaches who drive accountability and results • Conduct regular call listening and provide timely, constructive feedback to identify performance gaps, reinforce best practices, and support continuous improvement in quality and service • Collaborate with Operations team to ensure seamless transition and continuity related to sales, service and documentation • Monitor variety of Small Group Journey reports and procedures being utilized by the team to create efficiencies and make recommendations for improvements where necessary • Act as primary point of contact for all A&K management team and Guest Relations with escalated conflict resolution, policy, procedure, destination and technical questions • Collaborate with DMCs, Third Party Suppliers and other internal departments to facilitate booking processes, close sales and manage service issues • Leverage daily, weekly, and monthly reporting to proactively identify performance trends, address productivity blockers, close performance gaps, and uncover opportunities to drive revenue growth • Recommend and drive consistency and communication between teams • Evaluate and anticipate staffing needs and drive approved hiring and training needs • Provide guidance to team on booking financials as needed • Manage and monitor call queues to ensure appropriate phone coverage • Work with Manager(s), Product and DMC’s to ensure fam trips are scheduled to maximize destination/product knowledge • Ensure Company policies and procedures are adhered to Skills and Abilities • Strong background in coaching-led sales leadership, performance management, and revenue accountability • Ability to think outside current procedures and drive recommendations • Proven ability to manage multiple projects with day-to-day operations and prioritize tasks • Experience operating within global or matrixed organisations • Effective people management and team building skills • Proven success in managing sales processes and working with CRM systems • Strong multi-tasking, organizational and problem-solving skills required • Ability to work well in stressful situations • Excellent written and verbal communication skills • Knowledge of world geography • Intermediate to advanced computer skills required (Microsoft Word, Excel and PowerPoint) and ability to quickly master new technologies • Excellent customer service skills • Proven adaptability to changing situations, procedures, priorities • Must speak/read/write English – additional languages a plus Education and Additional Experience • Minimum 5 years sales/customer service management in luxury market preferred • Luxury travel industry experience preferred • Bachelor’s degree required or relevant work experience Special Requirements • International travel may be required (and maintain a current passport) • Evening and weekend hours may be required Salary Range • $110,000 - $125,000; position is bonus eligible Benefits A&K offers a large portfolio of competitive benefits to all eligible, full-time employees. Some benefits are provided at no cost to the employee, such as group life insurance, short-term and long-term disability, and travel discounts through use of an IATAN Travel Professional card. Other elective benefits include medical, dental, and vision insurance, supplemental life insurance, pre-tax healthcare and dependent FSAs, and a 401(k) plan with generous company match. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required by the employee. #LI-DNP EEO Statement Abercrombie & Kent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.