The Head of Sales & Service will have the overall responsibility for the continuous development and execution of sales & service for Scott Dunn USA including guest experience and relationship management.
Reporting directly to the President -Scott Dunn USA, the HoSS will be responsible for establishing and maintaining a dynamic sales culture, working closely with their direct reports (3 Sales & Service Managers, and Sales Operations Manager) and the wider team (18+ Travel Consultants) to drive further, profitable growth across all destinations and channels.
The HoSS will need to act as the ‘voice of the customer’ working closely with the UK based Sales Director, Guest Relations Manager, Product, Marketing and Operations, to ensure that all Scott Dunn USA guests benefit from the best possible service levels as well as the most exciting, relevant and unique travel experiences.
The HoSS will be accountable for delivering the expected sales revenue, whilst sharing collective responsibility with the President and management team for delivery of the broader P&L of Scott Dunn USA.
Lead, coach and inspire the USA sales teams
Ensure the global ‘best practice’ approach to sales & service ensuring consistent guest experience with local tailoring is implemented
Ensure the sales team deliver successful outcomes whilst providing an exceptional guest experience
Establish a proactive, customer-service driven sales environment
Ensure targets are met through careful performance management
The duties that derive from these responsibilities include:
Ongoing, regular face to face performance management and coaching of the team
Overseeing and continually improving the booking process to increase conversion
Weekly team meetings and face to face communications with the sales team
Monitoring and improving progress towards sales and gross profit targets and reporting on performance on a daily and weekly basis, and provision of relevant information for monthly reporting
Maintain staffing levels in the sales teams on both near and long term basis - to include input into recruitment, rota planning, management of and recording of absence and annual leave
Ensure offers and discounts are used to best effect to maximize sales
Understanding the competitive market and market developments in USA
To mentor teams in dealing with guest issues to ensure any complaints are dealt with appropriately
Working with the Sales Operations leads in the US to identify regular errors / issues that could be overcome through additional training, process improvement or systems development
Identify and secure new business development opportunities to support the growth in sales
Working together with the Commercial & Support Managerto put together the annual FAM trip plan – ensuring this plan is monitored, budgets controlled, and the teams deliver against their FAM trip objectives
Providing input to the Business & Systems Senior Analyst for the ongoing development of the in house reservation system
Represent Scott Dunn at external events and with key suppliers in the US – be a key advocate of SD
Any other duties as management may reasonably require from time to time.
Competencies and experience:
A sophisticated, commercial and proven Head of Sales, or Senior Sales Manager
Natural affinity with premium and/or luxury travel
Proven track record of managing a service led, phone-based sales team
Strong sales acumen, with a proven ability to identify, develop and coach best-in-class sales teams
Proven track record of success with a service led B2C environment, where exceptional relationships are integral to revenue and profit growth
Truly exceptional leadership skills, with the capability to motivate and develop a growing team, leading by example and establishing the optimal culture to help grow the business
Excellent grasp of business financials
Highly developed decision-making, problem solving and interpersonal skills, with the ability to communicate and collaborate effectively both cross-functionally and at all levels within the organisation
Self-motivated, organised, flexible and able to work well under pressure.
About Scott Dunn USA. Inc
Want to work for an award-winning, international travel company with great perks and a dynamic team that’s, quite literally, going places? Are you a firm believer in the idea that travel is the only thing you buy that makes you richer? Ever dreamed of turning your passion into an exciting, rewarding career? Now's your chance, we're currently looking for staff to join our team.