ANZ Sales & Customer Service Manager

Intrepid; Melbourne; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible work arrangements

Work-from-home option (4 weeks/yr)

Parental leave 10 weeks

E-learning & mentor programs

Volunteer leave 20 hours/yr

Employee Assistance Program

Job summary

Intrepid Travel is seeking a dynamic Sales & Customer Service Manager to lead and develop a high-performing team from our Melbourne Head Office. You will drive sales targets, coach staff, and ensure exceptional customer experiences while coordinating with marketing and the wider business to support campaigns and initiatives.

This full-time, 12-month contract role requires leadership, strong commercial judgement, and the ability to work evenings, weekends, or holidays as needed due to

Qualifications

• Experience in coaching and developing a team of sales or customer service staff.
• Proven ability to drive KPI performance and sales targets.
• Strong communication and emotional intelligence.

Responsibilities

• Lead and develop the ANZ Sales & Customer Service team from Melbourne Head Office.
• Oversee recruitment, onboarding, training, rosters, budgets and performance reporting; drive productivity and profitability.
• Maintain high-quality customer experiences and support campaigns and strategic initiatives.

Skills

People leadership

Coaching

KPI management

Communication

Tools

Reservation systems

CRM systems

Job description

Application Close Date: 13th November 2026

At Intrepid Travel we exist to inspire, create, share and lead the best travel experiences ever – for both people and the planet. We've been creating positive change through the joy of travel since 1989, and we’re proud to be a certified B Corp with 1000s of experiences in over 100 countries.

We are Intrepid

At Intrepid, we’re looking for a dynamic and commercially focused Sales & Customer Service Manager to lead and develop a high-performing team from our Melbourne Head Office. Reporting to the Head ofSales, you’ll lead andinspire your team to achieve ambitious sales targets and performance KPIs while consistently delivering exceptional experiences for customers and agents. Through setting clear expectations, regular one-on-one conversations and meaningful coaching, you’ll create an engaging and positive environment in which people can develop and perform at their best.

This is a varied leadership role with responsibility for sales performance, customer experience and the smooth day-to-day operation of the team. You’ll oversee recruitment, onboarding, training, resource planning, rosters, budgets and performance reporting, while identifying process and system improvements that increase productivity and profitability. You’ll monitor sales, conversion, service levels and customer feedback, maintain best-practice sales and service standards, and work closely with teams across marketing and the wider business to support campaigns, events and strategic initiatives.

We’re looking for an experienced people leader with a proven ability to coach teams, achieve KPIs and deliver outstanding customer service. You’ll bring strong communication, problem-solving and organisational skills, sound commercial judgement, high emotional intelligence and the ability to implement change effectively. Experience within travel, sales or a contact-centre environment, together with knowledge of reservation systems, would be highly advantageous.

This is a full time 12 month contract based out of our Head Office in Melbourne. As our ANZ sales and customerservice teams operate in a demand-led, rostered environment supporting customers globally, flexibility to work evenings, weekends and public holidays will be required.

Some of the experience you’ll bring with you is:

Experience in coaching and developing a team of sales or customer service staff

Exceptional communication skills and a high level of emotional intelligence

Proven ability to drive and exceed individual/team KPI’s and sales

Adaptable and agile in the face of change

Contact centre and travel industry experience advantageous

Our people reflect the diversity of our customers and the communities we visit:

Intrepid is made up of 71 nationalities in over 30 countries, and werecognisethat diversity makes us a stronger business. We support a culture where people can be themselves and encourage applications from people of all backgrounds. Including First Nations People, LGBTQI+ people, those living with a disability, or from disadvantaged backgrounds, and all people from different ethnicities, races, and religions.

Rewarding and developing our people is important to us, some of our workperksinclude:

• Flexible work arrangements,work-from-home and the ability to 'work from anywhere' 4 weeks a year
• A minimum of10 weekspaid parental leave for all parents, and other additional leave provisions.
• Access to e-learning platforms, professionaldevelopmentand mentor programs
• 20 hours of volunteer leave every year to use on causes most important to you
• Employee Assistance Program, a 24/7 service that offers counselling for you and your family

We are Real. Together. Ambitious. Impactful.These are our values and to usthey'remore than just words, they are the pillars of our success and every dayit'sour people and the work they do thatbringthem to life.

We aim to ensurediversity, equity, and inclusion stay part of our recruitment process. If you require anyreasonableadjustmentto participate in therecruitment process, please contact us at [e-mail] your name, location, and theadjustmentsyourequire, we will then be in touch to support your application.

Application Close Date: 13th November 2026