Sales Team Manager - Guest Excellence

HX Expeditions; London; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dynamic Sales Team Manager to lead a dedicated team focused on excellence in customer service and sales performance. This role emphasizes coaching, operational excellence, and gathering insights to shape commercial strategies. You'll be pivotal in fostering a positive team environment while driving results and enhancing customer satisfaction. If you're a proactive leader with a passion for the travel industry and a knack for motivating teams, this is an exciting opportunity to make a significant impact in a collaborative and innovative setting.

Qualifications

• 3+ years managing sales/service teams, preferably in contact centers.
• Fluent in English; additional languages are a plus.

Responsibilities

• Oversee sales workflow to meet KPIs and sales goals.
• Conduct performance evaluations and coaching to develop skills.
• Collaborate with cross-functional teams for strategy meetings.

Skills

Team Leadership

Coaching

Sales Management

Customer Satisfaction

Communication Skills

Problem Solving

Education

High School Diploma or GED

Bachelor’s Degree

Job description

Join to apply for the Sales Team Manager - Guest Excellence role at HX Expeditions

Overview

The Sales Team Lead/Team Manager is responsible for supporting the sales team, managing 10-12 staff, focusing on coaching, call monitoring, and maintaining quality standards. The role involves team leadership, operational excellence, and gathering frontline insights to inform commercial strategies. It aims to boost team performance, customer satisfaction, and company growth.

Key Responsibilities

1. Oversee sales workflow to meet KPIs and sales goals, including targets, conversion, quality, and satisfaction scores.
2. Conduct performance evaluations and coaching to develop skills and improve performance.
3. Provide feedback and corrective actions, keeping records of coaching and progress.
4. Create a positive team environment with activities and recognition to boost morale.
5. Regularly listen to calls for quality adherence, providing feedback and corrective actions.
6. Follow quality frameworks and maintain accurate records of assessments and metrics.
7. Report team performance and quality to senior management, documenting coaching activities.
8. Collaborate with Workforce Management and other Managers for staffing and resource optimization.
9. Gather feedback from team on customer needs and issues, identifying trends.
10. Analyze insights and share with leadership and management.
11. Participate in strategy meetings, collaborating with cross-functional teams.
12. Provide campaign feedback to improve future strategies.
13. Lead assigned projects and perform other duties as needed.

Requirements

Skills & Requirements

• High School Diploma or GED required; Bachelor’s preferred.
• At least 3 years managing sales/service teams, preferably in contact centers.
• Experience in cruise/travel industry is a plus.
• Fluent in English; additional languages are advantageous.

Personal Attributes

• Results-driven, proactive, and energetic.
• Organized, efficient, and able to handle distractions.
• Problem solver, quick learner, creative in overcoming hurdles.
• Honest, accountable, maintains confidentiality, and supports company values.
• Adaptable, supportive of change, and encourages innovation.
• Strong leadership, motivational, and team development skills.
• Excellent communicator across cultures and markets.
• Customer-focused and strategic thinker.
• Skilled in coaching and ensuring ethical standards.

Collaboration

Works with teams across departments including Process Excellence, Revenue Management, Sales Support, WFM, Learning & Development, Quality & Analytics, Marketing, IT, Finance, and PEX.

HX Spirit

• Passionate explorers committed to creating memorable journeys.
• Proactive, humble leaders fostering genuine interactions.
• Supportive, curious, and collaborative teams built on trust.

Great Place to Work

• Same values as HX Spirit, emphasizing pride, initiative, support, authenticity, and humility.