Team Manager, Sales Support - Spanish

InterContinental Hotels Group; Southern Manila District; On-site; PHP 400,000 - 600,000; Full time

Job summary

A global hospitality company is seeking a skilled team manager in the MLAC Region. The ideal candidate will be a bilingual speaker fluent in English and Spanish, possess strong leadership skills, and have experience in sales principles. Responsibilities include overseeing the team workload, addressing escalated customer issues, and providing reports to stakeholders. This role requires exceptional communication and time management skills.

Responsibilities

• Manage the day to day workload of the team.
• Become the subject matter expert for Key Accounts within the MLAC Region.
• Lead the team towards meeting targets and objectives.
• Monitor team members to ensure adherence to policies.
• Prepare and submit reports to business partners.
• Process escalated calls and address customer complaints.

Skills

Bilingual Speaker. Fluent in both English and Spanish Language

Sales principles and techniques knowledge

Clear and concise communication skills

Time management skills

Ability to build and manage relationships

Customer-focused orientation

Education

Associate degree or bachelor’s degree or equivalent

Job description

Responsibilities

• Manage the day to day workload of the team.
• Become the subject matter expert of the Key Accounts within but not limited to the MLAC Region.
• Provide and oversee support provided to Key Accounts within but not limited to the MLAC Region.
• Lead the team towards meeting team targets, Key Performance Objectives, Service Level Agreements and other deliverables.
• Monitor each team member to make sure that they follow IHG policies as stated in the Employee Handbook.
• Coordinate with HR in case there are disciplinary or performance issues to be addressed in the team.
• Prepare, submit and interpret weekly, monthly, and quarterly reports to business partners and stakeholders.
• Process escalated calls or emails from team members.
• Address customer complaints and track resolutions.
• Handle complex and escalated customer service issues.
• Update processes and any internal documentation as needed.
• Cascade process changes to the team and mentor new team members.
• Evaluate and audit team performance.

Required Skills

• Bilingual Speaker. Fluent in both English and Spanish Language
• Experience and knowledge of sales principles and techniques including but not limited to SAM
• Clear, concise and succinct communication skills, including adapting both verbal and written communication to the needs and level of user.
• Time management skills, attention to detail and ability to manage multiple tasks/clients required.
• Ability to build and manage relationships with Key Accounts. Ability to interact on a professional level with management and clients.
• Ability to maintain a consistent, high quality customer-focused orientation, including providing clear, accurate information; explaining procedures or materials or providing supplemental information; anticipating problems or questions.
• Knowledge and experience of Sales Systems is a plus.

Demonstrates the ability to work effectively in a remote setup during graveyard shifts.

Qualifications

Associate degree or bachelor’s degree or technical institute degree/certificate or an equivalent combination of education and work-related experience.

Experience

• Leadership skills is a plus
• With progressive work-related experience within a regional sales team, or similar environment, with demonstrated proficiency and understanding of one or more functions related to the position.