Chief Sales & Guest Experience Leader

Scott Dunn Ltd.; New York (NY); On-site; USD 111,000 - 150,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Competitive compensation

Performance bonus

Career development

Job summary

Scott Dunn Ltd. in New York, NY is seeking a Head of Sales & Guest Experiences USA to lead a high-performing team and deliver exceptional guest experiences while driving revenue and efficiency.

The role shapes strategy across sales, service, product, loyalty and operations, with emphasis on guest-centric discovery and performance metrics. The position offers strategic leadership, cross-functional collaboration, and a strong focus on service excellence in a luxury travel environment.

Qualifications

• Proven leadership experience managing sales leaders or large teams.
• Strong experience driving sales performance, productivity, conversion.
• Demonstrated success developing and executing business plans and commercial strategies.
• Experience analyzing sales data, KPIs, budgets, profitability for decisions.
• Able to coach and develop high-performing leaders and teams.
• Stakeholder management and cross-functional collaboration.
• Experience managing recruitment and performance processes.
• Excellent communication, presentation, and influencing skills.
• Strong commercial acumen to maximize opportunities.
• Experience handling guest escalations and service recovery.

Responsibilities

• Lead and develop Sales Team Managers to foster a culture of sales excellence and guest service.
• Drive performance against budgets, revenue goals, productivity and service KPIs.
• Develop and execute long-term business plans aligned with company vision and budgets.
• Partner with leaders across sales, service, product, loyalty, and operations to deliver a seamless guest experience.
• Ensure guest understanding and personalized discovery remains central to interactions.
• Drive commercial performance through promotions and supplier programs.
• Analyze performance, profitability, and conversion opportunities; provide insights.
• Lead initiatives to improve trading performance and weekend sales strategies.
• Oversee bookings processes to improve conversion and satisfaction.
• Provide regular reporting to leadership and board; support workforce planning and scheduling.

Skills

Leadership

Sales performance

Business planning

Data analysis

Coaching

Stakeholder management

Recruitment & workforce planning

Communication & influencing

Commercial acumen

Guest experience leadership

Job description

Scott Dunn Ltd. in New York, NY is seeking a Head of Sales & Guest Experiences USA to lead a high-performing team and deliver exceptional guest experiences while driving revenue and efficiency.

The role shapes strategy across sales, service, product, loyalty and operations, with emphasis on guest-centric discovery and performance metrics. The position offers strategic leadership, cross-functional collaboration, and a strong focus on service excellence in a luxury travel environment.