Director, Small Group Journeys

Abercrombie & Kent Europe; Downers Grove (IL); On-site; USD 110,000 - 125,000; Full time

Benefits offered by this job

Group life insurance

Disability insurance

Travel discounts

Medical insurance

Dental insurance

Vision insurance

Pre-tax healthcare

401(k) plan with match

Job summary

Abercrombie & Kent Europe is seeking a senior sales and service leader to drive the Small Group Journey team, deliver revenue growth, and maintain high standards across CRM and service delivery.

You will coach staff, monitor performance, and collaborate with Training and Operations to ensure consistent procedures and successful tours. International travel may be involved, with a focus on delivering luxury travel experiences.

Qualifications

• Minimum 5 years sales/customer service management in luxury market preferred.
• Bachelor's degree required or relevant work experience.

Responsibilities

• Drive Small Group Journey team to meet annual sales goals and increase conversions.
• Oversee CRM lead nurturing, qualification, assignment and follow-up.
• Coach and mentor team to meet A&K Sales and Service standards.
• Monitor E-chat operations and staff scheduling.
• Collaborate with Training to implement programs and curriculum.
• Provide leadership to Outbound Consultants and drive CRM standards and sales processes.

Job description

Job Description:

Position Summary

Drive sales growth and achieve annual revenue goals through effective, consistent leadership and strategic management. Provide clear direction, accountability, and operational continuity while developing high-performing team, optimizing performance, and identifying opportunities to increase productivity.

Responsibilities and Accountabilities

Drive Small Group Journey team to achieve annual sales goals and increase conversions Implement sales strategies and reporting metrics to measure, analyse and evaluate the effectiveness of the team Collaborate and support Manager(s) and Team Lead(s) to coach and mentor all team members to ensure A&K Sales and Service standards are met Oversee and monitor CRM lead nurturing and management process, including lead generation, qualification, prioritization, assignment, follow-up, and conversion Manage daily oversight of E-chat staff, scheduling and all E-chat operations Provide leadership and oversight to Outbound Consultants through ongoing coaching, performance management, and feedback, while driving consistent execution of CRM standards, sales processes, and operational procedures Collaborate with Training team to ensure training priorities are identified and applicable programs/curriculum are created and implemented Build leadership capability at all levels, ensuring Managers are effective performance coaches who drive accountability and results Conduct regular call listening and provide timely, constructive feedback to identify performance gaps, reinforce best practices, and support continuous improvement in quality and service Collaborate with Operations team to ensure seamless transition and continuity related to sales, service and documentation Monitor variety of Small Group Journey reports and procedures being utilized by the team to create efficiencies and make recommendations for improvements where necessary Act as primary point of contact for all A&K management team and Guest Relations with escalated conflict resolution, policy, procedure, destination and technical questions Collaborate with DMCs, Third Party Suppliers and other internal departments to facilitate booking processes, close sales and manage service issues Leverage daily, weekly, and monthly reporting to proactively identify performance trends, address productivity blockers, close performance gaps, and uncover opportunities to drive revenue growth Recommend and drive consistency and communication between teams Evaluate and anticipate staffing needs and drive approved hiring and training needs Provide guidance to team on booking financials as needed Manage and monitor call queues to ensure appropriate phone coverage Work with Manager(s), Product and DMC's to ensure fam trips are scheduled to maximize destination/product knowledge Ensure Company policies and procedures are adhered to.

Skills and Abilities

Strong background in coaching-led sales leadership, performance management, and revenue accountability Ability to think outside current procedures and drive recommendations Proven ability to manage multiple projects with day-to-day operations and prioritize tasks Experience operating within global or matrixed organisations Effective people management and team building skills Proven success in managing sales processes and working with CRM systems Strong multi-tasking, organizational and problem-solving skills required Ability to work well in stressful situations Excellent written and verbal communication skills Knowledge of world geography Intermediate to advanced computer skills required (Microsoft Word, Excel and PowerPoint) and ability to quickly master new technologies Excellent customer service skills Proven adaptability to changing situations, procedures, priorities Must speak/read/write English - additional languages a plus.

Education and Additional Experience

Minimum 5 years sales/customer service management in luxury market preferred Luxury travel industry experience preferred Bachelor's degree required or relevant work experience.

Special Requirements

International travel may be required (and maintain a current passport) Evening and weekend hours may be required.

Salary Range

$110,000 - $125,000; position is bonus eligible

Benefits

A&K offers a large portfolio of competitive benefits to all eligible, full-time employees. Some benefits are provided at no cost to the employee, such as group life insurance, short-term and long-term disability, and travel discounts through use of an IATAN Travel Professional card. Other elective benefits include medical, dental, and vision insurance, supplemental life insurance, pre-tax healthcare and dependent FSAs, and a 401(k) plan with generous company match.

EEO Statement

Abercrombie & Kent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. A&K Travel Group is a global lifestyle and travel company that sets the standard for refined and personalized travel experiences. Abercrombie & Kent is an international travel company, renowned for creating thrilling, innovative and ultra-luxurious journeys all over the world. Behind every A&K journey is an international support system of more than 2,500 staff, in 60 offices, in 35 countries, on all seven continents.