Manager Consumer Sales

Norwegian Cruise Line Holdings Ltd.; Miami (FL); On-site; USD 85,000 - 120,000; Full time

Job summary

Norwegian Cruise Line Holdings Ltd. in Miami is seeking an experienced Sales Manager to lead an outbound sales team, drive performance, and deliver outstanding customer service.

The role focuses on coaching, plan campaigns, and optimizing lead distribution while ensuring adherence to company policies and targets. A 3+ year background in call center sales management within cruise or hospitality is preferred.

Qualifications

• 3 years of proven call center sales management experience.
• Cruise sales or hospitality industry experience preferred.
• Strong leadership and communication skills.

Responsibilities

• Manage, train, mentor, and coach a sales team on techniques.
• Foster teamwork by communicating campaigns and sales efforts.
• Plan and organize the team work to meet targets.
• Provide developmental feedback and manage disciplinary actions as needed.
• Review productivity and conduct daily team meetings.
• Assist in recruiting, interviewing and hiring.

Skills

Leadership

Interpersonal

Verbal communication

Written communication

Sales coaching

Salesforce

Education

Bachelor's degree

Tools

Salesforce

Job description

GROW YOUR CAREER WITH US

At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative product offerings, a high level of service and unique guest experiences aboard each vessel and we’re continually seeking applicants who are passionate about hospitality and committed to being their personal best. As you learn more about our company, we think you will agree that there is no better time than now to become a member of the NCLH family!

Job Summary

Manage sales professionals and evaluate day to day activities of an outbound sales team. Facilitate operations to ensure achievement of sales goals and delivery of superior customer service.

Position Responsibilities

• Manage, train, mentor, and coach a team on sales techniques.
• Foster an environment of teamwork by communicating information such as campaigns, department/company sales efforts, special pricing and ensuring the understanding of overall sales objectives.
• Plan and organize the sales team's work to ensure attainment of sales goals/requirements by Personal Consultants (PC).
• Provide developmental feedback/recommendations to sales team as necessary; Manage and issue disciplinary action as needed.
• Perform assessments for PCs on net business, guest statistics, production and overall performance.
• Review daily productivity standards for PCs call evaluations, monitoring and sales training in order to achieve maximum revenue from the team.
• Run daily reports including MTD numbers and review production reports in order to properly manage lead distribution.
• Conduct daily team meetings to discuss PC performance, target market campaigns, sales tips in order to motivate and hit daily booking goals.
• Create creative call lists in Salesforce.com in order to engage PC determination and target market campaigns for guests.
• Aid in recruiting, interviewing and hiring.
• Provide ideas and concepts for new incentives.
• Update all PC materials including new promotions, new policies/guidelines, affirmations to keep team informed for guest response first.
• Calculate PC personal booking goals to ensure monthly targets are hit and/or surpassed.
• Ensure team members demonstrate compliance of all company and department policies and procedures.
• Monitor and update Salesforce.com ques seven days a week.
• Perform other job-related functions as assigned.

EDUCATION

• Bachelor's degree in Business Administration, Hospitality, Marketing or related field or any combination of education and work experience

EXPERIENCE

• 3 years of proven call center sales management experience, managing a team of sales customer service representatives/telemarketing agents; cruise sales or hospitality industry experience preferred.

KNOWLEDGE & SKILLS

• Excellent leadership, interpersonal, verbal (including professional telephone etiquette) and written communication skills required to effectively communicate with all levels
• Demonstrated knowledge of Microsoft Word applications and experience with travel reservations systems a plus
• Knowledge of CRM product, preferably Salesforce
• com
• Ability to quickly learn and maintain current knowledge of Oceania products and services
• Ability to work well and maintain a professional composure while under stress and pressure
• Must possess a strong drive and high energy to reach specified sales goals
• Ability to train and motivate team members to reach and surpass personal and department goals

About Nclh

Norwegian Cruise Line Holdings Ltd. (NYSE: NCLH) is a leading global cruise company which operates the Norwegian Cruise Line®, Oceania Cruises® and Regent Seven Seas Cruises® brands. The combined brands currently operate 32 ships, employ over 35,000 shipboard crew from more than 110 different countries and visit approximately 700 different port destination each year.

Learn More About Our Company

At a Glance

Brand Overview

Norwegian Cruise Line

Oceania Cruises

Regent Seven Seas Cruises

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EQUAL OPPORTUNITY EMPLOYER

It is Norwegian Cruise Line Holding’s policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.