Sales Coach

Crystal Cruises USA, LLC; Florida; Hybrid; USD 90,000 - 135,000; Full time

Job summary

Crystal Cruises USA, LLC is seeking a Consumer Sales Coach to lead the USA market's direct sales channel. You will guide a team of sales agents using inbound and outbound strategies to deliver exceptional service and high conversion rates for Crystal passengers.

You will develop strategies, manage budgets, analyze metrics, and work with the CRM team to optimize lead generation. The role demands strong leadership, travel-industry experience, and a passion for luxury hospitality.

Qualifications

• Bachelor’s degree or equivalent experience required.
• 5–10 years of experience in travel industry sales.
• Demonstrated track record of sales success with a leading luxury travel company.
• Excellent written and verbal communication and leadership skills.
• Experience with CRM systems and lead generation.

Responsibilities

• Develop sales strategies and use metrics to measure effectiveness.
• Lead and manage a team of sales agents to achieve targets.
• Analyze performance and report monthly progress to senior management.
• Collaborate with CRM team to enhance lead generation and software usability.
• Maintain high guest satisfaction for direct sales channel bookings.
• Drive cross‑functional collaboration to roll out programs company‑wide.

Skills

People management

Sales leadership

Communication

Strategic thinking

CRM / lead management

MS Office proficiency

Education

Bachelor's degree or equivalent experience

Tools

CRM system

Microsoft Excel

PowerPoint

Job description

Job Description:Job SummaryThis Consumer Sales Coach is responsible for the overall channel/team management of the Consumer Sales department for the USA market. This position will be responsible for leading the team of sales agents to achieve optimal results for all direct sales. Leveraging both inbound and outbound channels, the Consumer Sales Coach will need to establish an industry leading direct sales team to provide an excellent level of service and conversions directly to passengers looking to sail on Crystal.Essential Job DutiesDevelop sales strategies and use reporting metrics to measure, analyze and evaluate the effectiveness of the sales team.Drive team to achieve annual sales goals and be accountable to department target.Make recommendations for process, procedure, reporting and technology improvements.Manage administrative booking tasks are completed in a timely manner.Build and manage a high-functioning sales force to drive new revenue, liaising with Director of Consumer Sales to establish, grow and maintain the consumer sales channel.Maintain, Monitor, and track daily sales targets and outbound department daily targets, metrics, and goals with respect to but not limited to bookings, revenue, dials, and hours.Develop consumer sales strategy, goals, and budgets in collaboration with the department head.Execute strategy and measure results, providing management with monthly progress and goal reports, maintaining regular dialogue with senior management regarding consumer sales performance.Develop and maintain a high level of guest satisfaction for all direct sales channel bookings.Direct the team of consumer sales professionals and ensure they have leads and tools to achieve assigned targets.Maintain the sales process that reflects a high level of service for outbound sales professionals.Develop and implement lead generation and management strategies to ensure high conversion rates.Work closely with CRM team to continue growth and ease of use of lead generating software.Identify opportunities for increased performance and quality.Foster continued growth of department by exceeding set goals.Development and management of the first-in-class global sales training program, based on SSC selling model.Works collaboratively with various departments to develop and improve training with product knowledge and processes.Effectively train and advise local direct sales teams on new programs and initiatives rolling out at a company level.Support the department in any and all matters to reach goals.Other DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice.CompetencyEducation: bachelor’s degree required or equivalent experience.Experience:5 – 10 years of experience in travel industry sales.Extensive international destination knowledge, including Crystal destinations preferred.Demonstrated track record of sales success required with a leading luxury travel company.Skills/Qualifications:Effective people management and team building skills.Strong multi-tasking, organizational and problem-solving skillsAbility to work in a high pressure, high stress environment.Excellent written and verbal communication skillsExtraordinary Sales ability and superior customer service demeanorExcellent organizational skills, attention to detail and analytical skills required.Ability to work in a team environment.Knowledge of world geographyIntermediate to advanced computer skills required (Microsoft Word, Excel and Power Point) and ability to quickly master new technologies.Experience in Direct/Consumer Sales Management.Excellent presentation skills.Self-motivated and results oriented.Fluency in MS Office applications, including Outlook, Word, PowerPoint, and Excel.Work EnvironmentWorks in a typical office environment with quiet-to-moderate noise generated by computer printer, fax machine and light traffic. International travel may be required (and maintain a current passport).#LI-HybridPhysical DemandsRequires sitting, standing, walking, bending, and reaching. May require lifting or pushing up to 25 pounds. Requires manual dexterity sufficient to operate standard office machines such as computers, fax machines, calculators, the telephone, and other office equipment.Expected Hours of WorkThe position is full-time and frequently requires working additional time outside of normal business hours. Evening and weekend hours may be required. #LI-HybridEEO StatementAbercrombie & Kent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.