Scott Dunn - Head of Sales & Guest Experiences - New York, NY

Flight Centre Travel Group; New York (NY); On-site; USD 117,000 - 143,000; Full time

Benefits offered by this job

Travel perks/discounts

Health benefits

401k program

Career development opportunities

Job summary

Flight Centre Travel Group USA is seeking a dynamic Head of Sales & Guest Experiences to lead our USA sales leaders, elevate guest service, and drive revenue. This strategic role shapes sales, service, product, loyalty, and operations, building a high-performing, guest-focused culture that delivers memorable travel experiences and strong commercial results.

Based in New York, you will coach managers, set budgets, monitor KPIs, and partner across teams to optimize conversion and guest

Qualifications

• Proven leadership directing large sales teams and managers.
• Experience driving sales, productivity, conversion, and customer experience outcomes.
• Successful track record in developing and executing business plans and commercial strategies.
• Ability to analyze sales data, KPIs, budgets, and profitability metrics to inform decisions.
• Capable of coaching and developing high-performing leaders and teams.

Responsibilities

• Lead, coach, and inspire Sales Team Managers to foster a culture of sales excellence and guest service.
• Drive performance against sales budgets, revenue goals, productivity targets, conversion metrics, and service KPIs.
• Develop and execute long-term business plans aligned with vision, budgets, and performance objectives.
• Partner with leaders across sales, service, product, loyalty, and operations to deliver a seamless guest experience.
• Identify and implement enhancements to booking processes and guest interactions.

Skills

Leadership

Sales performance

Business plans

Data analysis

Coaching

Stakeholder management

Recruitment & workforce planning

Communication & influence

Commercial acumen

Guest escalations handling

Job description

Head of Sales & Guest Experiences

Scott Dunn, part of Flight Centre Travel Group (FCTG), is a luxury travel operator dedicated to creating unforgettable, tailor-made vacations for our guests. With a global presence and a passion for crafting exceptional experiences, we specialize in curating personalized journeys to the world's most beautiful destinations.

Founded in 1986, Scott Dunn has earned a reputation for delivering impeccable service, insider knowledge, and unique travel insights, setting the benchmark for luxury travel.

Our team of experts shares a deep love for travel and a commitment to exceeding guest expectations. From luxury ski chalets in the Alps to private safari lodges in Africa, Scott Dunn ensures every detail is taken care of, allowing our guests to fully immerse themselves in the adventure of a lifetime.

To learn more about Scott Dunn, please click HERE

About The Opportunity

Ready to lead a high-performing sales organization where exceptional guest experiences and commercial success go hand in hand? As Head of Sales & Guest Experiences USA, you will inspire and develop Sales Team Managers to create a dynamic, guest-focused sales culture that drives revenue, productivity, conversion, and service excellence.

This is a strategic leadership role with significant influence across sales, service, product, loyalty, and operations. You will play a critical role in shaping business strategy, enhancing team performance, and delivering memorable travel experiences that keep guests returning again and again.

Key Responsibilities

• Lead, coach, and inspire Sales Team Managers to create a culture of sales excellence and exceptional guest service.


• Drive performance against sales budgets, revenue goals, productivity targets, conversion metrics, and service KPIs.


• Develop and execute long-term business plans aligned with company vision, budgets, and performance objectives.


• Partner with sales, service, product, loyalty, and operations leaders to deliver a seamless guest experience.


• Ensure guest understanding and personalized discovery processes remain central to every customer interaction.


• Drive commercial performance through strategic promotion of preferred properties, offers, and supplier programs.


• Continuously analyze sales performance, profitability, productivity, and conversion opportunities.


• Provide data-driven insights and recommendations on market trends and business opportunities.


• Develop initiatives to strengthen trading performance, including weekend sales strategies.


• Identify and implement process improvements and efficiencies to increase productivity and booking volumes.


• Create an agile, fast-paced environment that prioritizes speed to market and responsiveness to guest needs.


• Oversee and enhance booking processes to improve conversion rates and guest satisfaction.


• Lead daily, weekly, and ongoing communication rhythms with management teams to ensure alignment and execution.


• Monitor performance against targets and provide regular reporting for leadership and board-level stakeholders.


• Support workforce planning, recruitment, scheduling, absence management, and resource allocation.


• Lead performance management activities including coaching, training, KPI management, and development reviews.


• Ensure effective administration of bookings, documentation, payments, and manifests.


• Maximize the use of commercial offers and promotions while maintaining excellent guest satisfaction.


• Monitor market trends and competitor activity and share insights with product leadership teams.


• Support managers in resolving guest concerns, complaints, and escalations effectively.


• Ensure emergency response and crisis management processes are maintained and effective.


• Enable teams to contribute to and execute sales and service strategies.


• Partner with product leadership on annual familiarization trip planning, budget management, and destination expertise development.


• Perform additional duties as reasonably required by leadership.


• Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive

Experience & Qualifications

• Proven leadership experience managing sales leaders, managers, or large sales teams.


• Strong experience driving sales performance, productivity, conversion, and customer experience outcomes.


• Demonstrated success developing and executing business plans and commercial strategies.


• Experience analyzing sales data, KPIs, budgets, and profitability metrics to inform decision-making.


• Ability to coach, mentor, and develop high-performing leaders and teams.


• Strong stakeholder management and cross-functional collaboration experience.


• Experience managing recruitment, workforce planning, and performance management processes.


• Excellent communication, presentation, and influencing skills.


• Strong commercial acumen with the ability to identify and maximize sales opportunities.


• Experience handling guest escalations and service recovery situations.


• Ability to thrive in a fast-paced, agile, customer-focused environment.


• Travel, hospitality, leisure, or customer experience industry experience preferred.

Work Perks! - What's in it for you:

FCTG is renowned internationally for having amazing perks and an even better culture. We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. It's also why we offer some great employee benefits and perks outside of the norm.

• Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it!


• Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure things out.


• Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can't miss in our people or service.


• Personal connections: We are a big business founded on personal relationships.


• Diversity, Equity & Inclusion: Commitment to diversity, equity, and inclusion through initiatives like Diversity Day (paid leave to observe a holiday or cultural celebration of your choice) Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, Environmental Justice), DEI education initiatives, and equitable practices, including regular equity assessments and inclusive recruitment protocols.


• A career, not a job: We offer genuine opportunities for people to grow and evolve


• We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.


• Giving Back: Our Corporate Social Responsibility program supports nominated charities through volunteering and fundraising, complemented by our Office Environmental Program, LEED Gold-certified office spaces, and 1 paid Volunteer Day per calendar year.

Benefits Include:

• Paid Time Off: A comprehensive time off package, including up to 15 vacation days (prorated upon hire and increasing to 20 days after 2 years of employment), 5 sick days, 3 personal days, 1 Diversity Day, 1 Volunteer Day, and 9 recognized holidays annually.


• Travel perks/discounts


• Health & Wellness Programs and Employee Financial Wellness Services


• National/International Award Nights and Conferences


• Health benefits including, medical, dental, vision, gender affirming care, and fertility care


• Insurance including hospital indemnity, AD&D, critical illness, long-term and short-term disability


• Flexible Spending Accounts


• Employee Assistance Program


• 401k program with partial match


• Tuition Reimbursement Program


• Employee Share Plan - Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions


• Global career opportunities in a network of brands and businesses

*Vacation, Personal, and Sick time accrual rates will vary based on full-time or part-time employee status. Recognized Holidays are either paid time off or, if required to work due to job requirements, holiday pay rate, and may vary depending on state.

Location - New York, New York

For this position, we anticipate offering an annual salary of $130,000. Base salary is dependent on relevant factors, including experience, geographic location, and job requirements.

As part of our recruitment process, we may use AI tools to assist in various stages, including the screening and assessment of applications. These tools support our evaluation of candidates based on role relevant qualifications, skills and experience. All decisions are made by our hiring team and stakeholders.

We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.

Our number one philosophy? Our people. Flight Centre Travel Group USA's promise is to provide an environment with equality of respect, dignity and opportunity for all our employees. We value an inclusive and supportive workplace which truly reflects the diversity of our society.

We are an affirmative action and equal opportunity employer committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to help make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at [e-mail]

GBTA WINiT Top 50 Award Recipients (2018-2025)
CHHR: 5-Star DE&I Employer (2023, 2024, 2026)
Seramount, FCTG Mexico: Member of the Global Inclusion Index (2023-2025)
Newsweek: America's Greatest Workplaces for Diversity (2024)
Benefits Canada: Health/Wellness Program and Mental Health Program (2023, 2025)
OutThere Awards: Inclusive Travel Finalist (2025)
Canadian HR Awards: Excellence in Diversity and Inclusion Awardee (2025)
2026 Disability Index: World's Top Disability Inclusive Business

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