Sales Manager

Overview

In this role you lead a regional contact centre sales team to drive revenue, conversion and customer service while promoting ancillary sales. You’ll work cross-functionally to shape sales strategies, forecast performance and optimise operations. The position combines leadership with hands-on analysis to turn data into performance improvements in a high-volume environment. You will influence commercial strategy in international travel and shape a positive, values-led sales culture.

Responsibilities

• Lead, coach and develop a regional sales team, including recruitment, performance management and succession planning.
• Own sales targets, conversion, revenue, upselling and customer service metrics.
• Develop sales strategies, forecast performance and report to senior leadership.
• Utilise CRM, contact centre and analytics tools to monitor KPIs and pipeline health, driving improvements.
• Oversee workforce planning, agent scheduling and shift optimisation for coverage and productivity.
• Collaborate with Marketing, Product, Finance and Customer Operations on campaigns and improvements to booking channels.
• Design incentive programs to drive ancillary sales (Air and Travel Insurance).
• Ensure compliance with GDPR and data protection regulations; maintain ethical sales practices.

Key requirements

• 5+ years’ experience managing and developing sales teams in a conversion-focused environment
• 5+ years’ experience in a high-volume contact centre or customer contact setting
• Strong experience in travel and tour operations
• Understanding of travel booking processes and distribution channels
• Proven use of CRM, contact centre tech, workforce management and analytics tools
• Strong commercial and analytical skills with data-driven decision making
• Excellent communication, presentation and stakeholder management
• Ability to stay calm, organized and decisive with high volumes and competing priorities
• Genuine passion for coaching and building a positive sales culture

• coaching and mentoring
• stakeholder management
• clear communication
• CRM
• contact centre technology
• workforce management tools

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