Sales Manager, Cruise

Job Description

The Sales Manager is responsible for leading, managing, and motivating their team of Cruise Experts to ensure the team is delivering desired results in their dedicated region. Working closely with the Vice-Presidents and Sr. Sales Directors, the Sales Manager will have direct impact on uniting the team under a shared vision; committed to inspiring and supporting others.

Sales Management

• Achieve KPI's for assigned team in the areas of, Sales, Close Rate, Net Promoter Score and Margin Management
• Ensure consistent implementation of our sales processes for optimum performance
• Resolve any escalated client concerns or complaints pre-trip or during trip beyond Destination Expert and through immediate communications with appropriate parties
• Partner with the Workforce Management Team on scheduling strategies, time off requests, inbox management, facilitation of huddles
• Manage the team's ability to provide the highest level of service throughout the customer life cycle
• Train new cruise experts of cruise components – training to include TMT as well as individual cruise line portals.

Talent Management

• Lead by example. Develop the Sales Team by training, motivating, coaching and managing performance whilst creating and maintaining a cohesive team environment
• Track, monitor and respond to individual team member metrics and overall regional team performance metrics (sales queue, follow ups, timeliness of response, margins, NPS etc.)
• Facilitate 1:1's, goal setting and year-end performance discussions with direct reports
• Conduct weekly, monthly or quarterly performance check-ins with assigned sales team members or as required
• Monitor staffing levels to ensure appropriate coverage and participate in the recruitment of new hires to the team (in conjunction with the Regional VPs and Sr. Sales Directors)
• Work with the Learning & Development Team to ensure training materials and resources are available and relevant for the sales team
• Provide feedback to VP of Cruise and Sr. Sales Directors on process improvement for sales and customer service policies and procedures

Culture & Engagement

• Exemplify and assist in driving the Kensington Values into the daily operations and company culture
• Actively recognize and promote team members in the company's rewards and recognition program
• Inspire and foster a high performing, engaging and collaborative culture
• Conduct region specific team-building initiatives to drive team cohesion

Other

• Act as the back-up for other regions when support is required.
• In conjunction with the VP and Product Manager of Cruise, when necessary, act as a liaison with the cruise partners.
• Ad hoc projects as assigned.

Qualifications

• Minimum five years of progressive work experience in the travel industry – cruise knowledge a plus.
• Leadership experience including people management, developing team, and directing proven business success
• Results & numbers oriented; thrives working in a technology and KPI driven organization.
• Excellent communication skills with proven ability to influence customers and team.
• Takes ownership, initiative and is self-directed.
• Customer service focus with strong understanding of luxury travel market
• Entrepreneurial; highly functional in a fast paced, constantly changing workplace
• Proven ability of working collaboratively managing and exceeding expectations with multiple stake holders
• Ability to build trust and work through conflict both upwards and downward.
• Strong organization and time management skills
• Ability to problem solve and perform in a time pressure environment
• Microsoft 365 – Excel Intermediate, Word and PowerPoint.

We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require accommodation due to a disability at any stage of our hiring process, please advise us when completing your application.