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A&K Director, Tailor Made

crystal-cruises · 30+ days ago
Negotiable
Full-time
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Position Summary

Drive sales of all Tailor-Made geographic teams by providing effective, consistent management, continuity, and leadership skills to achieve TM annual sales goals.

Responsibilities and Accountabilities

  • In conjunction with the VP and other management team members, implement sales strategies and reporting metrics to measure, analyze and evaluate the overall effectiveness of the overall TM team
  • In conjunction with the VP, drive management TM team to achieve annual sales goals, increase conversions and be accountable for TM team goals
  • Monitor array of TM reports and report trends to VP, evaluate all reports to support the TM team and make recommendations and implement improvements
  • Monitor TM routing usage across dedicated regions and ensure workflow is appropriate
  • Act as the primary point of contact for management team members with escalated conflict resolution, policy, procedure, destination, and technical questions
  • Provide guidance on booking financials as needed (ie: margins, profits) to staff and managers
  • Point of Contact for the next step escalated files for the Outside Sales Directors for TM team
  • In conjunction with the Private Travel Manager, evaluate and recommend HNW/GK procedures to streamline and ensure continuity
  • Monitor all monthly TM reporting including driving Net Due follow up, QC checklist, Weekly follow up, YOY/MOM statistical reporting by TC and Team
  • Recommend and drive communication channels across geographic teams and throughout the company
  • Evaluate the need for new hires and drive approved hiring, adjust staffing to accommodate needs across teams, and oversee training of any required staff
  • Evaluate and monitor TM team performance and provide approved recommendations for process, procedure, reporting, and technology improvements across all TM teams.
  • Coach and mentor team to ensure A&K Sales and Service standards are met
  • Ensure the integrity of all sales, purchasing, and pricing models is maintained
  • Manage and monitor call queues to ensure appropriate phone coverage
  • Ensure FAM trips are scheduled to maximize destination/product knowledge
  • Ensure Company policies and procedures are adhered to
  • Monitor business cycles to ensure phone coverage during FAMs, peak sales periods, etc.
  • Collaborate with DMCs, Third Party Suppliers, and other internal departments to facilitate booking processes, close sales and manage quality issues

Skills and Abilities

  • Excellent understanding of financial modelling and ability to grasp complex sales and margin schemes
  • In-depth working knowledge of Travel Studio required
  • Ability to think outside current procedures and drive recommendations
  • Proven ability to manage multiple projects with day-to-day operations and prioritize tasks
  • Ability to use sales and marketing tools to drive sales
  • Effective people management and team building skills
  • Proven success in managing sales processes and large teams
  • Strong multi-tasking, organizational and problem-solving skills required
  • Flexibility and a positive attitude
  • Ability to work well in stressful situations
  • Excellent written and verbal communication skills
  • Knowledge of world geography
  • Intermediate to advanced computer skills required (Microsoft Word, Excel, and PowerPoint) and the ability to quickly master new technologies
  • Excellent customer service skills
  • Proven adaptability to changing situations, procedures, and priorities
  • Must speak/read/write English – additional languages a plus

Requirements

Education and Experience

  • A minimum of 10 years of sales/customer service management in the luxury market preferred
  • Luxury travel industry experience required
  • Bachelor’s degree required or relevant work experience

Special Requirements

  • International travel may be required (and maintain a current passport)
  • Evening and weekend hours may be required

Last updated on Mar 11, 2024

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