Manager, Tailor Made RSC - Abercrombie & Kent USA

Position Summary
Achieve annual sales goals by providing effective management and leadership skills.

Responsibilities and Accountabilities

• Develop sales strategies and use reporting metrics to measure, analyze, and evaluate the effectiveness of the sales team
• Drive team to achieve annual sales goals, increase conversions, and be accountable for regional and individual TM team goals
• Point of Contact for the next step escalated files for the Outside Sales Directors for a geographic region
• Review all HNW/GK proposals for accuracy and ensure inclusion of A&K WOW moments and value in each proposal for geographic region
• Monitor all weekly and monthly TM reporting including driving Net Due follow-up, QC checklist, Weekly follow-up, YOY/MOM statistical reporting by TC and Team, and monitor Team production monthly/quarterly if on track. Review reporting for booking trends and report to the VP
• 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
• Administrative staff-related duties including approval of staff hours, scheduling of PTO
• Identify any gaps, evaluate performance, and drive training for staff
• Evaluate and monitor TM team performance and provide approved recommendations for process, procedure, reporting and technology improvements across all 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
• Provide guidance on booking financials as needed (ie: margins, profits) to staff
• 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
• Resolve escalated problem files with team members
• Make recommendations for process, procedure, reporting, and technology improvements
• Coach and mentor all team members to ensure A&K Sales and Service standards are met

Requirements

Skills and Abilities

• Effective people management and team building skills
• Proven success in managing sales processes
• Strong multi-tasking, organizational, and problem-solving skills
• Ability to work well in stressful situations
• Ability to work and contribute to a team environment
• Excellent organizational skills
• Excellent written and verbal communication skills
• Working knowledge of Travel Studio preferred
• 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

Education and Experience

• Minimum five years experience in sales/customer service management preferred
• Bachelor’s degree required or relevant work experience
• Luxury travel industry experience preferred

Special Requirements

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

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home
• Wellness Resources