Manager, Consumer Sales - Outbound

This position is responsible for the overall channel/team management of the Consumer Sales department. Responsible for leading the team of sales agents and management to achieve optimal results for all direct sales related functions. Position is responsible for the revenue generation of markets direct sales bookings and revenue. Leveraging both inbound and outbound channels to establish an industry leading direct sales team to provide excellent level of service and conversions directly to passengers looking to sail on Crystal. Overall responsibility includes leveraging the Crystal Cruises database for harvesting prospects, following up with new leads, answering inbound inquiries while mitigating the risk of abandonment, interflow and unnecessary overflows, and servicing Crystal Cruises direct booked passengers, regardless of which direct vertical.

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 and be accountable to department target

Make recommendations for process, procedure, reporting and technology improvements

Manage Direct Sales Coach to ensure administrative booking tasks are completed in a timely manner

Build and manage a high-functioning sales force to drive new revenue, liaising with Director of Consumer Sales to establish, grow and maintain the consumer sales channel.

Maintain, Monitor, and track daily sales targets and outbound department daily targets, metrics, and goals with respect to but not limited to bookings, revenue, dials, and hours.

Develop consumer sales strategy, goals, and budgets in collaboration with the department head.

Execute strategy and measure results, providing management with monthly progress and goal reports, maintaining regular dialogue with senior management regarding consumer sales performance.

Develop and maintain a high level of guest satisfaction for all direct sales channel bookings

Direct the team of consumer sales professionals and ensure they have leads and tools to achieve assigned targets.

Work with Sales Coach to follow a consistent sales process that reflects a high level of service for outbound sales professionals

Develop and implement lead generation and management strategies to ensure high conversion rates

Work closely with CRM team to continue growth and ease of use of lead generating software.

Identify opportunities for increased performance and quality.

Foster continued growth of department by exceeding set goals.

Development and management of the first-in-class global sales training program, based on SSC selling model

Works collaboratively with various departments to develop and improve training with product knowledge and processes

Effectively train and advise local direct sales teams on new programs and initiatives rolling out at a company level.

Support the director and department in any and all matters to reach goals.

Skills and Abilities

Effective people management and team building skills

Strong multi-tasking, organizational and problem-solving skills

Ability to work in a high pressure, high stress environment

Excellent written and verbal communication skills

Extraordinary Sales ability and superior customer service demeanor

Excellent organizational skills, attention to detail and analytical skills required

Ability to work in a team environment

Knowledge of world geography

Intermediate to advanced computer skills required (Microsoft Word, Excel and Power Point) and ability to quickly master new technologies

Experience in Direct/Consumer Sales Management.

Excellent presentation skills.

Self-motivated and results oriented.

Fluency in MS Office applications, including Outlook, Word, Powerpoint and Excel.

The ability to lift up to 35 lbs.

Education and Experience

5 - 10 years of experience in travel industry sales.

Bachelor's degree required or equivalent experience.

Extensive international destination knowledge, including Crystal destinations preferred.

Existing travel industry sales relationships on a national level

Demonstrated track record of sales success required with a leading luxury travel company.

Special requirements

Evening and weekend hours may be required

International travel may be required (and maintain a current passport)

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required by the employee.