Sales Director, North America - Internal

Toronto, ON, Canada

Application Deadline: Friday, October 30th

Job Description

The Director, Sales is responsible for leading, managing, and motivating their team of Destination Experts to ensure the team is delivering desired results in their dedicated region. Workingclosely with the Regional Vice-Presidents and, the Director, Saleswill have direct impact onuniting the team under a shared vision; committed to inspiring and supporting others.

• Achieve KPI’s for assigned team in the areas of; Sales per Passenger, Close Rate, Net Promoter Scoreand Margin Management
• Ensure consistent implementation of our sales processes for optimum performance
• Resolveany 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 ofhuddles
• Manage the team’s ability to provide the highest level of service throughout the customer life cycle

Talent Management

• Lead by example. Develop the Sales Team (Destination Leads, Sales Leads, Destination Experts) 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 monthly and quarterly performance check-ins with assigned sales team membersor 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)
• Work with the Learning & Development Team to ensure training materials and resources are available and relevant for the sales team
• Provide feedback to RVP, Sales onprocess improvement for sales and customer service policies and procedures

Culture & Engagement

• Exemplify andassist in driving the Kensington Values into the daily operations and company culture
• Actively recognize and promote team membersin 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 back-up Director for other regions when support is required
• Ad hoc projects as assigned
• Rotating Saturday, Holiday & After Hours shift as needed

Qualifications

• Minimum five years of progressive work experience in the travel industry
• Leadership experience including people management, developing team,and directing proven business success
• Excellent communication skills with proven ability to influence customers and team
• Customer service focus with strong understanding of luxury travel market
• Entrepreneurial; highly functional in a fast paced, constantly changing workplace
• Results oriented;thrives working in a technology and KPI driven organization
• 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.
• Takes ownership, initiative and is self-directed.
• Strong organization and time management skills
• Ability to problem solve and perform in a time pressure environment