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About the Role

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. This role works closely with Regional Vice-Presidents to unite the team under a shared vision, inspiring and supporting others.

Responsibilities

Achieve KPIs for assigned team in Sales per Passenger, Close Rate, Net Promoter Score, and Margin Management.
Ensure consistent implementation of sales processes for optimum performance.
Resolve escalated client concerns or complaints beyond the Destination Expert level.
Partner with the Workforce Management Team on scheduling strategies, time off requests, inbox management, and facilitation of huddles.
Manage the team’s ability to provide the highest level of service throughout the customer life cycle.
Develop the Sales Team through training, motivating, coaching, and managing performance.
Create and maintain a cohesive team environment.
Track, monitor, and respond to individual team member metrics and overall regional team performance metrics.
Facilitate 1:1s, goal setting, and year-end performance discussions with direct reports.
Conduct monthly and quarterly performance check-ins with assigned sales team members.
Monitor staffing levels to ensure appropriate coverage.
Participate in the recruitment of new hires to the team.
Work with the Learning & Development Team to ensure training materials and resources are available and relevant.
Provide feedback to RVP, Sales on process improvement for sales and customer service policies and procedures.
Exemplify and assist in driving the Kensington Values into 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.
Act as back-up Director for other regions when support is required.
Complete ad hoc projects as assigned.
Perform rotating Saturday, Holiday & After Hours shifts as needed.

Requirements

Minimum five years of progressive work experience in the travel industry.
Leadership experience including people management, team development, and directing proven business success.
Excellent communication skills with proven ability to influence customers and team.
Customer service focus with strong understanding of the luxury travel market.
Entrepreneurial mindset; highly functional in a fast-paced, constantly changing workplace.
Results-oriented; thrives working in a technology and KPI-driven organization.
Proven ability to work collaboratively, managing and exceeding expectations with multiple stakeholders.
Ability to build trust and work through conflict both upwards and downwards.
Takes ownership, initiative, and is self-directed.
Strong organization and time management skills.
Ability to problem-solve and perform in a time-pressure environment.
Please speak to your manager before applying.

Skills

Sales Management
Talent Management
Culture & Engagement
Communication Skills
Customer Service
Leadership
Team Development
Performance Management
Recruitment
Training
Process Improvement
Collaboration
Problem Solving
Time Management
Organization Skills

Experience Level

Minimum five years of progressive work experience in the travel industry
Leadership experience