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About the Role

Lead a high-performing sales organization where exceptional guest experiences and commercial success go hand in hand. Inspire and develop Sales Team Managers to create a dynamic, guest-focused sales culture that drives revenue, productivity, conversion, and service excellence. This is a strategic leadership role with significant influence across sales, service, product, loyalty, and operations, playing a critical role in shaping business strategy, enhancing team performance, and delivering memorable travel experiences.

Responsibilities

Lead, coach, and inspire Sales Team Managers to create a culture of sales excellence and exceptional guest service.
Drive performance against sales budgets, revenue goals, productivity targets, conversion metrics, and service KPIs.
Develop and execute long-term business plans aligned with company vision, budgets, and performance objectives.
Partner with sales, service, product, loyalty, and operations leaders to deliver a seamless guest experience.
Ensure guest understanding and personalized discovery processes remain central to every customer interaction.
Drive commercial performance through strategic promotion of preferred properties, offers, and supplier programs.
Continuously analyze sales performance, profitability, productivity, and conversion opportunities.
Provide data-driven insights and recommendations on market trends and business opportunities.
Develop initiatives to strengthen trading performance, including weekend sales strategies.
Identify and implement process improvements and efficiencies to increase productivity and booking volumes.
Create an agile, fast-paced environment that prioritizes speed to market and responsiveness to guest needs.
Oversee and enhance booking processes to improve conversion rates and guest satisfaction.
Lead daily, weekly, and ongoing communication rhythms with management teams to ensure alignment and execution.
Monitor performance against targets and provide regular reporting for leadership and board-level stakeholders.
Support workforce planning, recruitment, scheduling, absence management, and resource allocation.
Lead performance management activities including coaching, training, KPI management, and development reviews.
Ensure effective administration of bookings, documentation, payments, and manifests.
Maximize the use of commercial offers and promotions while maintaining excellent guest satisfaction.
Monitor market trends and competitor activity and share insights with product leadership teams.
Support managers in resolving guest concerns, complaints, and escalations effectively.
Ensure emergency response and crisis management processes are maintained and effective.
Enable teams to contribute to and execute sales and service strategies.
Partner with product leadership on annual familiarization trip planning, budget management, and destination expertise development.
Perform additional duties as reasonably required by leadership.
Contribute to a safe, inclusive, and accessible work environment where all employees feel welcomed, respected, and supported to thrive.

Requirements

Proven leadership experience managing sales leaders, managers, or large sales teams.
Strong experience driving sales performance, productivity, conversion, and customer experience outcomes.
Demonstrated success developing and executing business plans and commercial strategies.
Experience analyzing sales data, KPIs, budgets, and profitability metrics to inform decision-making.
Ability to coach, mentor, and develop high-performing leaders and teams.
Strong stakeholder management and cross-functional collaboration experience.
Experience managing recruitment, workforce planning, and performance management processes.
Excellent communication, presentation, and influencing skills.
Strong commercial acumen with the ability to identify and maximize sales opportunities.
Experience handling guest escalations and service recovery situations.
Ability to thrive in a fast-paced, agile, customer-focused environment.
Travel, hospitality, leisure, or customer experience industry experience preferred.

Location

New York, New York

Work Type

Onsite

Salary/Compensations

$130,000

Benefits

Reward & Recognition programs
Diversity, Equity & Inclusion initiatives including Diversity Day and Employee Resource Groups
Opportunities for career growth and development
Paid Time Off: up to 15 vacation days (increasing to 20 after 2 years), 5 sick days, 3 personal days, 1 Diversity Day, 1 Volunteer Day, and 9 recognized holidays annually.
Travel perks/discounts
Health & Wellness Programs and Employee Financial Wellness Services
National/International Award Nights and Conferences
Health benefits including medical, dental, vision, gender affirming care, and fertility care
Insurance including hospital indemnity, AD&D, critical illness, long-term and short-term disability
Flexible Spending Accounts
Employee Assistance Program
401k program with partial match
Tuition Reimbursement Program
Employee Share Plan – Ability to purchase company stock with partial company match
Global career opportunities

About the Company

Scott Dunn is a luxury travel operator dedicated to creating unforgettable, tailor-made vacations.
Founded in 1986, Scott Dunn has earned a reputation for delivering impeccable service, insider knowledge, and unique travel insights.
The company specializes in curating personalized journeys to the world’s most beautiful destinations.
Scott Dunn ensures every detail is taken care of, allowing guests to fully immerse themselves in their adventures.
Flight Centre Travel Group (FCTG) is renowned internationally for having amazing perks and an even better culture.

Equal Opportunity

Flight Centre Travel Group USA’s promise is to provide an environment with equality of respect, dignity and opportunity for all employees.
We value an inclusive and supportive workplace which truly reflects the diversity of our society.
We are an affirmative action and equal opportunity employer committed to providing a barrier-free pathway throughout our recruitment process.
We welcome accommodation requests to help make our hiring and onboarding experience as accessible as possible.