In this role you lead a regional contact centre sales team to drive revenue, conversion and customer service while promoting ancillary sales. You’ll work cross-functionally to shape sales strategies, forecast performance and optimise operations. The position combines leadership with hands-on analysis to turn data into performance improvements in a high-volume environment. You will influence commercial strategy in international travel and shape a positive, values-led sales culture.
Responsibilities
Lead, coach and develop a regional sales team, including recruitment, performance management and succession planning.
Own sales targets, conversion, revenue, upselling and customer service metrics.
Develop sales strategies, forecast performance and report to senior leadership.
Utilise CRM, contact centre and analytics tools to monitor KPIs and pipeline health, driving improvements.
Oversee workforce planning, agent scheduling and shift optimisation for coverage and productivity.
Collaborate with Marketing, Product, Finance and Customer Operations on campaigns and improvements to booking channels.
Design incentive programs to drive ancillary sales (Air and Travel Insurance).
Ensure compliance with GDPR and data protection regulations; maintain ethical sales practices.
Key requirements
5+ years’ experience managing and developing sales teams in a conversion-focused environment
5+ years’ experience in a high-volume contact centre or customer contact setting
Strong experience in travel and tour operations
Understanding of travel booking processes and distribution channels
Proven use of CRM, contact centre tech, workforce management and analytics tools
Strong commercial and analytical skills with data-driven decision making
Excellent communication, presentation and stakeholder management
Ability to stay calm, organized and decisive with high volumes and competing priorities
Genuine passion for coaching and building a positive sales culture
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