Cruise Sales Team Leader
- Portsmouth London
- Permanent
- Full-time
- Lead with Impact: Collaborate closely with the Sales Manager to inspire and lead your team to achieve and exceed ambitious sales targets.
- Strategic Growth: Assist in developing and implementing innovative sales strategies that drive our business objectives forward.
- Empowerment Through Coaching: Provide exceptional coaching, training, and development to agents of all experience levels, giving our team a competitive edge in the industry.
- Mastering the Flow: Take ownership of call and email volumes, ensuring prompt and effective handling within our SLAs, always delivering outstanding customer service.
- Data-Driven Decisions: Conduct insightful daily, weekly, and monthly analysis of performance, identifying opportunities for growth and providing valuable feedback and reports to the Sales Manager and wider business.
- Goal Setting & Celebration: Set clear daily, weekly, and monthly sales goals, providing constant motivation and championing successes along the way.
- Nurturing Talent: Conduct regular 1-to-1s, dynamic daily team huddles, probation reviews, and personalised Personal Development Plan (PDP) discussions.
- Team Collaboration: Work seamlessly with other Assistant Managers to ensure the entire floor and company achieve their targets.
- Seamless Customer Journeys: Develop strong, collaborative relationships with other departments to ensure a smooth and exceptional customer experience from start to finish.
- Problem Solver & Escalation Point: Confidently handle escalated calls, concerns, or feedback, taking appropriate and decisive action.
- Quality Champion: Ensure agents adhere to our company's minimum standards, proactively working to reduce errors and maximise the customer experience.
- Maximising Opportunities: Ensure team replies are responded to effectively and professionally, consistently looking for booking opportunities.
- HR Support: Participate in HR proceedings, including investigations and disciplinary actions, with professionalism and fairness.
- Welcoming New Talent: Conduct interviews and be actively involved in onboarding new agents, providing a smooth transition from training to the sales floor, and helping to reduce attrition.
- Product Expertise: Maintain an in-depth knowledge of all Iglu.com products, processes, and procedures.
- Market Insight: Stay up-to-date with new supplier products, services, industry trends, and competitor activities to effectively implement sales strategies.
- Hands-On Leadership: Participate in "back to the floor" days to maintain excellent front-line knowledge and understanding.
- Innovate & Improve: Proactively contribute ideas for service or sales enhancements and make valuable recommendations to the business.
- Travel Opportunities: Attend and/or lead educational trips as required, broadening your industry knowledge and networking.
- Compliance & Integrity: Adhere to all company policies and procedures, including Health & Safety, Equal Opportunities, Data Protection, Code of Conduct, Security, IT, and Internal Control Financial Regulations.
- Proven Success: A demonstrable track record of consistently achieving and exceeding KPIs.
- Travel Industry Insight: Valuable experience in travel sales.
- Customer Service Excellence: Previous experience in delivering outstanding customer service.
- Analytical Acumen: Proficient in reading and interpreting reporting platforms, including but not limited to Tableau.
- Coaching & Mentoring: 2+ years of experience in delivering effective coaching and feedback to agents.
- Inspiring Leadership: 2+ years of leadership and motivational experience.
- Sales Process Mastery: In-depth knowledge of sales processes and procedures.
- Product Knowledge: A comprehensive working knowledge of all products sold by Planet Cruise / Iglu.com.
- Tech Savvy: Good standard of IT skills, including the Google Platform, Word, Excel, and other relevant tools.
- Exceptional Communicator: Excellent verbal and written communication skills, with strong interpersonal abilities.
- Customer Champion: Customer-focused with the ability to take ownership and resolve complex customer issues effectively.
- Positive & Persuasive: A positive, hardworking mentality with excellent negotiation and influencing skills.
- Numerically Astute: Highly numerate, demonstrating a solid understanding of all performance metrics and calculations.
- Adaptable & Creative: Highly flexible, positive, and resilient, with the ability to be innovative and create a fun, engaging environment.
- Growth Mindset: Fosters a positive environment of continuous improvement.
- Business Savvy: Displays good commercial awareness and understanding of company business plans, objectives, strategy, and competitor landscape.
- Organisational Pro: First-rate organisational skills
- Lead by Example: Demonstrates a strong work ethic, always leading by example.
- Proactive Innovator: Possesses a strong degree of initiative, able to improve processes and introduce new techniques, generating creative ideas.
- Composed Under Pressure: Ability to work effectively under pressure to meet targets and tight deadlines.
- Solution-Oriented: A pragmatic problem solver, solution-focused, and always finding ways to succeed.
- Committed to Growth: Accountable for your own learning and personal development.
- Embraces Change: High tolerance for ambiguity.
- Thread Conversion
- Margin
- Bookings per day
- Margin per hour (MPH)
- Quality and % of error-free work
- Dilution
- Call reason logging
- Attendance and adherence
- Customer Satisfaction
- Service levels