Sales Delivery Manager DACH
Industry
Travel & Tourism
Category
Sales
Experience
Mid level
Contact Person
Tomy Guillaume
Job Description
As the Sales Delivery Manager DACH, you will lead and manage a multi-lingual team of Customer Sales Advisors to maximize performance, quality, and achievement of KPIs. You will ensure that the customer experience is consistently delivered at the highest standard. Utilizing innovative methods and providing coaching support, you will optimize sales delivery and drive efficiency across markets. You will also provide valuable feedback to the business on consumer behaviour and campaign effectiveness to inform strategic decisions.
Key Responsibilities:
- Lead as the first point of contact for the local market and Team Leaders.
- Manage the sales team's workflow and load to ensure KPIs and goals are achieved, including sales targets, conversion rates, quality scores, and customer satisfaction scores.
- Coordinate with WFM and Team Leaders to optimize resource utilization in response to call volume fluctuations.
- Collaborate closely with market leaders and cross-functional teams to ensure readiness for campaigns and alignment with business objectives.
- Provide actionable feedback to markets and the business on consumer behaviour trends and campaign effectiveness to enhance future strategies.
- Coach and support Team Leaders and sales advisors to optimize sales delivery and performance through regular training and development programs.
- Drive efficiency across multiple markets by leveraging the strengths of a multi-lingual team and implementing best practices.
- Analyze sales data and market trends to make informed decisions and recommendations.
- Organize motivational activities for Team Leaders and the sales team to boost morale and performance.
- Contribute to global projects and process improvement initiatives to enhance resolution efficiency.
- Create a solution-oriented and motivational environment for the team.
- Be available for crisis training and on-call support when required.
- Travel as necessary for meetings, training sessions, or conferences.
Skills & Requirements
Requirements:
Knowledge & Skills:
- A bachelor’s degree
- Minimum 3 years’ experience in managing Sales/ Service team(s) preferably in contact center environment
- Experience in Cruise / Travel is a benefit
- Proficiency in Microsoft Office Suite and CRM systems (e.g., Salesforce).
- Strong analytical skills to interpret sales data and market trends.
- Understanding of service/sales center infrastructure and way of working
- Knowledge of COPC practices and compliance standards is beneficial.
- Fluency in English and German is required.
- Proficiency in additional languages is highly advantageous due to multi-lingual team management.
Key Personal Attributes/Behavioural Competencies:
- Drive for Results/Action-Oriented: Targets and achieves results, shows energy, and reacts promptly to opportunities.
- Planning and Organization: Works systematically and efficiently, effectively handles distractions and interruptions.
- Learning/Problem Solving: Understands issues and underlying causes, applies new information quickly, tackles hurdles creatively.
- Integrity/Trust: Deals with others honestly, is accountable for actions, maintains confidentiality, supports company values, and has a strong work ethic under minimal supervision.
- Composure/Adaptability: Supports change, encourages innovation and new ideas, handles pressure well, and adjusts to changing needs.
- Leadership Skills: Demonstrates the ability to lead, motivate, and develop a high-performing, multi-lingual team.
- Excellent Communication Skills: Communicates effectively with team members, stakeholders, and customers across different markets.
- Customer Focus: Committed to delivering exceptional service and enhancing the customer experience.
- Strategic Thinking: Provides insightful feedback on consumer behaviour and campaign performance to influence business strategies.
- Coaching and Development: Skilled in coaching team members to optimize sales delivery and performance.
- Ethical Standards Compliance: Ensures all actions comply with company policies and industry regulations.
Collaboration
Works collaboratively with Process Excellence, Revenue Management, Loading, Production, Air Team, Sales Support, WFM, Learning and Development, Quality and Analytics, Marketing, IT, Finance, and PEX teams.
HX Spirit:
- Passionate Explorers: We are proud of our history and are driven to create more.
- ‘Can-do’ Mindset: We jump-in and proactively contribute to the greater good.
- Humble Leadership: We have a short distance between leaders and teams.
- Genuine Interactions: We want all people to be their true selves.
- Supportive & Collaborative Teams: We are curious and generous with our knowledge. We Trust.
About the company
Since 1896, HX have championed sustainability in the expedition cruise sector. From launching the world’s first battery-hybrid expedition cruise ships to banishing heavy fuel oil and single use plastics from our fleet. We are at the forefront of driving sustainable practices in expedition cruises that prioritise greener travel.
For nearly 130 years we have been committed to continuously improving what we do for our guests but also for the people we work with.
We are a group of explorers who want to seek out the very best journeys for our guests but also for ourselves. We take our guests on big life-changing adventures, from the stunning wilderness of the Arctic to the incredible creatures on the Galápagos Islands all on our purpose-built expedition ships. Our HX fleet explore hundreds of destinations in over 30 countries across 5 continents.
Our ambition is strong and lofty – we want to become the number one sustainable expedition brand in the world. But we recognise we need passionate explorers, with can-do mindsets, humble leadership skills which bring people together for genuine interactions in a supportive and collaborative way.
As a newly branded company built on a 130-years heritage, HX is at an exciting new chapter and as we embark on this new journey, we believe your skills and passion could thrive. We are looking for talented explorers who want to join us on our exciting expedition to growth and success. This could include travelling and working in amazing HX hubs both on sea and land. From our impressive new Headquarters in London to our state-of-the-art Customer Service Centre just opened in Prague as well as various offices across Europe, the US and APAC.
One thing you’ll find whether on sea or land is a group of people, all connected with the same mindset and purpose - we want to explore more, champion sustainability and become the world’s very best expedition cruise operator.
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