Sales Delivery Manager

Skills & Requirements

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 behavior 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.

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 is required.
• Proficiency in additional languages is highly advantageous due to multi-lingual team management.

Key Personal Attributes/Behavioral 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 behavior 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.

Benefits:

Salary for this is an exempt position range $75,000 to $80,000 Annual USD/CAD plus Sales Incentive Plan. HX expedition provides an excellent benefits package which includes competitive compensation, employer paid Medical, Vision, Dental, EAP, Retirement with 4% match, 11 paid Holidays, Vacation 3 weeks, 9 personal days, familiarization trips, excellent employee discounts, and more!