Sales Team Manager DACH - Guest Excellence
- Prague
- Hybrid
Overview:
The Team Manager is responsible for providing direct support to the sales team, focusing on mandatory coaching, call monitoring, and maintaining overall quality standards. While primarily dedicated to team leadership and operational excellence, the Team Manager also gathers valuable frontline insights to inform commercial strategies. This role is crucial in driving team performance, enhancing customer satisfaction, and contributing to the company's growth.
Key Responsibilities:
• Oversee the sales team's workflow to ensure KPIs and sales goals are achieved, including sales targets, conversion rates, quality scores, and customer satisfaction scores.
• Conduct regular performance evaluations and coaching sessions with team members to develop skills, improve performance, and implement improvement plans as necessary.
• Provide immediate feedback and implement corrective actions to address performance issues promptly, maintaining accurate records of coaching activities and progress against development plans.
• Foster a positive and motivational team environment that aligns with company values, organizing team-building activities and recognition programs to boost morale and performance.
• Perform regular call listening to ensure adherence to quality standards, providing immediate feedback and implementing corrective actions when necessary.
• Implement and adhere to the established quality framework and processes, maintaining accurate records of call assessments and quality metrics.
• Provide regular reports to senior management on team performance and quality standards, documenting all coaching activities and outcomes.
• Collaborate with Workforce Management and other Team Managers to ensure proper phone coverage, optimize staffing and scheduling, and ensure efficient resource utilization in response to call volume fluctuations.
• Actively collect feedback from team members about customer needs, preferences, and common issues, utilizing frontline interactions to identify trends and patterns in customer behavior.
• Analyze gathered information to generate actionable insights, sharing these insights with market leaders and senior management through structured communication channels.
• Participate in meetings to discuss frontline observations and contribute to strategy development, collaborating closely with market leaders and cross-functional teams to ensure readiness for campaigns and alignment with business objectives.
• Provide feedback on campaign performance to inform future strategies, enhancing effectiveness and alignment with customer needs.
• Contribute to and lead projects as assigned.
• Perform other duties as required and assigned.
Skills & Requirements
Requirements:
Knowledge & Skills:
· High School Diploma or GED required; Bachelor's degree in Business, Marketing, or a related field preferred.
· Minimum 3 years’ experience in managing Sales/ Service team(s) preferably in contact center environment
· Experience in Cruise / Travel is a benefit
· Fluency in German and English is mandatory.
· Proficiency in additional languages is highly advantageous for managing a multilingual team
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.
Great Place to Work
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Passionate Explorers - We are proud of our history and are driven to create more.
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‘Can-Do’ Mindset - We jump-in and proactively contribute to the greater good.
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Supportive and Collaborative Teams - We are curious and generous with our knowledge. We Trust.
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Genuine Interactions - We want all people to be their true selves.
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Humble Leadership - We have a short distance between leaders and teams.
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.
Single-use plastic banHurtigruten was the first major travel company to have removed single-use plastic from its entire fleet and our hotels.
Hybrid Explorer shipsHX Expedition has two hybrid-electric powered expedition cruise ships that offer a 20% reduction of fuel consumption.
Beach cleanupsHX Expedition Teams encourage guests to take part in beach clean-ups, which results in several metric tonnes of trash every year being removed.
HX Expedition FoundationOur HX Foundation is a dedicated charity supporting local communities and environmental initiatives solely on the areas where HX’s Expedition ships sail, from the Arctic and Alaska to the UK, Galápagos Islands and Antarctica.
Anna Zítko | Contact Person
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