Sales Manager - Guest Excellence

Skills & Requirements

Key Responsibilities & Deliverables:

This role holds full ownership for leading a high-performing frontline team, ensuring the consistent delivery of strong sales performance, high-quality guest interactions, and adherence to HX quality standards. The Sales Team Manager is expected to drive team capability, performance accountability, and operational excellence, while acting as a key link between frontline insight and wider commercial strategy.

• Lead, inspire, and manage a team of 10-12 Expedition Travel Specialists, ensuring strong sales performance, service standards, accountability, and alignment to the HX Spirits.
• Role-model hybrid working expectations and foster strong in-office engagement across the team.
• Deliver regular, structured coaching, call evaluation, and development plans that improve sales conversion, guest experience, and quality outcomes.
• Tailor coaching and leadership approaches to individual strengths, development needs, and performance levels, ensuring support and challenge are applied appropriately.
• Build and maintain a positive, high-energy, performance-focused team culture that promotes motivation, recognition, wellbeing, accountability, and continuous improvement to achieve sales, conversion, and quality goals.
• Hold clear accountability for team performance against agreed KPIs, addressing underperformance effectively and leading improvement plans where needed.
• Oversee day-to-day team operations, ensuring appropriate coverage, workflow efficiency, and readiness for changes in call demand in partnership with Workforce Management.
• Ensure adherence to the Guest Excellence quality framework, maintaining accurate documentation of quality assessments, coaching feedback, and performance progress.
• Provide clear, data-driven reporting on team performance, including sales trends, conversion, quality indicators, productivity, and guest insight, translating findings into actions and recommendations for senior leadership.
• Identify recurring guest, market, system, and process themes from frontline activity, and translate these into actionable insights for commercial, marketing, product, and operational stakeholders.
• Collaborate closely with market leaders and cross-functional teams to support campaign readiness, execution, issue resolution, and continuous improvement.
• Contribute to and lead operational or commercial initiatives that support business objectives, improve team effectiveness, and enhance guest outcomes.
• Embed sustainability thinking into team leadership, decision-making, and collaboration with partners.
• Champion the HX Spirits.
• Other duties as assigned.

About you:

Experience required:

• Fluency in English is required.
• Minimum 3 years' experience managing sales and/or service teams within a contact centre or high-volume guest-facing environment.
• Demonstrated success in coaching, performance management, and developing high-performing teams.
• Experience managing performance against sales targets, service standards, or KPIs in a fast-paced contact centre environment.
• Strong understanding of sales operations, quality frameworks, and customer experience best practices.
• Proven ability to interpret, analyse, and act on contact centre metrics, including conversion, quality, customer satisfaction, productivity, service performance, and sales results.
• Confident using performance dashboards, CRM data, and contact centre analytics to identify trends, inform coaching priorities, and support business recommendations.
• Demonstrated ability to lead teams through operational, system, commercial, and process changes while maintaining engagement and performance.
• Tech-forward and adaptable, with a proven ability to quickly learn new systems.
• Proficiency in MS Office applications including Outlook, PowerPoint, Word, and Excel.
• Experience working in a multi-national organisation with a global guest mix.
• Willingness to travel occasionally for business needs.

Key Personal Attributes / Behavioural Competencies:

• Safety and compliance-minded, for yourself, your team, and our guests.
• High degree of personal integrity, professionalism, and accountability.
• Energised by hybrid working, using in-person time to collaborate, connect, and share knowledge.
• Passionate about inclusion and belonging, fostering a diverse and welcoming team environment.
• Clear, confident, and effective communicator across stakeholders and markets.
• Strong organisational skills, with the ability to balance competing priorities, operational demands, and people leadership responsibilities.
• Adaptable, resilient, and able to navigate change in a positive and productive manner.
• Detail-oriented, with a commitment to accuracy and continuous improvement.
• Skilled in problem-solving, coaching, performance conversations, conflict resolution, and stakeholder management.
• Self-motivated with a strong sense of urgency and follow-through.
• Demonstrates pride in all aspects of work, from strategic initiatives to essential daily operations.
• Represents HX with professionalism, sound judgement, and composure, including when navigating challenge, change, or differing viewpoints.