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Job Title: Branch Manager - Marlow
Location: Marlow Travelbag Shop
Salary: Up to £33k DOE + £3k retail allowance + uncapped commission. OTE in year 1 £55k - £60k
Travelbag began back in 1979 and we wanted to offer more than just package holidays. That’s why over 40 years later we’re still tailor-making long-haul holidays and putting our customers at the heart of everything we do - we aim to make out there, easy. We are part of the dnata family, one of the world’s largest air and travel services providers.
We are now recruiting for a Branch Manager to deliver sales results whilst championing the Travelbag brand. Taking the brand guidelines and delivering on them both externally and internally. Holding overall responsibility for financial performance of location through sales achievement as well as localised marketing spend and cost control, contributing to the management of the profit and loss account. This role requires a hands-on approach and a “lead from the front” attitude.
Hours: Full time 37.5 hours per week
Job Accountabilities
Sales:
- Maximise revenue from a strong sales and customer service focus in line with brand guidelines
- Consistently manage, deliver, monitor and improve sales team KPI’s
- Manage enquiries from all sources in accordance with company policy including timely responses and follow up
- Drive sales performance through the management and review of the Sales Incentive Plans within the team and adapt and implement training plans to take corrective action where necessary
- Ensure that all department progress reports and MI reports are delivered timely, highlighting successes and areas of concern with a proposed course of action
- Ensure sales teams are adhering to company policy in terms of data recording, along with product and marketing strategies
Service:
- Always deliver the agreed levels of service and quality ensuring company targets and goals are achieved
- Work in partnership with the post-sales teams - e.g. ticketing - ensuring a high-quality end-to-end service to the customers at all times
Operations:
- Direct and manage area of control and responsibility within agreed operational and financial budgets. Actively reduce cost base to a minimum operational level to maximise revenue opportunities
- Review the existing internal and external business processes offering innovative solutions for improvements where necessary
- Assume overall responsibility for day to day running of location including but not limited to, health and safety, banking, local relationship with suppliers allowing for delegation to team members
- Pre-empt any caveats and barriers to success by ongoing analysis of operations, taking appropriate action to resolve
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Team:
- Lead the Team in a dynamic and inspirational manner
- Engage with other departments to develop and introduce new methods of working and technology to deliver a high level of customer experience
- Co-ordinate with management team to manage and plan available resource for the provision of call flow with a one brand approach
- Establish and maintain collaborative relationships with senior staff
Development:
- Lead, develop and motivate direct reports and staff by proactively identifying and delegating development opportunities to encourage succession planning
- Lead, develop, train, assess, and manage all direct reports to meet operational requirements
Marketing:
- Engage with marketing and other sales departments to drive enquiries to the team through increased footfall, local events, improved end to end customer experience and championing of individual staff knowledge and experience
- Propose plans for localised revenue generation, including targets, costs and resource management and ongoing performance analysis
- Contribute to and attend brand events
To be considered for this role, we need you to have the following skills, experience and qualifications:
- Extensive experience of working at a strategic level in an inbound Sales environment whether call centre or retail
- Sound operational management experience with a proven track record of adherence to schedules and achievement of SLAs
- Travel industry experience
- Strong commercial awareness and financial management
- Thorough understanding of resource optimization and delivery
- Excellent team player, with the ability to contribute and challenge, providing leadership and coaching opportunities within the scope of the performance management process
- Resilient with the ability to overcome challenges to consistently meet and exceed targets Inspirational leader who engages employees to achieve results
- Self-motivated and approaches work with a mature and positive attitude
- Ability to introduce meaningful and stretching KPIs and maintain focus on achievement thereof
- Excellent people management skills
- Good working knowledge of Microsoft Office – Word, Excel and PowerPoint
- Ability to create dynamic and high-performing teams through selection, motivation and development
- Excellent communication skills - both written and verbal
- Excellent influencing skills at a senior management level
- Excellent understanding of relevant internal systems, software and departmental procedures
- Results-focused and committed to high personal standards and a desire to achieve
- Behaves responsibly and efficiently in use of resources and services, ensuring compliance with Health and Safety and expenditure within budgetary controls
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Critical Competencies:
- Collaboration
- Engaging others
- Providing direction
- Team Coach
- Developing talent
- Judgment and analysis
- Business thinking
Travelbag operates 8 retail stores and a virtual call centre in the UK and is owned by dnata Travel, part of the Emirates Group. In the UK, our brands also include Travel Republic, Netflights and Gold Medal Travel.
We have some fantastic benefits, making us a great place to work:
- Travel discounts – we have a dedicated Staff Travel Team to help you plan your next adventure
- 25 days annual leave, increasing to 28 days after 5 full years of service (+ bank holidays)
- Additional annual leave purchase scheme – so you can pursue your love of travel
- Company pension scheme
- Life assurance
- Low-cost health care for you and your family
- Employee Assistance programme
- Mental Health First Aiders
- Ongoing development – we have an in-house People Development Team
- Industry/social events – including supplier events, office socials & parties and pop-up shops
- Cycle to work scheme
- Reward & recognition programme
- Belong programme - Employee Resource Groups (ERGs) that play a crucial role in implementing our DEI strategy
- Volunteer days – one day’s paid leave each year to volunteer with a registered charity
- dnata4good – supporting the local communities we work, live and thrive in
- Refer a friend scheme
- Free eye care tests
- Free Taste Card membership– offering discounts on dining out, movies, attractions, takeaways and online shopping
- Free tea and coffee, break out area with free Wi-Fi
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