Black Tomato
Head of Sales and Excellence
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Head of Sales & Client Excellence – Job description
What we’re looking for…
We’re looking for an exceptional Head of Sales & Client Excellence to help lead the next stage of Black Tomato’s growth.
This is a significant leadership role within the business, responsible for the day-to-day leadership and performance of our global Sales and Operations teams, and for ensuring that commercial excellence and exceptional client delivery remain firmly connected.
We’re looking for someone who can bring together commercial rigour, brilliant people leadership and an instinctive understanding of what outstanding service looks like. Someone who can build on everything that already makes Black Tomato special, while continuing to raise the bar on performance, consistency and how we deliver for our clients.
You’ll lead and develop our Sales and Operations Managers, take ownership of the global sales plan and performance rhythm, and help create the conditions for our teams to do their very best work. You’ll also play an important role within Black Tomato’s Senior Leadership Team, working closely with Marketing, Product, Client Experience, Digital, Finance and the wider business as we continue to evolve and grow.
Crucially, this isn’t about creating rigid processes or turning luxury travel sales into a formula. We want someone who can define and champion what great looks like at Black Tomato, while protecting the creativity, personality, judgement and entrepreneurial spirit that sit at the heart of our best client relationships.
And, as with every leadership role at BT, how you do it matters. We’re looking for someone who embodies our values: curious about what could be better, thoughtful in the way they lead people and clients, and humble enough to build success through others.
Key requirements will ideally include…
Responsibilities
- Lead the day-to-day performance of Black Tomato’s global Sales and Operations teams, creating clarity, accountability and a strong shared sense of ambition.
- Lead, support and develop our Sales and Operations Managers, building an outstanding leadership group around you.
- Own delivery of the global sales plan, including sales and gross profit performance, pipeline health, conversion, productivity and forecast accuracy.
- Create a clear and consistent understanding of “what great looks like” across the Black Tomato sales journey – from enquiry and discovery through to proposal, booking, handover and delivery.
- Drive high standards of operational efficiency and ensure Sales and Operations work brilliantly together around the needs of the client.
- Champion exceptional client service, taking accountability for the quality of the client promise and ensuring that expectations set during the sales process translate into exceptional delivery.
- Build a high-performance culture where people are supported, challenged, developed and held accountable.
- Identify performance, resource and capability challenges early and take thoughtful, decisive action.
- Use data, insight, technology and AI to improve decision-making, responsiveness and team effectiveness without losing the human quality of the Black Tomato experience.
- Drive repeat and referral performance and help ensure our most important client relationships are understood and protected across the business.
- Work closely with Marketing, Product, Client Experience, Digital and Finance, ensuring insight from our clients and sales teams helps shape wider business decisions.
- Lead change effectively within Sales and Operations, ensuring new ideas, systems and ways of working translate into meaningful improvement.
- Play an active and influential role within Black Tomato’s Senior Leadership Team, thinking beyond the immediate needs of Sales and Operations and contributing to the wider direction of the business.
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Core competencies
We’re interested in exceptional leaders from luxury travel and also from other high-touch, premium consumer businesses where complex, consultative selling and outstanding service sit side by side.
Ideally, you will bring:
- Significant experience leading high-performing sales teams and, importantly, leading managers rather than only individual contributors.
- A strong track record of owning and delivering meaningful sales and gross profit targets.
- Excellent commercial judgement, with confidence around pipeline management, forecasting, conversion, margin and performance analysis.
- Experience within a high-value, consultative B2C sales environment where trust, relationships and service really matter.
- Outstanding people leadership – able to coach and develop great people while also tackling underperformance when required.
- The ability to combine commercial ambition with an uncompromising commitment to client experience.
- Strong operational instincts and an ability to identify opportunities to improve efficiency, accountability and ways of working.
- The confidence and credibility to influence at Senior Leadership Team level and work effectively across multiple functions.
- A genuinely global mindset, ideally including an understanding of the US luxury or HNW consumer.
- The ability to introduce greater consistency and best practice without making premium sales robotic or overly process-driven.
- Curiosity around how data, CRM, technology and AI can help make great people even better.
- Comfort operating within an entrepreneurial, fast-moving business where judgement, pragmatism and getting things done matter.
Experience within luxury travel would clearly be valuable, but it isn’t essential. We’re equally interested in people who have built outstanding teams within luxury hospitality, private aviation, yachting, concierge, membership, premium healthcare or other sophisticated private-client businesses.
Our Values – and Yours
At Black Tomato, we believe that how we work is just as important as what we do. The right candidate will not only deliver results but will embody the values that underpin our culture:
- Be Curious: Ask better questions. Imagine new possibilities. Challenge the norm.
- Be Thoughtful: Show care – for clients, colleagues and the world around us. Think before you act.
- Be Humble: Let your work speak for itself. Share credit. Lead with grace, not ego.
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The opportunity
Black Tomato has grown significantly, but we remain ambitious about what comes next.
This role offers the opportunity to help shape the next generation of our global Sales and Operations organisation: building on a brilliant team and a strong brand, accelerating our growth, continuing to develop our US opportunity, and creating an even more scalable model for delivering the highly personalised, high-touch service our clients expect.
It is also an opportunity to make a significant contribution beyond the immediate function – joining our Senior Leadership Team and playing an important role in the future of Black Tomato as a whole.
The position is open to both internal and external candidates. We believe strongly in creating opportunities for talented people already within Black Tomato to progress, while also ensuring that for such an important appointment we benchmark ourselves against the strongest talent available externally.
Ultimately, we’re looking for the very best person to help lead Black Tomato through its next stage of growth.
WHY JOIN US?
- Target-based bonus
- A ‘research trip’ each year – experiencing a Black Tomato destination/product (after probation)
- 25 days annual leave, increasing with length of service
- Ability to roll over 5 days per year
- Birthday off
- Day off for volunteering every month
- Two days off if you move home
- Curiosity courses – access to a fund for personal development
- Family leave – six months off fully paid after a year of service if you are welcoming a child to your family
- Access to a healthcare plan
- Mental Health Hour – an extra hour every Wednesday to focus on yourself
- Friday 4pm finish
- Black Tomato Birthdays – adding money towards your personal travel allowance each year
- Gym subsidy
- Referral bonus if you successfully refer someone for a role within the company
A NOTE ON OUR VALUES
At Black Tomato, we strive to live by our company values. This isn’t typical corporate speak – it’s a genuine embodiment of core personality traits.
Our world is fueled by curiosity and innovation. We won’t do something just because it’s always been done that way, but because we believe it’s the best way to do it. We constantly ask questions of ourselves and are brave in everything we do.
We are also a thoughtful bunch – we do not rush to judgements – and we are a company of thinkers who believe it’s what’s right, not who’s right, that matters.
We also strive to be humble in everything we do. We do not get caught up in the hype, and we give our absolute best. We rely on one another to make the remarkable happen – we are the sum of many parts, and we are strong enough to be honest about our weaknesses, rather than hide them through ego.
We take these values seriously, and character assessment forms a big part of our hiring process.
Get to know us a little better at Careers & Jobs In Luxury Travel | Black Tomato
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