Travel Trade Recruitment
Head of Sales Operations
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Great opportunity for a Head of Sales & Operations
We would love to hear from you if you are someone with a strong record as a manager or assistant manager who is ready for the next level. What you would get is a real operation to run, and manage and a team beneath you, direct access to the Chief Executive, and for the right person a path to becoming his number two.
The Job:
- Own the performance of sales and customer operations across the trade: conversion, average booking value, service standards, review scores and contacts per booking
- Lead the Customer Operations Manager rather than around them - set the objectives, hold the standard, and let them run the day-to-day
- Make sure the team is resourced against real demand across the season, and say early when it is not
- Take ownership of the operational decisions that currently reach the Chief Executive, and make them
- Own the conversion of every enquiry that reaches a person, and the plan for improving it
- Raise average booking value through better consultative selling, not discounting
- Grow our travel trade channel from a standing start to a meaningful share of sales, and own the relationships that come with it
- Represent sales and operations at the weekly business review - the numbers, what sits behind them, and what you are doing about them
- Deputise for the Chief Executive on operational matters in their absence, and increasingly by design rather than only by absence
- Contribute to planning and budgeting for your part of the business, and be accountable for delivering against it
- Work with the technology team on what to build or automate next, with the evidence for why
- Protect our service reputation we compete on it, and review scores are a company-level measure
- Be the final point of escalation below the Chief Executive: the person who takes the difficult complaint and resolves it well
- Hold the relationships that bring customers back, and treat the repeat rate as a number you own
- Handle supplier failures and itinerary changes with judgement, speed and a clear head about cost
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What We're Looking For
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- Educated to degree level or equivalent
- Several years in sales or customer service, including a good period at manager or assistant manager level, with a genuine record of running a team and improving how it performs - we will want to talk about specific numbers
- Ready for the step up: this should be a bigger job than your last one, and you should want it to be
- Commercially literate - comfortable with conversion, average booking value, margin and cost of sale, and able to see what is really driving a number
- Numerate and evidence led. You will be asked how you know, and "it feels like it" is not an answer
- Able to lead through another manager without either abandoning them or doing their job for them
The Package:
- London based Hybrid
- Salary £50,000 - £60,000
Interested:
If you would like to apply for the above vacancy, please click 'APPLY' or email your cv to helen@traveltraderecruitment.co.uk
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