The role reports into Customer Experience and works closely with Growth, Operations and Product. It is fully remote, with a strong focus on the UK and European markets. A deep understanding of the UK consumer travel market is essential.

Key Responsibilities

• Build the function. Design the sales process from first contact through to a booked holiday, including how enquiries are prioritised, how conversations are managed, and how a booking is handed over to our operations team.
• Set the strategy. Define how we sell, to whom, and through which channels, and adapt it as the market and our product evolve.
• Own the numbers. Define the KPIs for the team, monitor performance against them, and report on results to senior leadership.
• Sell. Handle customer conversations directly, particularly in the early months. You will set the standard by demonstrating it.
• Lead and develop the team. Coach the current team, raise the level of consultative selling across it, and create the structure a growing team needs.
• Validate and improve. Test approaches, measure what works, and iterate. We would rather learn quickly than commit to assumptions.
• Shape the tooling. Work with Product and Technology to build the systems and automation the team needs, so that time is spent with customers rather than on admin.
• Lead AI adoption. Identify where AI can improve the sales process and implement AI-powered tools and workflows across the function. Experiment with new capabilities, measure their impact, and continuously improve how the team uses AI to sell more effectively and operate more efficiently.
• Work across the business. Partner with Growth on the flow and quality of enquiries, and with Operations to ensure what we promise during a sale is delivered on the ground.
• Recruit and onboard. As the function scales, identify, hire and develop the people who will join it.
• Represent the customer. You will hear what customers want before anyone else. Bring that back and help shape the product.

Requirements

• Genuine skiing expertise. You ski, you know European resorts first hand, and you can tell a customer which mountain suits their family and which does not. This is not a preference. A customer planning their one big trip of the year can tell within a sentence whether they are talking to someone who has actually been there.
• A background in travel, as a travel agent, tour operator or equivalent. You have planned and sold real trips for real people, and you understand what goes into a holiday beyond the price: the connections, the transfers, the things that go wrong and how to prevent them.
• Proven experience selling high-value, considered purchases to UK consumers in a consultative, advice-led way mixed with strong business acumen.
• Deep understanding of the UK consumer travel or leisure market, including how UK customers research and buy.
• Experience building a sales process or function from scratch, or substantially rebuilding an existing one. This role has no existing playbook to inherit.
• Experience leading, coaching or mentoring salespeople, with a genuine interest in developing others.
• Comfort owning a target and being measured against it, and the data literacy to define sensible metrics and interpret them honestly.
• Excellent written & verbal communication skills in English. A large share of customer conversations happen in writing, and clarity and warmth on the page matter as much as they do on the phone.
• Self-direction and strong organization. This is a remote role with significant autonomy and broad ownership.
• Comfort using AI and automation tools as part of everyday work.
• Flexibility during our peak booking period, including weekend availability as needed. Ski travel is a highly seasonal business and the busiest months are demanding.

Advantages (Not Mandatory)

• Ski instructor, ski guide, seasonaire or resort-side experience.
• Background in travel technology as well as traditional travel.
• Experience working in a seasonal business.
• Experience hiring and onboarding into a growing team.
• Proficiency in French or other European languages.