Sales Operations Manager | Travel

Previous Work Experience Required:

• 3-4 years’ experience in tourism/touring/lodge reservations
• Background in B2C sales advantageous
• Background in field experience advantageous

Knowledge Required (Qualifications Or Training Programs):

• Microsoft Outlook with strong Excel skills
• Travel and Tourism Diploma or Industry Experience
• Knowledge of Tourplan, Maximizer, WETU, Social media platforms of Facebook, Instagram and,

Blogs advantageous

Skills Required:

• Good understanding of terms and conditions, product knowledge, third-party destinations,

general knowledge, third party and product destinations

• Understanding of E-Commerce systems (Booking platforms)
• Understanding of Social Media Platforms (Facebook, Twitter, Instagram, Trip Advisor)
• Computer – Microsoft Office Applications (Word, Excel, PowerPoint and Outlook)
• Understanding of the Availability and Web Reporting Systems
• GIS, WETU, Maximizer, Tourplan and ESS
• Understanding of data and analyses done
• Problem-solving skills
• Excellent command of both spoken and written English (e.g. reporting)
• Body language
• Market knowledge (Understanding the markets e.g.: USA/Europe)
• Sales process and methodologies
• Experiential creativity (Crafting experiences)
• Ensure consistently good levels of guest/client delight
• Understanding travel industry channels

KEY OUTPUTS:

• Actively lead a team of Travel Specialists
• Support the Direct Sales activities of the regional businesses (South Asia and South America)
• Aggressively pursue direct sales targets as defined by the Group Sales Manager – Direct
• Optimize Team performance through training, exposure, and feedback and quality assurance
• Maximising the Teams’ understanding of the Commission Calculator Tool and drivers
• Train and motivate Team to search for sales leads and prospects
• Enhance, streamline and simplify the day to day operations of the Team
• Conduct regular one-on-one discussions with Team members
• Continuous feedback and information sharing with the Group Sales Manager – Direct to ensure the

alignment of process, sales methodology, reporting and sales force development across Teams;

• Ensuring consistency and best practice is documented and applied across the teams as approved

by the Group Sales Manager - Direct

• Setting up of ad-hoc sales initiatives and campaigns to drive focus areas of the business
• Set examples for the Direct Sales Teams in areas of personal character, commitment,
• organizational and selling skills, and work habits
• Working closely with the other Sales Operations Managers – Direct as well as the Direct
• Administrative Assistant, acting as an overall Sales Operations team
• Assistance with the setting up of the annual Direct Indaba. This includes flight co-ordination,

communication, budget management, minuting of action items and any other assistance required

depending on the Direct Indaba for that year

• Point of contact for teams’ Educational Requests. Adherence of team members to these policies,

as well as monitoring feedback time frames and updating of Educational reporting

• Demonstrate ability to interact and cooperate with all employees
• Support the team on social media platforms and motivate team to maximize opportunities on social media
• Assist with recruitment, contracting, training and mentoring of new team members
• Ensure an effective and detailed handover should a team member leave
• Impeccable governance of team contracts
• Monthly submission of direct sales reports, as determined by the Direct Group Sales Manager
• Ensure brand compliance of all “team” interactions
• Close working relationship with Reservations, Marketing, Product, IT, Finance and Sales
• Assisting and mentoring the Direct Administration Assistant with various operational tasks such as
• Live Chat, reports, training, Travel Planner working committee meetings, mailbox management etc

Personal Growth

• Time management
• Teamwork
• Conflict management and resolution
• Attention to detail
• Administration and organization skills (e.g. paperless and paper filing, printing and binding of
• documentation and database filing/management)
• Event coordinating and set up requirements
• P-drive Navigation
• Project management
• Memory Skills

People

• Mentor, coach, motivate, train, develop and empower management and staff
• Understanding of salary negotiations and understanding the cost to company
• Operational management of people
• Leading geographically dispersed teams

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