Sales Director, North America in Toronto

The Director, Sales is responsible for leading, managing, and motivating their team of Destination Experts to ensure the team is delivering desired results in their dedicated region. Working closely with the Regional Vice-Presidents, the Director, Sales will have direct impact on uniting the team under a shared vision; committed to inspiring and supporting others.

Key Responsibilities:

• Achieve KPI’s for assigned team in the areas of Sales per Passenger, Close Rate, Net Promoter Score and Margin Management.
• Ensure consistent implementation of our sales processes for optimum performance.
• Resolve any escalated client concerns or complaints pre-trip or during trip beyond Destination Expert and through immediate communications with appropriate parties.
• Partner with the Workforce Management Team on scheduling strategies, time off requests, inbox management, and facilitation of huddles.
• Manage the team’s ability to provide the highest level of service throughout the customer life cycle.
• Lead by example. Develop the Sales Team (Destination Leads, Sales Leads, Destination Experts) by training, motivating, coaching and managing performance whilst creating and maintaining a cohesive team environment.
• Track, monitor and respond to individual team member metrics and overall regional team performance metrics (sales queue, follow ups, timeliness of response, margins, NPS etc.).
• Facilitate 1:1’s, goal setting and year-end performance discussions with direct reports.
• Conduct monthly and quarterly performance check-ins with assigned sales team members or as required.
• Monitor staffing levels to ensure appropriate coverage and participate in the recruitment of new hires to the team (in conjunction with the Regional VPs).
• Work with the Learning & Development Team to ensure training materials and resources are available and relevant for the sales team.
• Provide feedback to RVP, Sales on process improvement for sales and customer service policies and procedures.

Culture & Engagement:

• Exemplify and assist in driving the Kensington Values into the daily operations and company culture.
• Actively recognize and promote team members in the company’s rewards and recognition program.
• Inspire and foster a high performing, engaging and collaborative culture.
• Conduct region specific team-building initiatives to drive team cohesion.

Other:

• Act as back-up Director for other regions when support is required.
• Ad hoc projects as assigned.
• Rotating Saturday, Holiday & After Hours shift as needed.

Qualifications:

• Minimum five years of progressive work experience in the travel industry.
• Leadership experience including people management, developing team, and directing proven business success.
• Excellent communication skills with proven ability to influence customers and team.
• Customer service focus with strong understanding of luxury travel market.
• Entrepreneurial; highly functional in a fast paced, constantly changing workplace.
• Results oriented; thrives working in a technology and KPI driven organization.
• Proven ability of working collaboratively managing and exceeding expectations with multiple stakeholders.
• Ability to build trust and work through conflict both upwards and downwards.
• Takes ownership, initiative and is self-directed.
• Strong organization and time management skills.
• Ability to problem solve and perform in a time pressure environment.