An old colleague from Kraft Foods is hiring in Rhode Island.
Company: WIMCO (West Indies Management Company, Newport, RI)
Job Title: Sales Operations Manager
Description: Position: Sales Operations Manager in Reservations Department
Company: Wimco (West Indies Management Company), based in Newport, RI, is a travel services company making villa and hotel reservations in the Caribbean and Europe. Our client base is well-heeled, and requires very diligent customer service.
Position: This position requires a unique combination of sales management and operations management. You will be responsible for the management of the reservations agents. Your role is that of a problem-solver, coach/trainer, and manager. You will be actively involved in the activities and success of the reservations agents throughout each working day. Your goal will be to optimize their ability to help clients choose the right villa for their vacation, and to improve the timeliness and effectiveness of their response to client inquiries.
The right candidate for this position:
• Is an operations-oriented manager with strong process and system skills and a track record of successful problem-solving.
• Has 3 - 7 years of experience managing a sales force, preferably in the travel industry.
• Has a proven track record in solving problems and streamlining operations.
• Is adept and experienced at working closely with marketing, IT, and top management.
• Thrives on an active working environment
• Works well with other team members (marketing, IT, operations, management) as well as experienced salespeople
You will be responsible for:
o Sales growth, sales force incentives, and capitalization on new market opportunities
o Ensuring all leads are properly documented, sourced, and responded to in a timely fashion by all agents, in conjunction with the Reservations Manager and Director of Marketing.
o Hiring and ongoing management of on-the-floor and remote reservations agents. You will be responsible for the hiring and ongoing management of reservations agents. You will be in charge of staffing, personnel policies, team leader assignments and performance reviews. You will monitor the progress of all agents, and work with them individually to make improvements in any areas that need improvement.
o Creation and enforcement of policies. You will work to create clear-cut policies that enhance client satisfaction and employee efficiency and morale.
o You will be responsible for reinforcing and maintaining training programs, both internal training and external training (seminars, consultants, etc.) Group and individual training will include destination training, villa training, client management, processes, systems, and concierge services.
o Daily and weekly meetings. You will meet with the salespeople daily to discuss open issues and their resolution. You will create a system that measures, enforces, and rectifies all "promises kept" to customers, i.e., callback times, issue resolution satisfaction, etc. Each salesperson will be graded on this criteria, and you will work with each person individually to improve their grade.
o One-on-one coaching of the reservations agents to improve their booking rate per call, their ability to help clients choose the right villa for their vacation, and their ability to follow up with a client to either provide additional information or book the sale.
o Work with the Reservations Manager. The Reservations Manager has responsibility for ensuring that the process of making a reservation is followed properly by the Reservations Agents and Reservations Administration staff. The Reservations Agents and Reservations Admin group also reserves and manages on-location client services.
o Work with Team Leaders to make sure they are fulfilling their responsibilities and helping to resolve any issues.
o Working with agents on special cases, policies, situations.
o Direct interaction and joint project management with Marketing, IT managers, and accounting managers, to ensure that the sales department is operating at full capacity and has the resources needed to grow. You will work closely with the director of Marketing so marketing can provide support in a properly integrated manner, and all communications to the client are effective, coherent, and consistent. You will be a member of the Marketing Committee, which meets once a month.
o HR functions - including renegotiation of reservation agents contracts and annual reviews, goal-setting, and special incentives.
o Scheduling - Working with the Reservations Manager and Director of Marketing to determine the Reservation Agent villa visit travel schedules, as well as daily work schedules.
o Generation of a management-level and individual-specific reports each week, to alert management to issues/successes and to guide and incentivize the sales force. Reports will include sales lead conversion metrics, response performance, etc.
o Meeting with and reporting to top management, including the board. You will be a member of the Management Committee, which is chaired by the President, and in his absence by the Director of Marketing, who is the Vice Chairman of the Management Committee. You will issue a report quarterly in writing to the President of the status of the sales effort, and will review the issues and programs that have been the focus of activity or concern during that quarter. This report will also serve to update the Board members, so they are fully in touch with the activities in the sales area for that quarter. You will also be a member of the Budget Committee, which meets each spring and summer to identify the next year's goals and set appropriate budgets to meet those goals.
Salary: $60K - $90K base, with an incentive based on the incremental growth of top-line sales and commission income. Comprehensive benefits include a 401K program.
Please send resume and cover letter to Kristin Z...
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