Kensington Tours is an award-winning luxury tour operator offering tailor-made, private-guided experiences to the world’s most extraordinary destinations. Our brand promise is ‘to create the experience that changes the life’, and with our growth plans, we are looking for passionate and highly motivated sales professionals with travel experiences to be part of our fun, collaborative, and engaging team.

To learn more about Kensington Tours, visit kensingtontours.com

Job Description

The Sales Manager 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 Vice-Presidents and Sr. Sales Directors, the Sales Manager will have direct impact on uniting the team under a shared vision; committed to inspiring and supporting others.

Sales Management

Achieve KPI’s for assigned team in the areas of; Sales, 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, facilitation of huddles
Manage the team’s ability to provide the highest level of service throughout the customer life cycle

Talent Management

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 weekly, monthly or 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 and Sr. Sales Directors)
Work with the Learning & Development Team to ensure training materials and resources are available and relevant for the sales team
Provide feedback to VP,Sales and Sr. Sales Directors 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 Manager for other regions when support is required.
Ad hoc projects as assigned.

Qualifications

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

We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require accommodation due to a disability at any stage of our hiring process, please advise us when completing your application.

We thank all candidates for their interest however only those selected for an interview will be contacted.

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Please list the countries you have traveled to within Latin America: *

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Sales Manager - Latin America

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