Sales Manager

Over 175 years ago, our founder Thomas Cook began this company with a vision to ‘broaden the mind of others and break down the partition walls of prejudice.'

Once describing himself as ‘the willing and devoted servant of the travelling public,’ Thomas Cook was a true pioneer of the travel industry, opening up a world of new destinations and new travel experiences to everyone. By obtaining the best services and prices for his customers, he laid the foundations of the company that still bears his name today.

Thomas Cook is now one of the world’s leading leisure travel groups, supported by around 22,000 colleagues and operating from 15 countries.

Our vision today remains true to Thomas Cook’s ambitions - to be the world’s most loved holiday company.

About the Role

We have an exciting opportunity for a Sales Manager within our Contact Centre. You will ‘put your heart into it ‘ by driving sales performance and leading a team of contact centre experts to deliver outstanding customer experiences. You’ll lead, coach and support your teams to maximise productivity and ensure key KPI’s are met. You’ll work closely with teams from across the business as the voice of our customers, implement strategic design for all sales areas in conjunction with the Contact Centre Transformation programme.

Key Accountabilities

As our Sales Manager you will create a high performing culture supporting talent management, with clear development and succession plans in place at all levels with focus on sales and service coaching, feedback and team engagement.

• You will highlight commercial trends and risks and respond and react to the changes in the market by optimising the headline price and booking margins, as well as identifying opportunities to generate increased profit contribution and/or growth and drive success by collaborating with the wider business and challenging our ways of working where appropriate

• You’ll liaise with the Head of Sales to assist in the development of our sales strategy, including incentives, promotional activity, development activity &  knowledge management.
• You’ll take ownership of performance across all channels and achievement of agreed sales targets, budgets and productivity within your business area through daily performance management.
• You will support the Contact Centre Transformation programme by delivering Projects and leading  work streams, provide specific knowledge, recommendations and communicate to key and senior stakeholders.
• You will be responsible for identifying key stakeholders and managing effective on-going relationships across the business (e.g. Product, Retail, HR, Finance, pricing  and inventory management)
• Lead by example, effectively coach direct reports in addition to day-to-day line management for teams e.g. managing behaviours, absence, lateness, compliance, performance and service
• Be responsible for consistently improving customer experience by proactively being the voice of the customer, championing change to drive improvements to processes and systems to enhance overall service
• Deputise for the Head of Sales and takes leadership for the whole Contact Centre when required

Skills and experience

Essential:

• Significant leadership experience, including communication and coaching
• Transformational change management experience
• Senior stakeholder management
• Commercial and risk Management
• Strategic thinking and business acumen

Preferred:

• Strong understanding of our products, services and processes
• Knowledge of the travel industry

Life at Thomas Cook is fast-paced and full of opportunities. We’re a leading international travel company that believes in empowering our people, so when you join us, you’ll be given the chance to create, learn and innovate. You’ll also be given the support and training you need to develop your career in the direction you choose.

As you might expect, our holiday benefits are something special. We’ll give you an allowance towards your holiday every year, depending on how long you’ve been with us.  There are also special last minute employee deals, which give you the opportunity to pick up a holiday at an outstanding price. Working for Thomas Cook, you can travel the world for less.

We also offer a flexible benefits package that gives you a range of options to ensure your benefits match your lifestyle.