A&K Director, Tailor Made

Position Summary

Drive sales of all Tailor-Made geographic teams by providing effective, consistent management, continuity, and leadership skills to achieve TM annual sales goals.

Responsibilities and Accountabilities

• In conjunction with the VP and other management team members, implement sales strategies and reporting metrics to measure, analyze and evaluate the overall effectiveness of the overall TM team
• In conjunction with the VP, drive management TM team to achieve annual sales goals, increase conversions and be accountable for TM team goals
• Monitor array of TM reports and report trends to VP, evaluate all reports to support the TM team and make recommendations and implement improvements
• Monitor TM routing usage across dedicated regions and ensure workflow is appropriate
• Act as the primary point of contact for management team members with escalated conflict resolution, policy, procedure, destination, and technical questions
• Provide guidance on booking financials as needed (ie: margins, profits) to staff and managers
• Point of Contact for the next step escalated files for the Outside Sales Directors for TM team
• In conjunction with the Private Travel Manager, evaluate and recommend HNW/GK procedures to streamline and ensure continuity
• Monitor all monthly TM reporting including driving Net Due follow up, QC checklist, Weekly follow up, YOY/MOM statistical reporting by TC and Team
• Recommend and drive communication channels across geographic teams and throughout the company
• Evaluate the need for new hires and drive approved hiring, adjust staffing to accommodate needs across teams, and oversee training of any required staff
• Evaluate and monitor TM team performance and provide approved recommendations for process, procedure, reporting, and technology improvements across all TM teams.
• Coach and mentor team to ensure A&K Sales and Service standards are met
• Ensure the integrity of all sales, purchasing, and pricing models is maintained
• Manage and monitor call queues to ensure appropriate phone coverage
• Ensure FAM trips are scheduled to maximize destination/product knowledge
• Ensure Company policies and procedures are adhered to
• Monitor business cycles to ensure phone coverage during FAMs, peak sales periods, etc.
• Collaborate with DMCs, Third Party Suppliers, and other internal departments to facilitate booking processes, close sales and manage quality issues

Skills and Abilities

• Excellent understanding of financial modelling and ability to grasp complex sales and margin schemes
• In-depth working knowledge of Travel Studio required
• Ability to think outside current procedures and drive recommendations
• Proven ability to manage multiple projects with day-to-day operations and prioritize tasks
• Ability to use sales and marketing tools to drive sales
• Effective people management and team building skills
• Proven success in managing sales processes and large teams
• Strong multi-tasking, organizational and problem-solving skills required
• Flexibility and a positive attitude
• Ability to work well in stressful situations
• Excellent written and verbal communication skills
• Knowledge of world geography
• Intermediate to advanced computer skills required (Microsoft Word, Excel, and PowerPoint) and the ability to quickly master new technologies
• Excellent customer service skills
• Proven adaptability to changing situations, procedures, and priorities
• Must speak/read/write English – additional languages a plus

Requirements

Education and Experience

• A minimum of 10 years of sales/customer service management in the luxury market preferred
• Luxury travel industry experience required
• Bachelor’s degree required or relevant work experience

Special Requirements

• International travel may be required (and maintain a current passport)
• Evening and weekend hours may be required