Sales Manager

The Customer Support team are located around the world. They are passionate divers instructors and explorers. The team use their experience to provide personalised recommendations and support to customers planning their own journeys. Customers contact via email phone and social media and our support is both B2C and B2B. We provide expertise on behalf of our partners ensuring a seamless experience for both parties in the lead-up to during and after a trip has taken place. Our team focuses on developing ongoing customer relationships aiming to drive advocacy for and our partners.

Our Sales Manager works alongside our Support Manager and reports to the Head of Customer Support. The Sales Manager provides support guidance and direction to the entire sales team enabling them to deliver consistent end-to-end experiences continuous improvement of processes and coaching their leadership team to deliver strong performance and people outcomes. The Sales Manager will also support the delivery of our strategic goals including but not limited to: the growth and retention of our customer base optimising our ways of working and ensuring we are running a high-performance Sales team that delivers exceptional customer experience.

• Coach your team leaders to achieve key performance metrics

• Develop a high-performing team that understands how their work is connected to the companys strategic goals

• Manage daily sales operational performance metrics including mitigating potential realised and forecasted impacts to ensure continuity of service

• Identify opportunities in our Sales processes: design and deliver programs of work that resolve these opportunities to improve conversion and sales performance

• Grow customer satisfaction through strong quality and compliance management

• Resolve customer escalations to support loyalty maintain strong partner relationships and maintain strong reputation in the industry

Experience required:

• Previous experience leading sales teams is required in a contact centre or similar environment with various contact streams

• Demonstrated skills and experience leading and developing leadership teams; coaching team building and setting performance standards within a customer service environment

• Strong knowledge and understanding of operational performance metrics

• Ability to work under pressure and as part of a continuously improving team

• High level of customer service and conflict resolution skills

• Previous experience leading a remote team is desirable

Additional Requirements:

• This role is a freelance position and can be based in any region except the Netherlands

• Must have the flexibility to work across time zones to support team members

• Fluency in English is required

• This position is full-time