AddressCome and join one of the world's leading luxury travel brands
Abercrombie & Kent was founded in 1962 and is one of the world’s premier luxury travel company, with an unrivalled legacy of creating memorable, inspiring adventures in more than 100 countries and on all seven continents. Our approach combines singular service, authentic local expertise and beyond-the-guidebook insider access, all of which come together to create a journey of a lifetime, every time our Guests travel with us.
The Role
A&K (Aust) is seeking a full-time Manager - Customer Sales & Operations, to join our Melbourne office. This team provides reservations and support services to our customers booking an international journey with A&K. The role is supported by a Reservations / Operations Team Leader, and the of Customer Sales & Operations.
This is a central and integral part of the International Sales division of the business. This role is primarily responsible for the implementation and management of the strategic direction outlined by the Senior Leadership Team and the overall management of our Customer Sales & Operations team to deliver premium customer service and sound financial results.
Key Responsibilities include, but are not limited to:
- Overall management of the Customer Sales & Operations Team (approximately 16 staff currently), directly and alongside the Team Leader, Guest Services Manager and Training Coordinator.
- Commercial Reporting - Weekly and ad-hoc Sales reporting; Weekly review and commentary on booking margins, exceptions and cancellations; Analysis on booking and margin movements
- Management of monthly Revenue forecasting including sales trends and margins
- Setting of Monthly Travel Specialist targets, reconciliation of results.
- Implementation of new business processes, with ongoing review to ensure efficiency and improvement.
- Customer Service
- Recruitment and onboarding of new staff in conjunction with the VP.
- Liaison with Marketing and Sales on general sales and tactical initiatives.
Other tasks and responsibilities include:
- Taking emergency calls for customers of the TOC out of hours.
- Participation and assistance with business development activities.
- Represent A&K on familiarisation trips, trade shows, hosted agent familiarisations and functions outside work hours when required.
- Attend and contribute to local and global meetings (online) which may require time out of normal business hours.
Required knowledge and experience
- Must have extensive experience in a leadership role in travel, preferably in a Contact Centre / Reservations or Operations role with multiple direct reports.
- Experience in a fast-paced environment with (at times) high volume workload
- Exceptional people management & leadership skills are essential.
- Demonstrated history of identifying problems and being proactive to find solutions
- Proficiency in Microsoft Office, particularly Excel is essential.
- Aptitude in call centre technology (eg. 8x8) is beneficial.
- Experience using a Global Distribution System (GDS) preferably Sabre or Amadeus
- Ability to coach and mentor staff, lead and motivate a team, be a champion of change
- Committed to the highest level of customer service
- Passionate about structure and process
- Problem solving mindset with ability to think ‘outside the square’
- Exceptional organisational skills
- High degree of attention to detail, with an aptitude for data analytics
- Excellent communications skills – both written & verbal
- Team player and ability to work across all departments (product, marketing, sales, finance).
- Willingness to take on challenges and be proactive
- Strong time management skills are essential.
- Ability to work autonomously
Other Information:
- Travel may be required (interstate and overseas) to participate in familiarisation trips.
- Some out of hours work will be required (to attend training, product sessions, events)
Why work for A&K?
At Abercrombie & Kent we pride ourselves on the service and standard of excellence that we give to our clients. This service extends to every stage of the journey with A&K, from the very start of the enquiry to the phone call our clients receive from us when they get back from their holiday. This is the A&K difference.
Our valued team of travel professionals across Australia and New Zealand each share a passion for making travel dreams a reality. These enthusiastic individuals come from diverse backgrounds and cultures.
What you can expect with A&K
- Flexible and inclusive workplace where staff are encouraged to expand their skill set, take on challenges and contribute positively to our collective team.
- Supportive environment that will make you proud to work for A&K
- Investment in our staff with both in-house and external training opportunities
- Opportunity to progress your career, not just in Australia but as part of our global business
- Annual Familiarisation/training travel opportunities
- 3 extra Wellbeing leave days per year (in addition to your Annual and Personal Leave entitlements)
- Paid Parental leave - 18 weeks at full pay
- Access to our Employee Assistance Program (EAP)
- Opportunity to work from home as part of our hybrid working model
- Work in the enviable CBD office location close to public transport
- Monthly birthday celebrations and other team activities
- Staff discounts and Travel Benefit program
- An organisation that is mindful of the environment, conscious of waste and seeks to minimise our eco-footprint.
We're also a company that makes a difference. Abercrombie & Kent Philanthropy (AKP) has proudly supported local communities around the world for the past 40 years.
For more details and to view the full Job Description visit our website https://www.abercrombiekent.com.au/careers/current-vacancies
If you meet the selection criteria and have appropriate work right, we encourage you to apply.
