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Director, Global Sales Performance

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Director, Global Sales Performance

  • Blackrock Business Park, Mahon, Cork, Ireland, T12 W3WR
  • Haylock House, Kettering Parkway, Kettering, Northamptonshire, United Kingdom, NN15 6EY
  • Operations - General
  • Full Time
  • Panorama

Put the World on Vacation

At Panorama our mission is simple: to put the world on vacation. As the world’s foremost membership travel business and part of Travel + Leisure Co., we bring a broader perspective through our brands, including RCI, the largest vacation exchange company, 7Across, Love Home Swap, the Registry Collection, @Work International, and the Alliance Reservations Network. Together we’re shaping the future of the travel industry as we deliver new vacation possibilities.

Job Summary

The Director, Global Sales Performance plans sales strategies and develops programs to increase sales performance and effectiveness, analyzing current data and championing the implementation of best practice sales processes and other solutions to maximize sales. Monitors and analyzes contact centre and team performance on multiple quantitative and qualitative KPIs and provides conclusive reports and recommendations adapted to the differential needs of internal customers and taking into consideration different customer/market needs and products.

The role is also a critical contributor to guide the development of global sales Recruitment, Retention, Remuneration and Training strategies.

Essential Job Responsibilities

Responsibilities include, but are not limited to:

  • 40% Design and develop an employee engagement strategy and roadmap aligned with contact center business strategies.
    • Translates business strategies and priorities into executable active campaigns and practices delivered through contact centre travel guide workforce across a number of markets.
    • Oversees the management and consumption of the global engagement budget, conducting effective opportunity cost analysis ensure to targeted spend with anticipated ROI
    • Provides insights on our sales performance, including underlying trends/key drivers, across all locations.
    • Establishes a cadence for capturing employee feedback on sales engagement activities and develop action plans with relevant stakeholders.
  • 20% Design and develop engagement, recognition and incentive programs to motivate front line leaders and travel guides who contribute to the direct success of sales and revenue targets.
    • Coordination and leadership role across the regional engagement teams to support the design and development processes, gathering insights from local teams and seeking opportunities for alignment and best practice.
    • Through regional coordination identifies sales capability enablers and sales process modifications to increase sales performance and embed and sustain sales target delivery, customer retention, inventory acquisition and other strategies and initiatives.
  • 15% Identifies and leverages new and existing technology and tools for performance management and gamification
    • Proposes technology roadmap and develops associated business case for global solutions
    • Coordinates an agreed global approach for Travel Guide performance rating
  • 15% Represents sales practice management requirements for Travel Guide recruitment profiling and for operational learning design aspects and learning projects including onboarding
    • Provides guidance on structure, content, advice on scenarios, reviewing content to ensure alignment to sales management and sales experience practices
    • Maps the Travel Guide journey, seeking to reduce time to floor via skills building and travel guide operationalization pathways
    • Addresses key retention risks areas associate with the travel guide journey from recruitment through to retirement, determining and implementing mitigation strategies to reduce turnover
  • 10% Acts as an advocate for travel guides and operation leaders including escalating gaps/requirements/quick wins
    • Provides proactive advice and counsel on strategies and tactics to close business gaps

Travel Requirements

15 % travel time required.

Minimum Requirements and Qualifications

Education

  • BA/BS in Economics, Data or business-related field, MBA a plus

Training requirements

  • (licenses, programs or certificates)

Knowledge and skills

  • Solid analytical and problem-solving skills, utilizing data analytics to make logical and informed decisions
  • Must be able to interpret data and communicate insights in a crisp and concise storyline. 
  • Excellent planning and organizational skills with ability to project manage, multi-task and achieve deadlines
  • Autonomous worker with strong accountability and business partnering skills
  • Strong understanding of cultural differences
  • English fluency required, with a preference for Spanish fluency
  • Ability to work effectively in a remote, virtual or hybrid, global environment

Technical Skills

  • Experience with Salesforce CEP / other call centre technology

Job experience

  • 5 years minimum experience leading a large operational/contact centre team with a track record in driving impressive sales performance results
  • Strategic thought based experience with ability to implement either at an individual level or through managing matrixed teams to get it done
  • Ideally have gained exposure through a similar role in a major international organization

Complexity

Describe the following:

Level of decision making authority

  • Accountable for managing people, setting direction and deploying resources to make strategic and tactical decisions in the process of identifying and satisfying customer needs. Responsible for performance evaluation and pay reviews sign off as well as the workforce management/deployment decision making

Level of autonomy

  • Highly autonomous

Impact of incumbent’s decisions on the organization

  • Responsible for the Sales Performance strategies. Adapts and executes functional or departmental business plans and contributes to the development of functional or departmental strategies. Decisions are guided by functional or major operational segment strategies and priorities.

Supervisory Responsibility:

  • Provides leadership and direction through Managers. Has accountability for the performance and results of the multi-locational teams

Scope/Financial Responsibility

Responsible for setting and managing global Sales Performance budgets in line with the company business plan and reviewing department performance regularly to report at Leadership team level

A Place for Everyone

Hospitality is at the heart of all we do at Travel + Leisure Co., including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to mycareer@wyn.com, including the title and the location of the position for which you are applying.

Job Requisition: R-48855

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