Sales Lead - North America (Internal)

Application Deadline: Wednesday, Jun 11th

Job Description

The primary responsibility of a Sales Lead is to maintain their own operations and continue to strive to hit a monthly sales target of $80,000 USD. While monthly commission will be paid out on profitable bookings regardless of whether the topline sales target is achieved, Sales Leads will still be held accountable to Sales KPIs when discussing performance with their Director. Sales Lead is also a critical support role for the Destination Expert (DE) team. They support the team by providing critical insights around sales, operations and customer service; remaining approachable and responsive to these inquiries is key to drive consistency and improve performance across their team.  Beyond that, additional Sales Lead responsibilities are intended to support their professional development and understanding of the broader business.

Administrative Duties

• Huddles: Actively participate in team huddles to provide updates or share best practices with DEs
• Queues: Manage and monitor activity in the phone queue and manage the queue in TMT by reassigning leads as needed.
• Act as “Duty Sales Director” in absence of Sales Director – hosting huddles and sending re-caps, collecting Pipelines, and assisting with day to day operations as needed
• Assist in actioning non-regional leads / inquiries as assigned by Operations Team and re-assign as needed
• Oversee approval of trip changes and itinerary pricing overrides
• Assist with special projects as needed such as Gift Card Pilot Program
• Meet weekly with the SD to review the past/coming week – SL to provide feedback as collected from team

Coaching & Support for DEs

• Provide DEs with insights around the sales cycle, including overcoming objections, framing requotes and sharing closing tactics
• Provide DEs with support around post-booking and pre-trip operations to ensure smoothly run trips and effective customer service
• Provide DEs with coaching and support around managing pre-trip or in-destination complaints/emergencies
• Provide DEs with coaching and support around managing post-trip queries or concerns
• Provide DEs with coaching and support around processing refunds, including communication with DMCs, Finance and/or Sales Directors
• Report back or escalate issues to Sales Directors or Customer Care that require additional support
• Provide DEs with sales tactics for insurance, and coaching and support around insurance policy details
• Provide DEs with coaching and insights around complex modifications or difficult pricing
• Be familiar with Teams and Compass in order to direct DEs on where they may find useful information
• Demonstrate Kensington’s company values and assist in integrating them into daily operations and team culture
• Assist Sales Directors in driving a positive, supportive, cohesive and safe work environment for all team members
• Help to organize and coordinate Team Socials – virtual or in person
• Collaborate with fellow Sales Leads on floor-wide refresher trainings / documents that could assist DEs in the sales cycle
• Attend workshops to develop skills such as dealing with escalations, coaching and public speaking

Hiring, Training & Mentorship

• Assist in onboarding of new hires including but not limited to meeting with new hires and advising they are the touch point for sales/TMT questions
• Assist with Practice Quotes in the onboarding of new hires / portfolio expansion as needed
• Host a check in with New Hires in Month 2 of onboarding
• Provide ongoing feedback to Directors relevant to the performance and management of team members, and assist in developing strategy to address ongoing issues
• Provide informal feedback to DEs in the moment
• Assist Sales Directors in the support and development for DEs that have identified for future growth at Kensington Tours

Please speak to your manager before applying.