Inside Sales Manager

Location: London Working pattern: Hybrid - 3 days per week in the office Department: Sales Operations Reports to: Director, Sales Operations

About the role

We're looking for an experienced Inside Sales Manager to join a leading global travel company, where you'll lead and develop a high-performing contact centre sales team, driving revenue growth, strong sales conversion and an exceptional customer experience.

This is a strategic people leadership role within the travel industry, where you'll be responsible for sales performance, workforce planning, forecasting and operational excellence across a busy, multi-brand environment.

You'll work closely with teams across Marketing, Product, Finance and Customer Operations to deliver commercial initiatives, improve processes and support the growth of the company's travel brands and products.

You'll also play an active role within the Inside Sales Global Management Team, helping shape and improve the approach to sales performance and customer engagement across the wider organisation.

What you'll be doing

Lead and develop a high-performing team

• Lead, coach and develop a regional Inside Sales team, supporting individual performance and career development.
• Own the end-to-end performance management process, including regular reviews, coaching and performance improvement plans.
• Identify and develop high-potential talent and support succession planning.
• Support recruitment and hiring decisions across the team.
• Create a positive, collaborative and motivated team culture.
• Manage incentive and reward programmes to recognise and encourage strong performance.

Drive sales performance and revenue

• Take ownership of sales conversion, revenue and customer service performance across the travel sales team.
• Develop and implement sales strategies aligned with wider business objectives.
• Drive opportunities to increase sales of ancillary travel products such as Air and Travel Insurance.
• Lead forecasting and budgeting activity for the team.
• Analyse sales performance, market trends and KPIs to identify opportunities and risks.
• Use CRM and analytics tools to monitor pipeline health, conversion rates and overall team performance.
• Oversee workforce planning, scheduling and shift optimisation to ensure appropriate contact centre coverage and productivity.
• Manage high-volume customer contact pipelines and respond effectively to changing business demands.
• Ensure the team has strong knowledge of the company’s travel products, destinations, systems and services to maximise conversion and customer satisfaction.
• Develop an understanding of the end-to-end customer journey and complex travel booking processes across a multi-brand environment.

Work cross-functionally

• Partner with Marketing, Product, Finance and Customer Operations on travel campaigns, product launches and customer experience initiatives.
• Work closely with regional and global stakeholders to align on operational and commercial priorities.
• Help identify and implement improvements to processes, systems and ways of working across the Inside Sales function.

Maintain compliance and operational standards

• Ensure sales activity complies with relevant regulations, company policies and customer data protection requirements, including GDPR.
• Monitor operational risks and promote ethical sales practices.
• Support the delivery of relevant travel sales training and operational standards across the region.

What we're looking for

• 5+ years' experience in sales and people management, with a proven track record of leading high-performing teams.
• 5+ years' experience within a contact centre or high-volume customer environment.
• Strong experience in travel sales, tour operations, hospitality or a related service industry.
• Proven experience managing sales performance, coaching teams and delivering against commercial targets.
• Strong understanding of sales KPIs, CRM systems, pipeline management and performance analytics.
• Experience with workforce planning, scheduling or contact centre optimisation.
• Excellent communication and stakeholder management skills, with the ability to work across regional and global teams.
• Strong commercial and analytical thinking, with the ability to turn data into actionable insights.
• Excellent decision-making skills and the ability to manage competing priorities in a fast-paced environment.
• A strong customer mindset and the ability to confidently handle complex or escalated customer situations.
• High attention to detail, particularly when working with confidential customer information and time-sensitive communications.

This is an opportunity to join a global travel business and have a direct impact on revenue, customer experience and the development of a high-performing sales organisation.

You'll have the opportunity to lead a talented team, influence regional sales strategy and work cross-functionally across a complex, multi-brand travel environment.

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