Manager, Consumer Sales UK & EMEA in London

Come and join one of the world’s leading luxury travel brands. A&K Travel Group is a dynamic collection of travel and cruise companies, including Abercrombie & Kent, Crystal, and the world’s oldest travel agency, Cox & Kings. We create unique, immersive travel experiences worldwide. Our people make us a great place to work, fostering a supportive environment with ongoing training and global career opportunities. We also make a difference: Abercrombie & Kent Philanthropy has supported communities for 40 years, and we were recognised by Which? for exceptional client care during the pandemic.

The Consumer Sales Manager is responsible for the overall management of the Consumer Sales department, leading a team of sales agents and managers to deliver exceptional results across all direct sales functions. The role is accountable for driving revenue through direct sales bookings across various markets by optimising both inbound and outbound channels.

Responsibilities include:

• Building and leading a high‑performing sales team that provides outstanding service and strong conversion rates to passengers booking directly with Crystal.
• Leveraging the Crystal Cruises database to identify and engage prospects, managing new lead follow‑ups, responding to inbound inquiries promptly, and minimising call abandonment, overflow, and interflow.
• Ensuring a high standard of service is delivered to all direct‑booked passengers, across all direct sales channels.

Responsibilities And Accountabilities:

• Develop and implement sales strategies, using reporting metrics to evaluate the effectiveness and performance of the sales team.
• Motivate and guide the team to meet and exceed daily, weekly, and annual sales goals; ensure accountability to departmental targets.
• Recommend improvements across processes, procedures, reporting, and technology to drive efficiency and performance.
• Oversee Direct Sales Consultants to ensure timely completion of all administrative booking tasks.
• Build and manage a high-performing sales team to drive revenue growth, working closely with the Director of Consumer Sales to develop and maintain a strong direct-to-consumer sales channel.
• Monitor and track sales performance daily, including key metrics such as bookings, revenue, outbound calls, and productivity hours.
• Execute sales strategies and analyse results; prepare and present monthly progress reports and performance updates to senior management.
• Maintain a high level of guest satisfaction across all bookings made through the direct sales channels.
• Provide leadership and support to the consumer sales team, ensuring they have the necessary tools, resources, and leads to achieve their targets.
• Ensure consistent adherence to a defined sales process that reflects excellent service standards for outbound sales.
• Develop and implement lead generation and management strategies aimed at maximising conversion rates.
• Collaborate with the CRM team to enhance the functionality and usability of lead‑generation tools.
• Identify and act on opportunities to improve team performance and service quality.
• Drive the growth of the department by continuously exceeding performance targets.
• Design, develop, and manage a world-class global sales training programme aligned with Crystal’s sales model.
• Partner with cross-functional teams to enhance training content with up-to-date product knowledge and operational processes.
• Deliver training and guidance to local direct sales teams on new company-wide programmes and initiatives.
• Provide ongoing support to the Director of Consumer Sales in all initiatives aimed at achieving departmental objectives.

Skills And Abilities:

• Proven ability to lead, manage, and inspire high-performing teams.
• Exceptional sales acumen with a strong commitment to delivering outstanding customer service.
• Comfortable working in fast-paced, high-pressure environments.
• Excellent verbal and written communication skills, with the ability to communicate effectively at all levels.
• Strong multitasking, organisational, and problem-solving capabilities.
• Attention to detail with well-developed analytical and planning skills.
• Collaborative team player with a positive and proactive approach.
• Solid knowledge of global geography; cruise industry experience is highly desirable.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) with the ability to quickly adapt to new technologies and systems.
• Demonstrated experience in managing direct-to-consumer sales teams.
• Strong presentation skills, confident in delivering to various audiences.
• Self-driven, goal-oriented, and motivated to exceed targets.

Education And Experience:

• Minimum of 5 years’ experience in travel industry sales, preferably within the luxury sector.
• Bachelor’s degree or equivalent.
• In-depth knowledge of international destinations and familiarity with Crystal’s itineraries.
• Proven track record of success in sales, ideally with a leading luxury travel brand.

Other:

• Evening and weekend hours may be required.
• International travel may be required (and maintain a current passport, right to live and work in the UK).

What We Offer:

• Competitive salary plus commission plan.
• Company pension plan from start of employment, with employer contributions increasing after 5 and 10 years of service.
• 25 days annual leave.