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Director of Sales, Traveler Relations Center

Company: Grand Circle LLC
Location: Boston
Posted on: May 16, 2022

Job Description:

Job Description Title: Director of Sales, Traveler Relations Center About the Company: As a fast-moving global enterprise committed to changing people's lives, Grand Circle Corporation specializes in vacations of international discovery for Americans age 50 and older. Grand Circle is a privately held company that has served more than two million travelers since 1958 and has more than 30 regional offices worldwide. Headquartered in Boston, MA, Grand Circle employs more than 2,000 Associates, Program Directors, and Trip Leaders, and ship nautical hospitality crew on six continents. The company maintains a strong dedication to offering high impact experiences to its travelers with over 87% choosing to personalize their trips and tailor their experience using customized arrangements to 90+ countries. This creates a stimulating workplace and builds strong communities through philanthropy and volunteerism. Over the past three decades, Grand Circle has expanded to include three travel brands and now offers 100 vacations choices and hundreds of pre and post trip optional extensions. Each brand presents travelers with a distinctive vacation experience: • Overseas Adventure Travel, the 39-year-old providers of small group discovery on the road less traveled • Grand Circle Cruise Line, the 19-year-old leader in international small ship and river ship cruises and cruise tours • Grand Circle Travel, the 64-year-old leader in worldwide discovery for seasoned travelers Position Summary:The Director of Sales, TRC is responsible for leading and managing the sales management team to support and align to Grand Circle Corporation's core mission. This position will work closely with division leaders to improve the organization's ability to exceed customer expectations at all levels. The ideal candidate will have prior experience developing a sales management team, with demonstrated abilities in driving performance to exceed goals while making improvements to processes utilizing sales metrics.Responsibilities:The Director of Sales, TRC responsibilities include, but are not limited to:

  • Lead and manage TRC Sales Management Team
  • Develop, implement and monitor the business objectives for Regional Adventure Counselors.
    • Drive performance & reduce Average Handle Time on calls.
    • Lead or participate in cross-functional initiatives to improve processes.
      • Develop and implement plans to increase call conversion and customer satisfaction.
        • Measure customer satisfaction and collect customer feedback.
        • Drive a One Call Resolution initiative.
          • Represent TRC/RAC Sales when partnering with external departments to ensure continuous improvements.
            • Develop and implement short-term and long-term plans to support the company strategies.
            • Measure effectiveness of repeat business initiatives and recommend changes to improve Loyalty Program.
              • Cultivate and inspire a culture that advocates GCC values and vision with every customer interaction.
                • Identify and implement industry best practices, strategies and processes to support a best-in-class service experience.
                  • Ensure a regulatory compliant organization as it relates to the customer service function.
                    • Other responsibilities as assigned.
                    • Must be strong in managing performance. Qualifications:
                      • 5+ years directing a Call Center Management
                      • Bachelor's degree in business administration, operations management, communications, or other related field; advanced degree preferred
                        • Familiar with concepts and implementation of customer experience mapping
                        • Demonstrated ability to influence and inspire through persuasion, negotiation, and relationship building.
                          • Experience delivering quality customer service over a variety of communication channels.
                            • Leadership experience
                              • Experience developing and driving key customer service metrics.
                                • Understanding of structured project management
                                • Analytical and process-oriented mindset Benefits (30 hours +):
                                  • Up to $5,000 Signing Bonus
                                  • 50% Discount on GCC trips, and opportunities for on-site training and travel
                                  • Robust healthcare benefits, including Medical, Dental, Vision, and Flex Spending Accounts
                                  • Generous Paid Time Off (PTO)
                                  • Paid holidays throughout the year
                                  • 100% Commuter Benefit subsidy for Public transportation (9/1/21)
                                  • Company-paid life insurance
                                  • Paid short and long term disability insurance
                                  • 401K Retirement Savings account
                                  • Discounted auto and renters insurance
                                  • Volunteer and philanthropy opportunities to give back in Boston and where we travel
                                  • Located in the heart of the up-and-coming Seaport District of downtown Boston
                                  • Casual dress code every dayCOVID-19:As a condition of employment, successful applicants will be required to be fully vaccinated for COVID-19 prior to their start date. Details relating to demonstrating compliance with this requirement will be provided to applicants selected for employment. Applicants who receive an offer of employment who can provide documentation that the vaccine is medically contraindicated or who object to vaccination due to a sincerely held religious belief may make a request for exemption. Grand Circle is an Equal Opportunity Employer.

Keywords: Grand Circle LLC, Boston , Director of Sales, Traveler Relations Center, Sales , Boston, Massachusetts

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