Sales and Retentions Manager

at  On The Beach

WHO WE ARE

¡Hola!
Were On the Beach. Theres over 500 of us, mostly at home, and sometimes in our office in Manchester.
We send nearly two million people on holiday every year (not together) and were expecting to get to three million pretty sharpish. Why? Because were the only holiday company who truly gets why going on your jollies is the most wonderful time of the year.
With our market-leading offers, scalable, flexible and innovative technology, strong customer-value proposition and low cost base, were challenging existing players and redefining how customers book, manage and experience their holidays.
On the Beach Group plc is one of the UK’s largest online beach holiday retailers, with significant opportunities for growth so our storys only really just begun…
We’re on the lookout for talented, beach-loving people to join us and contribute to the next chapter of our story.
You will get to work on interesting projects and will be given the tools and autonomy to have the chance to make your impact on our growth plans.
We’re a down to earth and friendly bunch, with little bureaucracy or hierarchy, and whilst we may have grown in size, we’ve not lost our entrepreneurial spirit. It’s in our DNA.
You’ll find diverse teams, reflective of the world we live in and the customers we serve. We believe strongly that difference, not uniformity, is critical to our success. We know that better decisions happen when they are made by a range of voices, perspectives and experiences. As an equal opportunities employer, we value and welcome applications from all sections of the community.

YOU’LL BE A GREAT ADDITION TO OUR TEAM IF YOU HAVE THE FOLLOWING SKILLS, KNOWLEDGE AND EXPERIENCE

• Previous experience of working in the travel industry or within a Sales/Retention Contact Centre environment in a similar role
• Driving sales across digital channels
• Ability to lead a team and develop others
• Innovative thinker who can drive customer satisfaction, productivity and make improvements to the customer journey
• Ability to influence others, including at a senior level
• Strong verbal and written communication skills
• Ability to deliver service delivery guidelines
• Results focused and data driven, committed to the values surrounding outstanding service delivery through effective people management
• A passion and commitment for delivering improvements to the customer experience

We have an exciting opportunity for a Contact Centre Manager to join our evolving Sales and Retentions team.
At On the Beach, were on a mission to build on our amazing growth story and take On the Beach to the next chapter. We are putting all our focus into making it easy for customers to find, book and enjoy their perfect beach holiday. Critical to helping us realise our ambitions is ensuring that our Contact Centre is best in class and in this role you will do just that, by ensuring that our Sales and Retentions team are the best Beach Experts in the business, from bookings luxury long haul breaks, group getaways to retaining customers when things dont quite go to plan with their booking.
In this role, you will be responsible for all aspects of the customer booking experience, in a fast paced and high-pressure team. We are on the lookout for an experienced Contact Centre Manager who is a dynamic, results driven leader with a passion for sales and a strong ability to coach and motivate their team.

As Sales and Retentions Manager your responsibilities will include:

• Overall responsibility for the day-to-day running of the Sales and Retentions team, ensuring the departmental objectives are met
• Ensuring we achieve company sales objectives whilst maintaining customer satisfaction
• Implementing procedures for the team to interact efficiently with customers on digital platforms, allowing us to set, achieve and exceed of sales goals
• Identifying opportunities to improve the customer booking journey with improvements to our processes, based on data and customer insights
• Enabling the team to be customer centric and deliver a memorable customer experience, integrating On the Beachs personality and perks into customer interactions to increase customer satisfaction, retention and loyalty
• Actively engaging and supporting the development of the team to ensure we drive a high performance culture and future succession planning
• Analysing and reporting on departmental data to key stakeholders
• Taking ownership of customer and system issues and seeing problems through to resolution, working closely with our technology teams to ensure our online availability and pricing is accurate
• Supporting with any escalated employee relation issues
• Working alongside the other departmental Contact Centre Managers to ensure we are working collectively towards the wider business goals