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Head of Sales & Service

Scott Dunn |  San Diego CA CA 92075 USA | Full Time |  Posted: 01/23/2020

Job Descriptiontop

Scott Dunn are a luxury tour operator based in the Solana Beach area of San Diego County. We arrange bespoke luxury vacations to amazing destinations (and the finest properties) around the world, and unlike other luxury travel agents, they’re completely tailored to the guest’s requirements and budget.

The Head of Sales & Service will have the overall responsibility for the continious development and execution of sales & service for Scott Dunn USA including guest experience and relationship management. Reporting directly to the President -Scott Dunn USA, the HoSS will be responsible for establishing and maintaining a dynamic sales culture, working closely with their direct reports (Three Sales & Service Managers, and Sales Operations Manager) and the wider team (18+ Travel Consultants) to drive further, profitable growth across all destinations and channels.

The HoSS will need to act as the ‘voice of the customer’ working closely with the UK based Sales Director, Guest Relations Manager, Product, Marketing and Operations, to ensure that all Scott Dunn USA guests benefit from the best possible service levels as well as the most exciting, relevant and unique travel experiences.

The HoSS will be accountable for delivering the expected sales revenue, whilst sharing collective responsibility with the President and management team for delivery of the broader P&L of Scott Dunn USA.


  1. Lead, coach and inspire the USA sales teams
  2. Ensure the global ‘best practice’ approach to sales & service ensuring consistent guest experience with local tailoring is implemented
  3. Ensure the sales team deliver successful outcomes whilst providing an exceptional guest experience
  4. Establish a proactive, customer-service driven sales environment
  5. Ensure targets are met through careful performance management


The duties that derive from these responsibilities include:

  • Ongoing, regular face to face performance management and coaching of the team
  • Overseeing and continually improving the booking process to increase conversion
  • Weekly team meetings and face to face communications with the sales team
  • Monitoring and improving progress towards sales and gross profit targets and reporting on performance on a daily and weeky basis, and provision of relevant information for monthly reporting
  • Maintain staffing levels in the sales teams on both near and long term basis - to include input into recruitment, rota planning, management of and recording of absence and annual leave
  • Ensure offers and discounts are used to best effect to maximise sales
  • Understanding the competitive market and market developments in USA
  • To mentor teams in dealing with guest issues to ensure any complaints are dealt with appropriately
  • Working with the Sales Operations leads in the US to identify regular errors / issues that could be overcome through additional training, process improvement or systems development
  • Identify and secure new business development opportunities to support the growth in sales
  • Working together with the Commercial & Support Manager to put together the annual fam trip plan – ensuring this plan is monitored, budgets controlled, and the teams deliver against their fam trip objectives
  • Providing input to the Business & Systems Senior Analyst for the ongoing development of the in house reservation system
  • Represent Scott Dunn at external events and with key suppliers in the US – be a key advocate of SD
  • Any other duties as management may reasonably require from time to time

Competencies and experience

  • A sophtiscated, commercial and proven Head of Sales, or Senior Sales Manager
  • Natural affinity with premium and/or luxury travel
  • Proven track record of managing a service led, phone-based sales team
  • Strong sales acumen, with a proven ability to identify, develop and coach best-in-class sales teams
  • Proven track record of success with a service led B2C environment, where exceptional relationships are integral to revenue and profit growth
  • Truly exceptional leadership skills, with the capability to motivate and develop a growing team, leading by example and establishing the optimal culture to help grow the business
  • Excellent grasp of business financials
  • Highly developed decision-making, problem solving and interpersonal skills, with the ability to communicate and collaborate effectively both cross-functionally and at all levels within the organisation
  • Self-motivated, organised, flexible and able to work well under pressure

Job Detailstop

Location San Diego, CA, CA 92075, United States
Annual Salary 80,000.00 - 120,000.00/Yearly
Industry Sectors Tour Operator
Function Sales

Location Maptop

Contact Informationtop

Contact Name Kate Heron-Moore
How to apply Employer provided a link where your application will be accepted. Click on the link below and follow instructions.
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Primary Phone 00447725501744