JOB NUMBER: JB01382
VACANCY NUMBER: ADV01546
ORGANIZATION: MSC Cruises INC.
BUSINESS AREA: Office
LINE MANAGER: SVP Sales / Commercial Sales Officer
The Director of Outbound Sales is responsible to build, lead, and motivate customer-focused outbound sales teams that execute objectives flawlessly by translating vision and broader sales goals into clear and specific sales goals for the outbound sales team with defined measurable outcomes resulting in delivering results against established KPIs for the US Market.
•Assumes a player/coach role to ensure the department and practices are developing into a world class sales organization and are in alignment with Company values, brand strategy and customer promise in all interactions;
•Identifies, instills and monitors best practices across departmental roles, processes, and practices such as talent management, recruiting, training, development, coaching, scheduling, rewards and incentives, etc. that ensures superior salesmanship and brand representation;
•Creates and delivers operational metrics, performance indicators and customer satisfaction levels to ensure delivery and develops actionable recommendations to achieve desired behaviors and outcomes specifically on sales person productivity, guest experience & quality control, and cost management.
•Provides leadership to outbound team to ensure all team members are aligned and executing in accordance with policies, procedures and KPIs;
•Identifies and implements necessary training, sales scripts to ensure highest level of performance is achieved by each outbound agent; •Works collectively with the MSC Sales team and other organizational leaders to grow overall revenue ensuring outbound efforts are in line with corporate policies that do not disrupt other channels of distribution;
•Measures, analyzes and reports on sales results and related KPIs, in accordance with outbounds sales goals and incentive plans;•Encourages innovations and test/measure/learn environment;
•Schedules outbound agents in accordance with budget and sales initiatives;
•Drives and support a customer-focused culture for both internal and external customers, identify pain points and raise awareness of opportunities for improvement;
•Partners with Sales Leaders and other Senior Management to develop short and long-term strategies and assumes responsibility for the implementation of these strategies while aligning global sales strategy and sales goals to the local market
•Manage processes, relationships, and resources to enhance organizational capability and results as well as deliver on outbound sales contact center management;
•Fluent in English and additional language(s) a plus
•BS Degree in business administration, marketing, communications, public relations, advertising or a related field of business•5+ years of experience leading a 50+ member outbound sales team, preferably in the Travel Industry
•5+ years in a leadership role working with senior executives in managerial role, Director level preferred
•Demonstrated leading a team with aggressive, double-digit growth expectations with a minimum in $50m in revenue and driving Lead and Campaign management•
Demonstrated ability to work well in a team environment with strong collaboration and coaching skills•Strong communication skills and ability to work across all levels of the organization in the US and globally
•Committed to client satisfaction using NPS, repeat business, customer referrals;
•Well organized and flexible with a high degree of accountability, ability to plan, prioritize and organize in a fast-pace, rapidly changing environment
•Strong analytical skills and utilizes analysis to solve problems as well as create innovations and winning solutions that can scale as the organization develops
•Ability to defuse escalated situations both with external customers and internal Team Members and remain focused in adverse situations;
•Experience with relative regulations and systems such as Cloud based telephony, CRM, Lead and Pipeline Tools, Dialer, US T SR, Safe Harbor;
•Strong demonstrated experience, positive results and growth in managing outbound sales contact centers per best practices
•Prefer experience selling leisure travel or similar analogous categories in terms of value per transaction, consumer engagement and decision making, sales process, etc.
•Must be US citizen or legally authorized to work in the US
•MSC Cruises is an E-Verify employer
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