This position involves the creation and management of tour quotations and agreements, coupled with proactive customer engagement strategies to optimize client experience and achieve sales objectives. KEY ACCOUNTABILITIES • Lead Generation: Conduct targeted cold and warm outreach to identify and engage qualified prospective clients, actively pursuing referrals to expand the corporate client base. • Promotion and Offer Communication: Effectively communicate current promotions and discounts to leads and clients to drive sales. • Proposal and Agreement Development: Prepare and present compelling corporate tour quotations and service agreements to clients. • Client Needs Analysis and Program Recommendation: Conduct detailed cost-benefit analyses to understand client requirements and recommend tailored corporate tour programs. • Tour Coordination and Problem Resolution: Collaborate with the Tour Operations team to address and resolve corporate tour-related issues, ensuring seamless service delivery. • Client Relationship Management and Retention: Develop and maintain strong, long-term client relationships to maximize customer lifetime value and ensure client satisfaction. • Prepare accurate and detailed corporate tour rooming lists to facilitate smooth accommodation arrangements. • Financial Coordination and Payment Tracking: Liaise with the accounting team to manage tour invoices and ensure timely client payment. • Performance Reporting and Analysis: Track appointments, sales activities, and client feedback, generating comprehensive weekly and monthly performance reports for management review. • Weekly Reporting: Provide concise weekly sales and activity reports to the management team. • Perform other duties and responsibilities as assigned by management.
The Head of Customer Services is responsible for driving revenue growth and ensuring service excellence across all sales channels, including Corporate Sales, Key Accounts, Channel Sales, E-commerce, Retail Sales, and the Contact Center. This role involves strategizing and executing sales initiatives aligned with the company's core offerings in Tours, Visa, and Ticketing Services. The individual will lead a team of sales professionals to achieve sales targets, enhance customer experience, and collaborate with various departments to maximize sales performance, improve decision-making, and drive sales force effectiveness across channels, clusters, and customer/consumer segments. KEY ACCOUNTABILITIES • Strategic Sales Vision & Leadership: Define and articulate a compelling sales vision, providing strategic leadership to the sales department and ensuring alignment with overarching company objectives to drive revenue growth. • High-Performance Sales Team Development & Mentorship: Cultivate a high-performance sales culture by strategically recruiting, mentoring, and developing sales managers and team members, ensuring continuous professional growth and succession planning. • Strategic Trade Partner & Channel Expansion: Direct the strategic development of key trade partners and optimize sales channels, empowering Sales Managers and Key Account Handlers to achieve significant market penetration and revenue targets. • Data-Driven Sales Budgeting & Forecasting: Oversee the development and management of sales budgets, demand forecasting, and market intelligence reports, utilizing data analytics to inform strategic decision-making and drive accurate projections. • Brand Enhancement & Strategic Partnership Development: Drive brand visibility and market presence through the cultivation of strategic partnerships and the development of impactful promotional events, maximizing brand equity and market share. • Proactive Market Opportunity Identification & Expansion: Lead the identification and implementation of innovative sales strategies to proactively uncover and capitalize on new market opportunities, driving business expansion and revenue diversification. • Strategic Sales Planning & Performance Optimization: Develop and implement comprehensive annual and seasonal sales strategies, meticulously monitoring performance and utilizing data-driven insights to optimize sales processes and achieve targets. • Actionable Market Intelligence & Competitive Analysis: Conduct in-depth market analysis, evaluating trade channels and partner performance to generate actionable insights and strategic recommendations for sustained business growth and competitive advantage. • Impactful Sales & Promotional Material Development: Direct the creation of compelling sales materials, promotional items, and in-store communication materials that enhance brand awareness, drive customer engagement, and maximize sales conversions. • Executive Performance Reporting & Communication: Ensure the timely delivery of accurate market intelligence and performance reports to senior leadership, facilitating informed strategic decision-making and driving accountability. • Strategic Cross-Functional Collaboration & Alignment: Foster strong collaboration and communication across departments, aligning sales strategies with marketing, operations, and customer service to achieve overarching business goals and create a cohesive, high-performing team dynamic. • Strategic Partner Relationship Management & Growth: Establish and nurture strategic partnerships, cultivating mutually beneficial relationships to enhance support, drive loyalty, and deepen understanding of the competitive landscape, leading to increased revenue and market influence.