Loyalty Team

4 months ago

Hammersmith, United Kingdom Scott Dunn Full time

Scott Dunn is an award-winning luxury tour operator creating tailor-made holidays to destinations all over the world. With offices in the UK, US and Singapore, we pride ourselves on providing outstanding service to all our guests from the moment they begin their research online, right the way through to post-holiday evaluations.

Role Purpose
The role of the team leader is to set the example that will guide, motivate and empower a successful team of Outbound Consultants to nurture repeat guests and engage new guests, generating leads to sell our award-winning holidays with accuracy, knowledge, and absolute professionalism.

You will personally be proactively outbound calling guests and prospective guests to create highly qualified leads which are seamlessly introduced to the Travel Consultants to convert into bookings, whilst coaching your team to do the same.

 Responsibilities
- To foster a high-performance, high-service team environment for the team
- To drive all team members towards collaboration and common purpose across all parts of the business and global offices
- To identify where the team need relevant information from across the business and suggest how they can best be kept up to date with Scott Dunn product knowledge and trends
- To support with planning, organizing and manage data lists for the team in line with planned marketing activity
- To ensure that the CRM is maintained with guest loyalty status and guest loyalty records are up to date
- To clearly communicate, provide clarity and insight on areas of sales measurement, guest feedback and responsibilities for your team as and when required
- To create a climate where your team can express their views honestly and openly
- To support and coach individuals to ensure everyone’s personal development and effectiveness is maximized
- To regularly ask for information, input and suggestions for continual improvement
- Encourage the team to love learning and continually grow their travel knowledge and sales skills
- To escalate blockers to performance with suggested solutions
- To ensure consistency and adherence to operational processes
- Personally, engage with new and previous Scott Dunn guests to generate enquiries including at events and face to face meetings
- Support the Loyalty Manager in monitoring all enquiries generated by the outbound team and how they move through the sales process clearing any blockers along the way and taking back into the team where appropriate
- Refer guests who could potentially be part of our Scott Dunn Private programme as well as nurturing any expired members from Scott Dun Private into the guest loyalty team
- Training colleagues with knowledge gained from areas visited
- Conducting educational and research trips abroad, complete all required website and product updates and present back to teams and planning the same for your team
- Conduct 1:1’s with the team as and when required
- Such other duties as management may reasonably require from time to time

Core competencies
- A clear and confident communicator verbally and written
- A superb listener
- Strong organizational skills
- Respectful to others
- Examples of integrity
- Exceptional ability to engage guests
- Appreciation of supporting other parts of the business
- Influential, communicating across and upwards
- Ability to delegate and prioritise and support others in doing so
- Proven Ambassador of business values and brand
- Technical skills required: previous use of a database, excel, Microsoft
- Use of Power BI advantageous

About You
- Previous outbound/sales experience required, ideally in the luxury or travel sector
- Some global or luxury travel experience required
- Previous experience of leading teams/projects would be beneficial
- Previous experience of working/managing remotely would be beneficial
- The role is office based in Hammersmith full time
- Part time considered to the equivalent of four full days per week
- Travel to support off site remote workers required occasionally
- Support for the other Business Units Outbound teams will be required so the ability to work on the different time zones regularly is required and can be pre planned

Values & Behaviours
- In the know - Start by listening. We take the time to understand our guests’ and colleagues needs. Be Precise. We take pride in getting every detail right. Own it. We deliver on commitments we make.
- In the Detail - Love learning. We energetically seek out and share new ideas and insights. Embrace feedback. We continuously seek to improve by sharing and accepting honest feedback. Work with the best. We attract, retrain and partner with the best.
- Inspiring - Look to the future. We constantly seek opportunities to make travel memorable and sustainable. Be more we. We work together collaboratively and value different viewpoints. Win together. We celebrate each other’s successes and have fun.

Location
This role is bas

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