Customer Sales

Manage a Contact Centre by implementing and maintaining best practice policies and procedures and lead the Sales & Service teams to achieve EKH Commercial objectives. Ensure the highest level of service is delivered consistently to all B2C & B2B customers across the full range of Emirates Holidays products, with an aim to achieving the overall PCA, CSAT & NPS scores, as well as conversion rates to hit Passenger, Sales & Margin Revenue targets.

• Manage the day-to-day sales & service operations of the Contact Centre and ensure that escalations are addressed properly for consistent customer experience satisfaction to generate repeat business.
• Conduct regular team briefings to ensure that the team is aware of new/enhanced products, policies, and procedures to leverage the EKH brand and always align with the Airline as a USP for competitive advantage.
• Conduct regular performance management reviews ensuring that SMART objectives and development plans are clearly set out for each staff. Coach, manage, develop, and motivate the teams including Customer Sales and Service Team Leaders to ensure that they meet the set objectives of the department.
• Establish communication platforms with the Product, E-commerce, Marketing, Customer Operations and Trade teams to ensure that up-to-date information on products, brand, distribution & processes is frequently relayed to the Contact Centre teams. Similarly, feedback on any lapses in the sales funnel or processes need to be communicated to all relevant stakeholder departments for seamless collaboration.
• Organize and plan training for staff and onboarding and induction plans for new joiners, as well as the proper IT infrastructure set-up to ensure a smooth integration.
• Monitor the discipline and conduct of the team to ensure that company policies are adhered to, and that best-practice is encouraged and rewarded to retain talent.
• Implement a conflict management resolution process to ensure team harmony and cohesion, and also HR engagement for escalations.
• Constantly analyze and monitor sales conversion and service levels to support the commercial goals of revenue KPIs of the department.
• Ensure that all Finance reporting, reconciliations and processes are strictly abided by the teams, and that all necessary accounting tasks, e.g. ADAs, Refunds, Derwent integrity & CSRs etc. are within agreed SLAs.
• Maintain constant reporting, feedback, and recommendations on frontline activities to the Contact Centre Manager and the Managing Director.

• Minimum 'A' Level or equivalent
• A good all-round knowledge of the travel industry and experience in Tour Operating or Retail Travel, with a minimum of 3 year's experience in Tour Operating or Retail Travel
• Previous supervisory experience and proven ability to motivate, coach and develop staff.
• A commercial awareness and ability to guide sales staff on how to achieve high conversation rates.
• Ability to communicate effectively at all levels with proven influencing skills.
• A solid understanding of the importance of customer experience and exceeding the customer's expectations.
• A working knowledge and understanding of ABTA/PTR rules and regulations.
• Excellent knowledge of MS Office and IT literate
• Flexibility to work shifts, including evenings, weekends, and bank holidays during PEAK season.
• Knowledge of basic IATA Ticketing would be an asset.

Candidates must have the legal right to live and work in the UK. The Company will not assist in obtaining visas/work permits.

We offer our employees competitive remuneration packages, attractive travel benefits, and career development supported by multi-million dollar training facilities in Dubai, and e-Learning programmes for those seeking a long-term future in the Company.