Head of Sales and Operations
11 days ago
London
New Head of Sales Vacancy, as Head of Sales & Operations, your primary objective is to drive commercial performance by enhancing the sales team's effectiveness, maximising booking conversion, and fostering repeat business. This role combines leadership, operational oversight, and customer excellence to ensure seamless sales execution and service delivery.\n\nThe Job:\n\nFoster a high-performance culture through daily engagement, positive reinforcement, and an open-door communication style.\nAlign customer demand with team capacity, ensuring appropriate staffing and shift coverage, ensuring productivity is maximized by lead volume per agent.\nManage the team rota and holiday requests to maintain service levels and operational performance.\nCommunicate clear performance expectations and targets.\nOversee quality control across all communication channels, ensuring responses are relevant, well-written, and on brand.\nMonitor and encourage commission generation per agent, supporting performance optimisation.\nOversee the performance and functionality of communication tools.\nEnsure fast, comprehensive, and professional responses to all customer enquiries.\nContinuously identify opportunities to enhance workflow efficiency or improve sales conversion.\nCollaborate with the wider team to design and refine daily, weekly, and monthly reporting tools.\nProvide a weekly report outlining individual and team performance (including sales volumes, conversion rates, and agent productivity).\nCultivate strong relationships with all tour operator partners. Act as a collaborative internal stakeholder, supporting cross-team alignment.\nImplement best practice processes and frameworks that drive efficiency and quality for the sales and operations team.\nRemain vigilant around cost control and operational expenditure.\nSupport compliance with industry regulations and reporting requirements.\nOwn the resolution of customer complaints to ensure service recovery and brand protection.Skills Required:\n\n5-10 years in a senior sales role, ideally in a B2C environment.\nProven track record of hitting or exceeding sales targets and driving team-wide conversion improvements.\nExperience in commission-based or incentive-driven teams.\nExperience managing day-to-day operations, including CRM systems, call centre tools, or sales platforms.\nKnowledge of mid-office systems, ROTA management, and internal workflows.\nFamiliarity with managing third-party platforms or partners\nDemonstrated success in hiring, onboarding, and performance management.\nSkilled at motivating dispersed or remote teams, including setting KPIs and coaching underperformance.\nExperience managing attrition and morale, especially in high-pressure or target-driven environments.\nBackground in improving customer journey and repeat business rates.\nComfort resolving customer complaints, escalations, and leading service recovery.\nUnderstanding of customer communication tone, style, and service standards.\nAbility to interpret sales data and performance reports.\nConfident in budgeting, forecasting, and cost control.\nExperience working with cross-functional teams (e.g., marketing, product, finance) to align goals.The Package:\n\nSalary £50,000 + Bonus\nCompetitive salary and great job satisfaction.\nFlexible working, work from home.\n25 days annual holiday plus bank holidays plus your birthday.\nCompetitive pension contributions.\nAccess to FAM trips.\nAccess to sales incentives.\nDiscounts for you, friends and family on all trips.\nExperience in a growing business shaking up a sector.\nAble to influence overall development and direction.\nMaking a positive impact on overseas local communities.Interested:\n\nIf you would like to apply for the above vacancy, please click 'APPLY' or email (url removed)