At Intrepid, we’re looking for a dynamic and commercially focused Sales & Customer Service Manager to lead and develop a high-performing team from our Melbourne Head Office. Reporting to the Head of Sales, you’ll lead and inspire your team to achieve ambitious sales targets and performance KPIs while consistently delivering exceptional experiences for customers and agents. Through setting clear expectations, regular one-on-one conversations and meaningful coaching, you’ll create an engaging and positive environment in which people can develop and perform at their best.
This is a varied leadership role with responsibility for sales performance, customer experience and the smooth day-to-day operation of the team. You’ll oversee recruitment, onboarding, training, resource planning, rosters, budgets and performance reporting, while identifying process and system improvements that increase productivity and profitability. You’ll monitor sales, conversion, service levels and customer feedback, maintain best-practice sales and service standards, and work closely with teams across marketing and the wider business to support campaigns, events and strategic initiatives.
We’re looking for an experienced people leader with a proven ability to coach teams, achieve KPIs and deliver outstanding customer service. You’ll bring strong communication, problem-solving and organisational skills, sound commercial judgement, high emotional intelligence and the ability to implement change effectively. Experience within travel, sales or a contact-centre environment, together with knowledge of reservation systems, would be highly advantageous.
This is a full time 12 month contract based out of our Head Office in Melbourne. As our ANZ sales and customer service teams operate in a demand-led, rostered environment supporting customers globally, flexibility to work evenings, weekends and public holidays will be required.
Intrepid Travel offers sustainable experience-rich travel via more than 900 trips on all seven continents. As a certified B Corp, we're a business that balances purpose and profit.
We are the largest global adventure tour operator with a network of 35 destination management companies (DMCs) and a not-for-profit foundation.
Majority owned by its co-founders and staff, Intrepid has been taking small groups to travel the local way, on real-life experiences for more than three decades.
Through our global DMC network, our expert teams operate the majority of our trips, as well as tours on behalf of other leading travel brands.
Our not-for-profit, The Intrepid Foundation, has raised over AUD $20m for 160 charities around the world since 2002.
Find out more in our annual report: https://www.intrepidtravel.com/annualreport
