Click&Go – Head of Sales
COMPANY BACKGROUND
Click&Go is a multi-award-winning online travel company based in Dublin city Centre. We provide consumers with an easy-to-use platform to design their own holiday by matching flights with great value accommodation across Europe and Worldwide. We are also the official holiday providers for Aer Lingus under the brand Holidays with Aer Lingus and Shannon Airport under the brand FlyShannon.
OUR AMBITION
We have a strong ethos of best practice and best service and aim to continue our growth through investment in our service delivery and innovation, technological infrastructure and by continuing to provide exceptional user experience as benchmarked by Trustpilot, all coupled with a competitive product offering.
JOB DESCRIPTION
The Head of Sales is a key role within the Click&Go business and has ultimate responsibility for the overall performance and budget of the call centre. They will make decisions regarding people, processes and technology and be responsible for future strategy and development of the call centre.
The Head of Sales will liaise with various departments, including HR, IT and Marketing departments as required. Especially important to this role is understanding how to continually focus on automating the operational side of all inbound touch points and working closely with the Holiday Support Team to achieve this goal.
PRIMARY RESPONSIBILITIES
- Exclusively focused on the optimisation of all Inbound KPI’s, e.g. Service Level, Abandonment Rate, Average Handle Time, Conversion Rate, Customer Satisfaction
- Develop and implement a growth strategy that aligns to how the business is growing
- Set individual targets and monitor/manage performance against targets
- Proactively address and manage under performance issues within the Sales team
- Develop automated reporting that delivers actionable insights that are shared with the Senior Management team
- Constantly be reviewing the technology requirements of the call centre and look to improve automated solutions
- Manage all inbound sales customer channels, Phone, Social and Email
- Responsible for optimal resource planning to ensure key KPI’s are met
- Ensure Brand guidelines are adhered to across all Sales channels with regards quality of engagement and follow up
- Own all 3rd party vendor relationships and ensure all support SLA’s are delivered on
- Maintain an up-to-date knowledge of industry developments and latest best practice related to call centres and all inbound sales channels
- Where required, focus on forecasting and analysing data against budget figures to future proof the business
- Develop a customer centric culture across Sales and work closely with the CMO to improve customer experience across all Sales channels
SKILLS
- Excellent communication skills
- Highly analytical and numerate with the ability to drive performance improvement using customer insight and analysis
- A strong customer focus and focus on data informed decisions
- Strong leadership skills and the ability to motivate and develop staff
- A desire to help others work towards targets and develop their skills
- Confidence and a good business sense
- Ability to set, meet and exceed targets
- A focused and self-motivated approach to work
- Ability to manage and thrive in an environment of rapid change
HOW TO APPLY
If you are interested in applying for this position, please send an up to date CV and cover email to jobs@clickandgo.com. In your application you should clearly demonstrate how your skills and experience match the current requirements of Click&Go.
