| Date: |
2009.11.24 |
Reference Number:
(HR only) |
COSD20091124 |
| Title, Department, Company: |
Sales and Operations Director |
| Location: |
Shanghai, China |
| Reports to: |
Managing Director |
| Subordinate: |
1 senior sales, 1 middle level sales, 4 sales, 1 ticking, and 1 Marketing Executive |
Department Interaction:
(Parts/Projects involved with) |
Finance, HR, Marketing Depts. |
Travel Requirements:
(Describe by percentage) |
10-20% |
| Effective Date: |
Jan, 2010 |
Company Background:
Classic Travel is a leading upscale and luxury travel enterprise with an enviable reputation for the creative design, planning, and management of unique upscale travel programs. Specializing in the expatriate community within China, Classic Travel is renowned for it’s exciting, innovative, and professionally-run upscale travels programs including international, domestic, luxury and group travel products.
The company's objective is to be the market leader in expatriate travel consistently exceeding customer expectations.
The company's employees engage in selling, marketing, planning and managing upscale travel products, relying upon a strong network of alliances with preferred suppliers, wholesalers, airlines, and tour companies, for the provision of luxury accommodation, unique travel experiences, cruise, air ticketing, and touring.
Primary Purpose
The subject position was created to alleviate operational pressures on the Executive Directors, in order to enable them to focus on more strategic activities, particularly spearheading the company's penetration into the expatriate and luxury travel markets of China. The position is responsible for managing the company's retail operations, including sales, procedure and process, staffing & management, product range, service development and delivery, and financial performance. In achieving these objectives, the position works in close collaboration with the Executive Directors and CFO, who are responsible for strategic relationships, financial accounting, cash-flow management, asset management, financial management, and legal compliance.
Responsibility
1. Sales Responsibility:
- Hands on role in the sales to customers and supporting agents, achieving own profit targets.
- Ensure the efficient, effective, and profitable operation of the company, including the achievement of service, strategic, financial and operational targets within timelines. Ensure ALL upscale travel transactions achieve minimum profit margins.
- Oversee and drive Classic Travel's business development in Shanghai and China, with particular focus in the growing expatriate, by identifying business opportunities and developing appropriate marketing and sales initiatives to capitalize on them. Participate in relevant consumer networking events, trade shows and other upscale events to raise the company;s profile.
- Develop, and maintain strategic business alliances with preferred suppliers, airlines, travel suppliers, cruise lines, and stakeholders including key hotel and resort representatives and personnel from destination marketing authorities. Where appropriate, review and enhance Classic Travel protocols regarding the management of business relationships.
2. Team Management:
- Manage, mentor, and direct Classic Travel's staff.
- Provide regular coaching, training, feedback, and support to the supporters and all other staff, ensure regular performance reviews for all staff with HR department, and ensure the provision of appropriate development opportunities, training, and support for all staff.
3. Operation:
- Coach and oversee Classic Travel team members with respect to following up sales leads, developing exceptional customer service, developing sales targets, enhancing quotation / confirmation documentation, responding to customer feedback, identifying sources of market intelligence, and capitalizing on emerging business opportunities. Ensure all company correspondence, proposals, and marketing materials preserve and enhance Classic Travel's “brand” of professionalism, consistency, and innovation.
- Provide creative direction and renewal through the development of innovative packaged product offerings, including unique upscale travel concepts, new and (where practicable) exclusive destinations, and innovative modes of service delivery.
- In collaboration with the Executive Directors/Financial Controller, ensure adherence to the company's internal policies, procedures, and protocols, including timely administrative and billing procedures and the maintenance of company standards in relation to a safe, professional, and productive work environment at all times.
- Take a leading role in supporting the Executive Directors, in implementing Classic Travel's GSA products sales, brand and results in the market with supporting retail Chinese agents.
- Where appropriate, participate in the presentation of upscale travel concept proposals and quotations and/or directly oversee the management of particular upscale travels including sales, concept proposal, budget development, post-upscale travel evaluation, budget reconciliation, and customer billing.
Requirement:
1. Substantial knowledge of, and experience in, the upscale and luxury travel industry, including at least 5 years experience in managing teams.
2. Demonstrated selling skills including the ability to conceptualize upscale travels in response to customer requests, translate that vision into a quotation proposal, follow up, achieve the sale and ensure the seamless confirmation to suppliers.
3. Excellent sales and entrepreneurial skills, including the ability to identify and develop new products / markets, articulate clearly Classic Travel’s business capability to potential clients, and set and achieve sales targets.
4. Excellent communication and interpersonal skills, including the ability to translate packages travel concepts into compelling quotations, negotiate effectively with suppliers, to achieve connectivity effectively at all levels.
5. Strong people management and teamwork skills, including a demonstrated ability to select, direct, mentor, and motivate sales staff including managers.
6. Well-developed financial and project management and administrative skills, including the ability to prepare budgets and project plans, review financial performance and identify areas for remediation, and develop recommendations for sales & marketing investment.
7. Fluency in Mandarin and English (spoken & written) is mandatory.
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