As a Cruise Sales Team Leader, you'll be instrumental in shaping the success of our sales team. You'll be a vital coach, mentor, and motivator, empowering your team to achieve and surpass their goals, including key performance indicators like Margin Per Hour (MPH), conversion rates, and service level agreements (SLAs).

At Iglu, the customer is at the heart of everything we do. You'll ensure our high standards for quality (across calls and emails) are consistently met, minimising errors and maximising customer satisfaction. We're committed to making Iglu a fantastic place to work, and you'll play a crucial role in fostering a positive, high-energy environment where everyone can thrive.

Key Responsibilities – Your Journey Ahead:

• Lead with Impact: Collaborate closely with the Sales Manager to inspire and lead your team to achieve and exceed ambitious sales targets.
• Strategic Growth: Assist in developing and implementing innovative sales strategies that drive our business objectives forward.
• Empowerment Through Coaching: Provide exceptional coaching, training, and development to agents of all experience levels, giving our team a competitive edge in the industry.
• Mastering the Flow: Take ownership of call and email volumes, ensuring prompt and effective handling within our SLAs, always delivering outstanding customer service.
• Data-Driven Decisions: Conduct insightful daily, weekly, and monthly analysis of performance, identifying opportunities for growth and providing valuable feedback and reports to the Sales Manager and wider business.
• Goal Setting & Celebration: Set clear daily, weekly, and monthly sales goals, providing constant motivation and championing successes along the way.
• Nurturing Talent: Conduct regular 1-to-1s, dynamic daily team huddles, probation reviews, and personalised Personal Development Plan (PDP) discussions.
• Team Collaboration: Work seamlessly with other Assistant Managers to ensure the entire floor and company achieve their targets.
• Seamless Customer Journeys: Develop strong, collaborative relationships with other departments to ensure a smooth and exceptional customer experience from start to finish.
• Problem Solver & Escalation Point: Confidently handle escalated calls, concerns, or feedback, taking appropriate and decisive action.
• Quality Champion: Ensure agents adhere to our company's minimum standards, proactively working to reduce errors and maximise the customer experience.
• Maximising Opportunities: Ensure team replies are responded to effectively and professionally, consistently looking for booking opportunities.
• HR Support: Participate in HR proceedings, including investigations and disciplinary actions, with professionalism and fairness.
• Welcoming New Talent: Conduct interviews and be actively involved in onboarding new agents, providing a smooth transition from training to the sales floor, and helping to reduce attrition.
• Product Expertise: Maintain an in-depth knowledge of all Iglu.com products, processes, and procedures.
• Market Insight: Stay up-to-date with new supplier products, services, industry trends, and competitor activities to effectively implement sales strategies.
• Hands-On Leadership: Participate in "back to the floor" days to maintain excellent front-line knowledge and understanding.
• Innovate & Improve: Proactively contribute ideas for service or sales enhancements and make valuable recommendations to the business.
• Travel Opportunities: Attend and/or lead educational trips as required, broadening your industry knowledge and networking.
• Compliance & Integrity: Adhere to all company policies and procedures, including Health & Safety, Equal Opportunities, Data Protection, Code of Conduct, Security, IT, and Internal Control Financial Regulations.

Skills and Experience – What You'll Bring:

• Proven Success: A demonstrable track record of consistently achieving and exceeding KPIs.
• Travel Industry Insight: Valuable experience in travel sales.
• Customer Service Excellence: Previous experience in delivering outstanding customer service.
• Analytical Acumen: Proficient in reading and interpreting reporting platforms, including but not limited to Tableau.
• Coaching & Mentoring: 2+ years of experience in delivering effective coaching and feedback to agents.
• Inspiring Leadership: 2+ years of leadership and motivational experience.
• Sales Process Mastery: In-depth knowledge of sales processes and procedures.
• Product Knowledge: A comprehensive working knowledge of all products sold by Planet Cruise / Iglu.com.
• Tech Savvy: Good standard of IT skills, including the Google Platform, Word, Excel, and other relevant tools.

Behavioral Role Fit – Your Winning Qualities:

• Exceptional Communicator: Excellent verbal and written communication skills, with strong interpersonal abilities.
• Customer Champion: Customer-focused with the ability to take ownership and resolve complex customer issues effectively.
• Positive & Persuasive: A positive, hardworking mentality with excellent negotiation and influencing skills.
• Numerically Astute: Highly numerate, demonstrating a solid understanding of all performance metrics and calculations.
• Adaptable & Creative: Highly flexible, positive, and resilient, with the ability to be innovative and create a fun, engaging environment.
• Growth Mindset: Fosters a positive environment of continuous improvement.
• Business Savvy: Displays good commercial awareness and understanding of company business plans, objectives, strategy, and competitor landscape.
• Organisational Pro: First-rate organisational skills
• Lead by Example: Demonstrates a strong work ethic, always leading by example.
• Proactive Innovator: Possesses a strong degree of initiative, able to improve processes and introduce new techniques, generating creative ideas.
• Composed Under Pressure: Ability to work effectively under pressure to meet targets and tight deadlines.
• Solution-Oriented: A pragmatic problem solver, solution-focused, and always finding ways to succeed.
• Committed to Growth: Accountable for your own learning and personal development.
• Embraces Change: High tolerance for ambiguity.

Role Key Performance Indicators – Measuring Your Impact:

• Thread Conversion
• Margin
• Bookings per day
• Margin per hour (MPH)
• Quality and % of error-free work
• Dilution
• Call reason logging
• Attendance and adherence
• Customer Satisfaction
• Service levels