Team Manager, Sales Support

2 weeks ago

Pasig, Philippines IHG Hotels & Resorts Full time

5 days ago Be among the first 25 applicants

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The MLAC Team Lead helps the AMER Sales Support Team drive revenue, engagement and results on department goals by inspiring, coaching, developing and guiding team members to consistently demonstrate IHG Behaviours. The Team Lead will also assist Stakeholders manage IHG’s relationship with its Key Accounts as well as enhance relationship with the IHG Global Sales Team.

Overview

The MLAC Team Lead helps the AMER Sales Support Team drive revenue, engagement and results on department goals by inspiring, coaching, developing and guiding team members to consistently demonstrate IHG Behaviours. The Team Lead will also assist Stakeholders manage IHG’s relationship with its Key Accounts as well as enhance relationship with the IHG Global Sales Team.

Essential Duties and Responsibilities
  • Manage the day to day workload of the team.
  • Become the subject matter expert of the Key Accounts within but not limited to the MLAC Region.
  • Provide and oversee support provided to Key Accounts within but not limited to the MLAC Region.
  • Lead the team towards meeting team targets, Key Performance Objectives, Service Level Agreement and other deliverables.
  • Monitor each team member to make sure that they follow IHG policies as stated in the Employee Handbook
  • Coordinate with HR in case there are disciplinary or performance issues to be addressed in the team.
  • Prepare, submit and interpret weekly, monthly, and quarterly reports to business partners and stakeholders.
  • Process escalated calls or emails from team members
  • Address customer complaints and track resolutions.
  • Handle complex and escalated customer service issues
  • Update processes and any internal documentation as needed.
  • Cascade process changes to the team and mentor new team members.
  • Evaluate and audit team performance
Required Skills
  • Bilingual Speaker. Fluent in both English and Spanish Language
  • Experience and knowledge of sales principles and techniques including but not limited to SAM
  • Clear, concise and succinct communication skills, including adapting both verbal and written communication to the needs and level of user.
  • Time management skills, attention to detail and ability to manage multiple tasks/clients required.
  • Ability to build and manage relationships with Key Accounts. Ability to interact on a professional level with management and clients.
  • Ability to maintain a consistent, high quality customer-focused orientation, including providing clear, accurate information; explaining procedures or materials or providing supplemental information; anticipating problems or questions.
  • Knowledge and experience of Sales Systems is a plus.
  • Demonstrates the ability to work effectively in a remote setup during graveyard shifts.
Qualifications
  • Associate degree or bachelor’s degree or technical institute degree/certificate or an equivalent combination of education and work-related experience.
Experience
  • Leadership skills is a plus
  • With progressive work-related experience within a regional sales team, or similar environment, with demonstrated proficiency and understanding of one or more functions related to the position.
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Industries
  • Hospitality

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