Coach, Inbound Sales

4 weeks ago

Makati, Philippines Royal Caribbean Group Full time

Overview

The Sales Inbound Coach is responsible for conducting orientation to new Cruise Consultants and introducing them to the inbound sales process. Develop individual coaching plans and provide resources and assistance. The inbound sales coach observes the Shoreside Butler team to determine training needs, reviews sales and service approaches, guest encounters, and reports on target KPIs, coordinating with Consumer Sales Leadership Team. The coach develops performance improvement plans when needed with a focus on an optimized consumer sales model and ensures support is available as part of routine job functions.

Essential duties and responsibilities
  • Coach each Shoreside Butler individually to assess sales and service needs to maximize lead conversion and call handling effectiveness
  • Design and develop training, KPIs, reporting, and coaching infrastructure to create a training-focused culture across the team
  • Ensure all staff receive ongoing sales and product/system trainings related to department KPIs with continuous follow-up
  • Evaluate skill sets and knowledge of the Shoreside Butler team; provide feedback and documentation to management
  • Communicate and interact effectively with decision makers at all levels internally and externally
  • Adhere to all company policies, procedures and business ethics codes
  • Other duties as assigned by supervisor
Qualifications, knowledge, & skills
  • Strong knowledge of the sales processes
  • Ability to engage and connect with each team member
  • Ability to multi-task effectively and ensure tasks are completed with accuracy
  • Excellent customer service skills to assist and handle guest escalations
  • Ability to motivate a team to achieve targets
  • Ability to read and understand various reports and analyze team member performance across KPIs
  • Ability to coach and remediate team members who are not meeting targets and KPIs
  • Build trust, value others, communicate effectively, drive execution, foster innovation, focus on the customer, collaborate, solve problems creatively, and demonstrate integrity
  • Maintain professional relationships that meet company core values
  • Work in both small local teams and larger global teams in a motivated, competitive environment toward a common goal
  • Establish and maintain effective working relationships with all support departments
Senior leadership and employment details
  • Seniority level : Mid-Senior level
  • Employment type : Full-time
  • Job function : Sales, Business Development, and Training
  • Industries : Travel Arrangements, Real Estate, and Insurance

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