The Head of Customer Services is responsible for driving revenue growth and ensuring service excellence across all sales channels, including Corporate Sales, Key Accounts, Channel Sales, E-commerce, Retail Sales, and the Contact Center. This role involves strategizing and executing sales initiatives aligned with the company's core offerings in Tours, Visa, and Ticketing Services. The individual will lead a team of sales professionals to achieve sales targets, enhance customer experience, and collaborate with various departments to maximize sales performance, improve decision-making, and drive sales force effectiveness across channels, clusters, and customer/consumer segments.
KEY ACCOUNTABILITIES
- Strategic Sales Vision & Leadership: Define and articulate a compelling sales vision, providing strategic leadership to the sales department and ensuring alignment with overarching company objectives to drive revenue growth.
- High-Performance Sales Team Development & Mentorship: Cultivate a high-performance sales culture by strategically recruiting, mentoring, and developing sales managers and team members, ensuring continuous professional growth and succession planning.
- Strategic Trade Partner & Channel Expansion: Direct the strategic development of key trade partners and optimize sales channels, empowering Sales Managers and Key Account Handlers to achieve significant market penetration and revenue targets.
- Data-Driven Sales Budgeting & Forecasting: Oversee the development and management of sales budgets, demand forecasting, and market intelligence reports, utilizing data analytics to inform strategic decision-making and drive accurate projections.
- Brand Enhancement & Strategic Partnership Development: Drive brand visibility and market presence through the cultivation of strategic partnerships and the development of impactful promotional events, maximizing brand equity and market share.
- Proactive Market Opportunity Identification & Expansion: Lead the identification and implementation of innovative sales strategies to proactively uncover and capitalize on new market opportunities, driving business expansion and revenue diversification.
- Strategic Sales Planning & Performance Optimization: Develop and implement comprehensive annual and seasonal sales strategies, meticulously monitoring performance and utilizing data-driven insights to optimize sales processes and achieve targets.
- Actionable Market Intelligence & Competitive Analysis: Conduct in-depth market analysis, evaluating trade channels and partner performance to generate actionable insights and strategic recommendations for sustained business growth and competitive advantage.
- Impactful Sales & Promotional Material Development: Direct the creation of compelling sales materials, promotional items, and in-store communication materials that enhance brand awareness, drive customer engagement, and maximize sales conversions.
- Executive Performance Reporting & Communication: Ensure the timely delivery of accurate market intelligence and performance reports to senior leadership, facilitating informed strategic decision-making and driving accountability.
- Strategic Cross-Functional Collaboration & Alignment: Foster strong collaboration and communication across departments, aligning sales strategies with marketing, operations, and customer service to achieve overarching business goals and create a cohesive, high-performing team dynamic.
- Strategic Partner Relationship Management & Growth: Establish and nurture strategic partnerships, cultivating mutually beneficial relationships to enhance support, drive loyalty, and deepen understanding of the competitive landscape, leading to increased revenue and market influence.
