WHO WE ARE Backroads is the world’s leading premium active travel company. We believe in creating experiences on the road less traveled. We think that exploring a landscape through your own power (bike or hike) affords you an authentic connection. We love a little luxury along the way, but not the affected kind. If you’re looking for an opportunity with an established company (we’ve been around for nearly 40 years) and like to work in a tightly knit, collaborative and dynamic environment where you’ll have ownership of your areas, then you’ll fit right in!
WHAT YOU’LL DO In this newly created role, which reports to our Sales & Guest Services Director and is timed to coincide with our deployment of Salesforce CRM (SFDC), you will launch and leverage this platform to improve guest experience and travel consultant efficiency and productivity. This role will be responsible for managing our team of full-time Trip Consultants. You will be responsible for achieving sales targets for inbound contacts, and for improving performance and efficiency among our talented sales team. You’ll lead the charge to identify new ways to make our sales process seamless for our guests and find new ways to nurture, delight and convert leads to guests.
ROLES & RESPONSIBLITIES Team Evaluation, Mentorship & Performance Management
Support team through 1:1 discussions and team coaching, including corrective action for areas of deficiency as well as identifying those ready for more challenge
Monitor correspondence and calls to support team development.
Understand at a granular level how each team member performs and identify ways to evolve and support performance gaps.
Deploy & Leverage Salesforce Tool Set
Support the successful deployment of SFDC by providing guidance to a third party integrator.
Develop training materials, workflows and reporting.
Identify, create, evolve and monitor appropriate lead pipelines and conversion processes.
Set protocols and design templates for chat, email, scripts and upselling.
Define requirements for call handling/routing and operational management.
Leverage reporting within SFDC workflow management to identify areas for team coaching.
Analysis & Reporting
Merge existing performance reports into cohesive dashboards to monitor and communicate team performance and service levels.
Analyze, measure and report progress against targets.
Provide Director of Sales & Guest Services with reporting supported by actionable insights to improve guest experience while improving conversion.
Contact Center Staffing & Management
Partner with Director of Sales & Guest Services to integrate our call center software seamlessly with our SFDC/ERP (Softrip) solution.
Dedicate attention to Backroads automated attendant ‘voice,’ structure and service levels by queue and by media type.
Maintain appropriate service levels while working toward the most efficient staffing outcome.
Enhance and improve usage of non-voice dependent tools such as chat, text and email in the contact center for sales, service and marketing campaigns.
EXPERIENCE & REQUIRED SKILLS Experience
Prior experience using SAAS customer/sales workflow tools (preferably Salesforce CRM) mandatory. Please do not apply if this experience is not a prominent aspect of your past work.
5+ years at management level for inbound and/or inside sales center team of at least 20+ agents.
A track record of continually evolving sales and service organizations to ensure delivery of superior customer experience while achieving sales goals.
Prior experience and appreciation for consultative selling in premium, luxury categories (experience in luxury travel space strongly desired).
Prior hands-on experience with Workforce Scheduling and Management software.
Coaching and development
Commitment to achieving goals
How you work: You are obsessed with quality, the details and achieving targets. You take ownership of your channel and are always looking for ways to grow and improve. You excel in a collaborative environment and are a strong communicator.
BA required – preferably in Business
TO APPLY Please send a cover letter explaining why you think you’d be a great fit for Backroads along with your resume and salary requirements to firstname.lastname@example.org with “Inbound Sales Manager - ATTA” in the subject line of your email.
Backroads, the world's #1 active travel company, develops and runs first-class bicycling, walking and multisport vacations around the world. Our mission is to provide total guest satisfaction and superior results in all we do.
RT @LynnGervais: Great opening address on Adventure #Travel. Lots of great info on motivation for travel.
Established in 1990, the Adventure Travel Trade Association (ATTA) serves over 1000 members in over 100 countries worldwide. Members predominantly include tour operators, tourism boards, specialty agents and accommodations with a vested interest in the sustainable development of adventure tourism. The ATTA delivers solutions and connections that propel members towards their business goals and the industry toward a responsible and profitable future.