Job Description

We are looking for a Manager, Customer Experience & Sales for a Travel company based in Dubai.

Location – Dubai, UAE

Salary – Depending on Experience

Qualifications:

• Proven experience of more than 5 years in a managerial role within the travel, tourism, or high-touch service industry in Dubai.
• Demonstrated track record of managing and coaching a sales team to achieve targets.
• Deep proficiency with CRM software (Zoho CRM experience is highly desirable) and understanding of its role in enabling personalization and efficiency.
• Exceptional leadership, coaching, and mentoring skills.
• A demonstrated passion for travel and a genuine commitment to providing empathetic, high-quality customer service.
• Strong analytical skills for sales reporting and performance improvement planning.
• Excellent communication skills, both written and verbal, are necessary to communicate with international suppliers and high-end corporate clients.
• Knowledge and experience in GDS software applications.

Key Responsibilities:

SERVE: Cultural and Leadership Excellence (The Human Touch)

• Lead by Example: Proactively model the company’s purpose, fostering an office environment where empathy, proactive communication, and quick problem-solving (the "human to turn to") are paramount.
• Sales Coaching & Performance: Directly coach all travel sales agents, guiding their performance from transactional selling to relationship-driven consulting. Ensure all team members understand how their proactive, human-led approach contributes to both revenue growth and the customer’s peace of mind.
• Talent Development: Coach and mentor, all team members to elevate their performance from transactional selling to relationship-driven consulting. Ensure all team members understand how their role contributes to the customer’s peace of mind.
• Recruitment: Recruit and onboard new team members who possess the innate emotional intelligence and drive to embody the "human touch" mission.

GROW: Performance and Commercial Acumen (The Memorable Adventure)

• Corporate Client Growth: Strategically identify, assess payment capability, secure, and manage key corporate accounts. Deliver compelling presentations and ensure the relationship is built on high-touch service and value that encourages client advocacy and further growth.
• CRM as a Relationship Tool: Instil the practice of using the CRM (Zoho) not just for tracking, but as a central repository for personal preferences and historical data to create uniquely memorable, non-standard itineraries.
• Data-Driven Empathy: Actively use CRM performance data (Leads, Deals, conversion rates) to coach agents and identify opportunities for proactive, human-led outreach instead of generic broadcasts.
• Sales Strategy: Develop and lead initiatives to maximize sales and generate new revenue streams, always ensuring these efforts align with delivering best-value, personalized services (e.g., creating fixed-price packages for unique experiences like Umrah, honeymoons, etc.)

CONNECT: Partnership and Operational Flow (Peace of Mind)

• Supplier Relationships: Maintain and nurture effective, reliable relationships with key local and international suppliers. Ensure these partners meet the company’s standard for excellence and reliability, directly guaranteeing the quality of the customer's adventure.
• Product Development: Strategically identify and recommend to the MD the most reliable, best-value suppliers for key destinations, UAE activities and Hotels.
• Internal Communication: Ensure smooth information flow between Sales, Operations, and Marketing.
• Implement a system to rapidly share supplier rate details and product information so consultants can provide immediate, confident answers (preventing the feeling of being "left without a human to turn to").
• Marketing Alignment: Coordinate with the Social Media/Marketing Agent to ensure external advertisements and calendars reflect the promise of personalized service and match the needs of the sales team.

GUIDE: System and Compliance (Operational Integrity)

• Workflow Mastery: Ensure the sales team actively and accurately uses the CRM software by updating all Leads and Deals daily, making customer data reliable and actionable for personalization.
• Reporting & Analysis: Prepare and issue insightful monthly sales reports (agent and product), including analysis and forward-looking sales targets, providing the MD with the necessary intelligence to guide the business.
• Standards: Ensure the team is expertly trained in professional phone and digital communications (WhatsApp) to maintain the highest conversion rates while demonstrating correct etiquette and empathy.
• Compliance: Fully comply with all Company Rules and Procedures to ensure a stable, reliable foundation for the business.

About the Role:

We are seeking a Manager, Customer Experience & Sales who will be the operational backbone and cultural champion for our new purpose. You will be responsible for ensuring our internal systems, processes, and people consistently deliver the promised "personal connection" and "peace of mind." Your success is defined by how effectively you enable our sales consultants to be empathetic, proactive, and immediately responsive human guides for our clients