Job Description. Sales & Distribution Support Director

Transcription

1 Job Description Job Title : Department : Sales Training Manager Sales & Distribution Support Reporting to (Job Title) : Sales & Distribution Support Director No of Direct Reports : 4 Titles of Direct Reports: Development Executives Size of Department: +300 Budget Responsibility (direct) : 50k [tbc] Revenue Responsibility (direct) : N/A Date of issue: 7 th April 2014 Issued by (name): Chris Truscott Overall Purpose of Role: Responsible for the defining and creating a sales training vision for Carnival UK Sales functions by aligning with Sales and business objectives. Supporting the provision of sales training across the entire Sales & Distribution Support department with an emphasis on frontline sales staff (customer, account facing, on board and travel agent partners). Support delivery of 3-5 year strategy for implementation of Carnival UK Sales process and capability development through effective leadership of Sales development team and third party sales training providers. Page 1 of 6

2 Main Activities and Responsibilities Strategic Leadership Create and deliver a 3-5 year training strategy for Carnival UK Sales & Distribution dept to develop sales capability in line with department vision, support and embed internal sales process and support to sales channels. Working with the Director of Sales & Distribution and senior management colleagues within the Sales & Distribution team to identify development priorities, to achieve business and Sales objectives. Management of third party sales training providers to ensure effective and value add development which will positively influence sales performance across CUK. Recommend and lead change through effective business planning/influential business cases to drive Carnival UK sales performance forward through developing sales capability therefore positively enhancing customer experience. Working collaboratively with stakeholders across the business and externally to build and accelerate a sales performance and sales coaching culture across the department. Define and set functional KPI s to contribute towards department and organisation objectives Leading project implementation as required People Management / Coaching / Development / Resourcing Direct line management for a team of Development Executives to deliver and foster a sales coaching standard throughout the sales functions across CUK and within travel agent partner base. To ensure that work is delegated to the Development Executives appropriately and taking account of the other priorities within the department. Support CUK Contact Centre and Partner Sales team to improve sales performance culture and results through function line management/team leaders. Provide tailored Travel Agent sales training through CUK Academy by reviewing and reinvigorating this e-learning platform to ensure that P&O Cruises and Cunard are best in class for agent training across the travel sector Provide development to leaders within Sales functions through coaching and advice/expertise in order to drive frontline sales personnel to maximise performance. Partner with the Succession and Development team and HRBP to enhance commercial delivery through leadership performance development. To provide support and advice to Senior Sales managers and other managers on sales capability development options and solutions. To support the recruitment of team members as required Budget Management / Financial Responsibilities / Revenue / Sales / Cost Management / Cost Control Budget management in association with Sales & Distribution Director for sales training resource and spend across the department Cost control and management for self and direct reports including management of overheads and general business costs Page 2 of 6

3 Customer Responsibilities (Internal & External Customers) Internal customer responsibility for sales training support and delivery across sales functions (Travel agency, Onboard & New business and Contact Centre) Liaison with travel agency sales team to ensure that sales training is provided in a targeted manner to travel agents to ensure that commercial objectives are supported and P&O Cruises and Cunard become the holiday brands of choice for travel agents Provide remote/virtual training support for contact centre, homeworkers and onboard sales teams to ensure that a consistent sales process is practiced to ensure customer expectations are exceeded Provide call quality monitoring support/assessment to Contact Centre through supporting and facilitating team leader performance coaching and monitoring of Personal Cruise Experts & Specialists. Work collaboratively with the other Customer Contact Centre managers and stakeholders across the business to ensure a consistent sales approach. Technical (including systems) and/or Professional Responsibilities Knowledge and experience of working with a variety of structured sales processes and techniques To have knowledge of and work with IT Business Partner on maintenance and development of e-learning technologies as appropriate. Maintaining up to date knowledge of leading sales techniques and industry knowledge (internally and externally) Facilitate and evaluate sales training courses and development activities to ensure departmental/business objectives are achieved Provide expertise/advice to leadership team to support business areas appropriately. Promote and encourage sales capability development across the department through one to one coaching with leaders, mentoring, self development and individual development plans. Work with senior leadership team, HR and finance to ensure capability development strategy aligns with organisation change, restricting and business integration. Liaise with Marketing Depts to ensure understanding of the requirements of Brands and ensure integration in development activities as appropriate. Administration Responsibilities Contract and performance management of external sales training/e learning providers To manage the successful daily operation of the sales training function to ensure sales are maximised and bookings processed efficiently and department KPI targets are achieved. Other Responsibilities To undertake ad hoc duties as required Adheres to Corporate Policies and Procedures, including Code of Conduct, Audit Procedures and any control related responsibility for financial data entered, stored, or reported via business systems within employee s control (list not exhaustive). HESS Responsibilities Lead by example by taking care of the health and safety of yourself and others Report all accidents, near miss incidents and work related ill health conditions to your manager/supervisor/team leader Page 3 of 6

4 Follow safety rules and procedures Use work equipment, personal protective equipment, substances, and safety devices correctly Take part in safety training & risk assessments and suggest ways of reducing risks Appoint shore side risk assessment Subject Matter Expert's as required to review and approve ship risk assessments Actively promote safe working within your team and encourage safe behaviours Demonstrate safety leadership in accordance with our Elev8 safety behaviours General Responsibilities Adheres to Corporate Policies and Procedures, including Code of Conduct, Audit Procedures and any control related responsibility for financial data entered, stored, or reported via business systems within employees control (list not exhaustive). To undertake ad hoc duties as required. Other Features of Job (travel, hours of work, working conditions etc): Attend meetings and industry functions as required some travel may be required. Location: Southampton Offices Page 4 of 6

5 Person Specification Job Title : Sales Training Manager Department : Sales & Distribution Education, Qualifications and Training Degree level education or equivalent Desirable: Accredited training capability Experience Strong sales skill development experience/background evidenced by the number and level of events, projects and coaching, which the candidate has been involved with. Experience of advising and supporting change Designing and delivering a variety of effective workshops and training events to develop employees and managers at varying levels Substantial experience of advising managers on development to different levels within the organisation Experience of taking a consultative and influential approach with customers Experience of working as part of a wider Sales team Desirable: Work Based Competencies Competencies that refer to the specific work related skills required for successful performance in the role. (e.g. technological competence, written ability, numerical ability, relevant legislative or procedural understanding, analytical ability, organisational ability and project management etc. Good level of ability and knowledge in facilitation and coaching Good project management skills - able to manage short and long term projects Ability to compose persuasive, accurate and concise written material Ability & experience of providing effective positive and developmental feedback Knowledge of Sales models/theories and development tools Page 5 of 6

6 Behavioural Competencies Competencies that refer to the personal characteristics and behaviour required for successful performance. Ability and experience of building positive working relationships and influencing at all levels Excellent communication and presentation skills Confident with a positive can do approach, adapting style/approach for different individuals/situations Commercial acumen and strong business awareness Demonstrable customer focus Ability to generate new ideas and work as part of a team to generate new ideas Ability to think logically and laterally and resolve problems to effective conclusions Strong team working approach and appreciation of different styles and approaches Ability to think on your feet. Ability to reflect and consider different approaches and view points, taking a pragmatic approach. Good self-awareness and drive for on-going personal development and learning Organised and conscientious Flexible attitude and approach to working hours Page 6 of 6