Director, Small Group Journeys

Abercrombie & Kent•Downers Grove, IL

1d•$110,000 - $125,000

About The Position

The Director, Small Group Journeys drives sales growth and annual revenue results through strategic leadership, operational management, and development of a high-performing team. The role provides clear direction and accountability, optimizes team performance, and identifies opportunities to improve productivity and conversion. It oversees sales processes, CRM lead management, E-chat operations, outbound consultants, reporting, staffing, training, and service continuity. The Director also serves as a key contact for escalated issues and collaborates with internal teams, destination management companies (DMCs), and third-party suppliers to support bookings and guest service. The position requires a minimum of five years of sales or customer service management experience; luxury-market management and luxury travel experience are preferred. A bachelor’s degree or relevant work experience is required. International travel may be required, and evening and weekend hours may be required. The role is bonus eligible, with a listed salary range of $110,000–$125,000.

Requirements

Minimum five years of sales or customer service management experience; luxury-market experience is preferred.
Bachelor’s degree required, or relevant work experience.
Strong background in coaching-led sales leadership, performance management, and revenue accountability.
Ability to challenge existing procedures and recommend improvements.
Ability to manage multiple projects alongside daily operations and prioritize tasks.
Experience working in global or matrixed organizations.
Effective people-management and team-building skills.
Proven success managing sales processes and working with CRM systems.
Strong multitasking, organizational, and problem-solving skills.
Ability to work effectively in stressful situations.
Excellent written and verbal communication skills.
Knowledge of world geography.
Intermediate to advanced computer skills, including Microsoft Word, Excel, and PowerPoint, and ability to learn new technologies quickly.
Excellent customer service skills and adaptability to changing situations, procedures, and priorities.
Must speak, read, and write English.
International travel may be required; must maintain a current passport.
Evening and weekend hours may be required.

Nice To Haves

Luxury-market sales or customer service management experience.
Luxury travel industry experience.
Additional language skills.

Responsibilities

Drive the Small Group Journey team toward annual sales goals and increased conversions.
Implement sales strategies and reporting metrics to assess team effectiveness.
Collaborate with Managers and Team Leads to coach and mentor team members and ensure A&K sales and service standards are met.
Oversee CRM lead nurturing and management, including lead generation, qualification, prioritization, assignment, follow-up, and conversion.
Manage daily oversight, scheduling, and operations for E-chat staff.
Lead Outbound Consultants through coaching, performance management, and feedback, ensuring consistent execution of CRM standards, sales processes, and operational procedures.
Collaborate with the Training team to identify training priorities and develop and implement relevant programs and curricula.
Build leadership capability and help Managers coach performance, accountability, and results.
Listen to calls regularly and provide timely, constructive feedback to address performance gaps and reinforce best practices.
Collaborate with Operations to ensure continuity in sales, service, and documentation.
Review team reports and procedures, identify efficiencies, and recommend improvements.
Serve as the primary contact for the A&K management team and Guest Relations on escalated conflict resolution and policy, procedure, destination, and technical questions.
Work with DMCs, third-party suppliers, and internal departments to facilitate bookings, close sales, and manage service issues.
Use daily, weekly, and monthly reporting to identify trends, productivity blockers, performance gaps, and revenue opportunities.
Promote consistency and communication between teams.
Anticipate staffing needs and drive approved hiring and training requirements.
Guide the team on booking financials as needed.
Manage and monitor call queues to maintain appropriate phone coverage.
Work with Managers, Product, and DMCs to schedule familiarization trips that build destination and product knowledge.
Ensure company policies and procedures are followed.