Director, Small Group Journeys

Abercrombie & Kent•Downers Grove, IL

2d•$110,000 - $125,000

About The Position

The Director, Small Group Journeys drives sales growth and annual revenue achievement through consistent leadership and strategic management. The role provides clear direction, accountability, and operational continuity while developing a high-performing team, optimizing performance, and identifying opportunities to increase productivity. The Director oversees sales processes and team performance, supports managers and team leads in coaching employees, manages E-chat operations and call coverage, and works with internal teams and external partners to facilitate bookings and resolve service issues. The position uses regular reporting and CRM practices to identify trends, remove productivity barriers, address performance gaps, and uncover revenue opportunities. It also supports training and leadership development, anticipates staffing needs, ensures company policies and procedures are followed, and may require international travel and evening or weekend hours. The salary range is $110,000–$125,000, and the position is bonus eligible.

Requirements

Strong background in coaching-led sales leadership, performance management, and revenue accountability.
Ability to think beyond current procedures and make recommendations.
Proven ability to manage multiple projects alongside day-to-day operations and prioritize tasks.
Experience operating within 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 well 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 quickly master new technologies.
Excellent customer service skills.
Proven adaptability to changing situations, procedures, and priorities.
Must speak, read, and write English.
Bachelor’s degree required, or relevant work experience.
International travel may be required; must maintain a current passport.
Evening and weekend hours may be required.

Nice To Haves

Minimum 5 years of sales or customer service management experience in the luxury market preferred.
Luxury travel industry experience preferred.
Additional languages are a plus.

Responsibilities

Drive the Small Group Journey team to achieve annual sales goals and increase conversions.
Implement sales strategies and reporting metrics to measure, analyze, and evaluate team effectiveness.
Collaborate with and support managers and team leads in coaching and mentoring team members to meet A&K Sales and Service standards.
Oversee CRM lead nurturing and management, including lead generation, qualification, prioritization, assignment, follow-up, and conversion.
Manage daily oversight of E-chat staff, scheduling, and E-chat operations.
Lead Outbound Consultants through ongoing coaching, performance management, and feedback, and drive consistent execution of CRM standards, sales processes, and operational procedures.
Collaborate with the Training team to identify training priorities and create and implement relevant programs and curriculum.
Build leadership capability and ensure managers are effective performance coaches who drive accountability and results.
Conduct regular call listening and provide timely, constructive feedback to identify performance gaps, reinforce best practices, and support continuous improvement in quality and service.
Collaborate with Operations to ensure seamless transition and continuity related to sales, service, and documentation.
Monitor Small Group Journey reports and procedures, create efficiencies, and recommend improvements where necessary.
Serve as the primary point of contact for the A&K management team and Guest Relations on escalated conflict resolution and policy, procedure, destination, and technical questions.
Collaborate 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 performance trends, address productivity blockers, close performance gaps, and uncover revenue growth opportunities.
Recommend and drive consistency and communication between teams.
Evaluate and anticipate staffing needs and drive approved hiring and training needs.
Provide guidance to the team on booking financials as needed.
Manage and monitor call queues to ensure appropriate phone coverage.
Work with managers, Product, and DMCs to schedule familiarization trips that maximize destination and product knowledge.
Ensure company policies and procedures are followed.