Scott Dunn - Head of Sales & Guest Experiences - Solana Beach, CA

Flight Centre•California, CA

13d•Onsite

About The Position

Scott Dunn, part of Flight Centre Travel Group (FCTG), is a luxury travel operator specializing in tailor-made vacations. The Head of Sales & Guest Experiences USA is a strategic leadership role responsible for developing Sales Team Managers and building a guest-focused sales culture that drives revenue, productivity, conversion, and service excellence. The position influences sales, service, product, loyalty, and operations, and contributes to business strategy, team performance, and memorable guest experiences.

Requirements

Proven leadership experience managing sales leaders, managers, or large sales teams.
Strong experience driving sales performance, productivity, conversion, and customer experience outcomes.
Demonstrated success developing and executing business plans and commercial strategies.
Experience analyzing sales data, KPIs, budgets, and profitability metrics to inform decisions.
Ability to coach, mentor, and develop high-performing leaders and teams.
Strong stakeholder management and cross-functional collaboration experience.
Experience managing recruitment, workforce planning, and performance management processes.
Excellent communication, presentation, and influencing skills.
Strong commercial acumen and ability to identify and maximize sales opportunities.
Experience handling guest escalations and service recovery situations.
Ability to thrive in a fast-paced, agile, customer-focused environment.

Nice To Haves

Travel, hospitality, leisure, or customer experience industry experience.

Responsibilities

Lead, coach, and inspire Sales Team Managers to build a culture of sales excellence and exceptional guest service.
Drive performance against sales budgets, revenue goals, productivity targets, conversion metrics, and service KPIs.
Develop and execute long-term business plans aligned with company vision, budgets, and performance objectives.
Partner with sales, service, product, loyalty, and operations leaders to deliver a seamless guest experience.
Keep guest understanding and personalized discovery central to customer interactions.
Promote preferred properties, offers, and supplier programs to drive commercial performance.
Analyze sales performance, profitability, productivity, and conversion opportunities.
Provide data-driven insights and recommendations on market trends and business opportunities.
Develop initiatives to strengthen trading performance, including weekend sales strategies.
Identify and implement process improvements and efficiencies to increase productivity and booking volumes.
Create an agile, fast-paced environment that prioritizes speed to market and responsiveness to guest needs.
Oversee and improve booking processes to increase conversion rates and guest satisfaction.
Lead daily, weekly, and ongoing communication with management teams to ensure alignment and execution.
Monitor performance against targets and report regularly to leadership and board-level stakeholders.
Support workforce planning, recruitment, scheduling, absence management, and resource allocation.
Lead performance management, including coaching, training, KPI management, and development reviews.
Ensure effective administration of bookings, documentation, payments, and manifests.
Maximize commercial offers and promotions while maintaining guest satisfaction.
Monitor market trends and competitor activity and share insights with product leadership teams.
Support managers in resolving guest concerns, complaints, and escalations.
Ensure emergency response and crisis management processes are maintained and effective.
Enable teams to contribute to and execute sales and service strategies.
Partner with product leadership on annual familiarization trip planning, budget management, and destination expertise development.
Perform additional duties as reasonably required by leadership.
Contribute to a safe, inclusive, and accessible work environment where employees feel welcomed, respected, and supported.

Benefits

Comprehensive paid time off: up to 15 vacation days, increasing to 20 days after 2 years of employment; 5 sick days; 3 personal days; 1 Diversity Day; 1 Volunteer Day; and 9 recognized holidays annually.
Travel perks and discounts.
Health and wellness programs and employee financial wellness services.
National and international award nights and conferences.
Medical, dental, and vision benefits, including gender-affirming care and fertility care.
Hospital indemnity, AD&D, critical illness, long-term disability, and short-term disability insurance.
Flexible Spending Accounts.
Employee Assistance Program.
401(k) program with partial match.
Tuition reimbursement program.
Employee Share Plan allowing company stock purchases on the Australian Stock Exchange with partial company match, subject to terms and conditions.
Global career opportunities across a network of brands and businesses.
Paid leave to observe a holiday or cultural celebration of the employee's choice.
One paid Volunteer Day per calendar year.
Opportunities for professional and personal development.