Scott Dunn - Head of Sales & Guest Experiences - New York, NY

Flight Centre•New York, NY

13d•Onsite

About The Position

Scott Dunn, part of Flight Centre Travel Group (FCTG), is a luxury travel operator that creates tailor-made vacations. The company specializes in personalized journeys and is known for its service, destination knowledge, and travel expertise. The Head of Sales & Guest Experiences USA is a strategic leadership role responsible for developing Sales Team Managers and fostering a guest-focused sales culture. The position drives revenue, productivity, conversion, and service excellence, with influence across sales, service, product, loyalty, and operations. It also contributes to business strategy, team performance, and memorable guest experiences that encourage repeat business.

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

Experience in the travel, hospitality, leisure, or customer experience industry.

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.
Collaborate 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 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.
Foster an agile, fast-paced environment that prioritizes speed to market and responsiveness to guest needs.
Oversee and enhance booking processes to improve conversion rates and guest satisfaction.
Lead daily, weekly, and ongoing communication with management teams to support alignment and execution.
Monitor performance against targets and report 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.
Maintain effective emergency response and crisis management processes.
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 workplace where all Flighties feel welcomed, respected, and supported.

Benefits

Paid time off, including up to 15 vacation days (increasing to 20 after two years), 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.
Health benefits including medical, dental, vision, gender-affirming care, and fertility care.
Insurance including hospital indemnity, AD&D, critical illness, and long- and short-term disability.
Flexible Spending Accounts.
Employee Assistance Program.
401(k) program with partial match.
Tuition reimbursement program.
Employee Share Plan, with the ability to purchase company stock on the Australian Stock Exchange and partial company match, subject to terms and conditions.
Global career opportunities across a network of brands and businesses.
One paid Volunteer Day per calendar year.
Diversity Day paid leave to observe a holiday or cultural celebration of the employee’s choice.
Professional and personal development support and opportunities to grow.
Recognition events including regular Buzz Nights and the annual Global Gathering.