Inntravel is a widely respected, leading provider of ‘at your own pace’ self-guided walking, cycling and other activity holidays across Europe. This is an exciting time to take on a role with us as we are benefiting from long-term investment to achieve ambitious growth targets, deliver digital transformation projects and retain our place as market leader in the self-guided walking holiday market.

You will be part of our bright future, our mission envisions our holidays serving as catalysts for personal growth, environmental awareness, and fostering meaningful connections with both nature and people. Join us on our journey, creating extraordinary travel experiences for all.

We recognise and celebrate that every employee is an individual. Our commitment to a diverse and inclusive workplace is reflected in the range of benefits we offer, with some of the key highlights being:

• Enjoy 50% discount on holidays across all our brands
• Additional annual leave when you choose to swap a plane for a train
• Career pathing and continuous development opportunities
• Opportunity to take a workation for up to 6 weeks per year and work from anywhere in the world
• 2 volunteer days each year to give back to what is important to you
• A well-being resource hub and on site classes; yoga, boxercise, annual Steps challenge, employee assistance programmes, cash back health and dental plan
• Hybrid and home based roles
• Enhanced family leave allowances

This is a hybrid role with a minimum of 2 days per week in our Whitwell-on-the-Hill office. Due to the beautiful remote location, access to your own transport is essential. This is a full-time position, however work life balance is important to us and so we are open to discussion on flexible working patterns (minimum 4 days per week).

Salary: £40,000 - £50,000 + bonus   

About the role:

You will lead a team comprising 3 Team Leaders/Coordinators and 15 Sales Agents to ensure that we smash our budgeted targets and provide excellent service to our customers. Your main focus will be driving significant revenue growth and customer acquisition by maximising and creating sales opportunities that lead to bookings. You will ensure we maintain our award winning levels of customer experience, identifying improvements and efficiencies and reducing the time taken to confirm our holidays and improve our response time to customer queries. You will also bring a more commercial focus to this business area. You will develop and lead a highly motivated and unified sales team which embraces a culture of high achievement and personal responsibility.

• Generate a fun, high energy environment with a positive team culture where sales conversions are maximised and staff deliver exceptional customer service.
• Maintain and adjust an incentive structure for the sales team to maximize sales whilst maintaining team cohesion.
• Collaborate with Marketing, Commercial and Product on tactical sales campaigns to maximise sales opportunities and customers’ lifetime value.
• Oversee the team leaders who will manage the day to day work flow and resource management, to ensure a consistently high quality and efficient service to customers.
• Define and agree objectives and KPIs with the Leadership Team focussing on maximising conversion and boosting revenue. Ensure the team adhere to these, protecting Inntravel’s position as a market leader for customer service.
• Motivate and inspire the team leaders to perform in line with objectives and KPIs. Set individual targets to help team leaders understand their role in the company’s vision and growth plans. Through coaching, regular 1-1’s and supporting personal development, you will facilitate the improvement of team leaders’ performance by encouraging them to embrace a culture of continual learning and personal responsibility.
• Be influential in supporting the development of a scalable omni-channel sales environment to facilitate the management of sales delivery across all channels.
• Provide the team with the tools to enable them to improve our customers’ experience, maximise sales conversions and meet service level agreements for all inbound contacts. 
• In conjunction with the wider business, reduce our ‘time to book’ KPI by ascertaining current blockers, identifying improvements and redefining processes to significantly improve this metric.
• Take ownership of designing and delivering (with IT) the systems and processes required to give real time visibility to the team.
• Work cross functionally to ensure projects and business initiatives are implemented across the customer operations team. 
• Establish a team training program to minimise time taken to on-board and train knowledgeable, motivated and effective members and to enable Inntravel to on-board new colleagues effectively in a hybrid environment.
• Oversee recruitment, on-boarding and training of the new members of the sales team.
• Escalation point for very challenging customer situations/complaints. 
• Work cross functionally to ensure projects and business initiatives are implemented across the sales team. 
• Make sustainability a core consideration in all decisions that are made in this role.

Am I the right person?  We are looking for your application to demonstrate:

• Training, coaching and development skills, which enable you to empower and inspire individual performance and development within your team.
• People management skills including setting clear objectives, managing performance, giving feedback and holding people accountable.
• Highly confident, competent and articulate communication skills enabling you to communicate professionally across all levels. 
• Skilled in implementing sales strategies that deliver exceptional results in consumer facing business (travel industry preferred but not essential). 
• Able to proactively identify problems and bring innovative solutions that will solve them for the customer, team and business.
• Planning and implementation skills which ensure initiatives/projects run to time and budget whilst achieving objectives.

We aim to inspire individual discovery and our values will be close to your heart.

Diversity is to be celebrated. Life would be dreary, and change would be slow, if we all thought the same way. We challenge our ideas, each other, and our business partners - always with respect and kindness.

Inntravel is part of Hotelplan Group, a well-established and diverse family of specialist tour operators, with a long tradition of developing and operating market-leading experiences. The family comprises ski, walking and Lapland holidays with Inghams and Santa’s Lapland; adventure travel with Explore; and self-guided holidays with Inntravel. Sustainability and responsible tourism is at the core of everything we do, and should be a passion for everyone employed by the group.