Head - Sales & Operations - Travel Domain (14-20 yrs)

Job Title: Head of Sales and Operations - Travel Domain

Exp: 14-20 Years

Location: Gurgaon and Mumbai

Job Overview:

The Head of Sales and Operations for the Travel Domain will play a critical leadership role in driving the growth and efficiency of the sales and operational functions of a travel business. This role combines strategic sales leadership with operational oversight, aiming to optimize business performance, customer satisfaction, and profitability in the travel sector. The ideal candidate will have extensive experience in both sales and operations within the travel industry, and a passion for delivering exceptional customer experiences.

Key Responsibilities:

1. Sales Strategy and Leadership:

- Develop and execute a comprehensive sales strategy that aligns with the company's objectives, focusing on both B2B and B2C markets.

- Lead, motivate, and manage the sales team to drive revenue growth, increase market share, and achieve sales targets.

- Liaising with travel agents and bring new business for the company.

- Establish sales goals and KPIs, tracking performance and implementing corrective actions as needed.

- Develop strong relationships with key clients, travel agencies, and strategic partners to expand the business.

- Analyse market trends, customer insights, and competitor activity to adjust sales strategies and identify new growth opportunities.

2. Operations Management:

- Oversee all operational aspects of the travel business, ensuring smooth execution of day-to-day activities, from bookings to post-trip support.

- Manage the coordination of travel logistics, including transportation, accommodations, and customer service.

- Implement operational processes and best practices to streamline workflows and improve efficiency across sales, bookings, and customer service teams.

- Ensure compliance with industry regulations, safety protocols, and internal company policies.

- Monitor key performance indicators (KPIs) related to operations and make data-driven decisions to improve service delivery and cost management.

3. Customer Experience and Service Delivery:

- Ensure the highest standards of customer service across all touchpoints, from pre-booking consultations to post-trip feedback.

- Oversee the resolution of customer complaints and issues, ensuring a quick and effective resolution to maintain customer satisfaction and retention.

- Collaborate with marketing and product teams to tailor offerings based on customer preferences and market demand.

- Continuously evaluate and improve the customer journey to enhance satisfaction, loyalty, and repeat business.

4. Team Leadership and Development:

- Lead and inspire a multidisciplinary team, including sales, operations, customer service, and logistics staff.

- Foster a collaborative and high-performance team culture, encouraging accountability, innovation, and growth.

- Develop training programs and continuous learning opportunities to ensure the team stays current with industry trends, technology, and customer expectations.

- Conduct performance reviews, provide coaching, and ensure staff are equipped with the tools and knowledge to succeed.

5. Vendor and Supplier Management:

- Build and maintain strong relationships with travel suppliers, including airlines, hotel chains, tour operators, and other service providers.

- Negotiate competitive contracts and pricing with suppliers while ensuring high service quality and reliability.

- Evaluate vendor performance regularly to identify areas for improvement or opportunities to optimize costs and service offerings.

- Ensure that supplier and vendor agreements comply with regulatory and company standards.

6. Financial Oversight and Budget Management:

- Develop and manage budgets for both the sales and operations departments, ensuring financial targets and profitability goals are met

- Implement cost-control measures and identify opportunities for improving operational efficiencies without compromising quality.

- Analyze financial and operational data to make informed decisions and report on key metrics to senior leadership.

7. Cross-Functional Collaboration:

- Collaborate with the marketing, finance, IT, and product teams to ensure seamless operations across all functions.

- Work closely with senior leadership to contribute to the strategic planning and growth of the travel division.

- Drive cross-functional initiatives that enhance the overall customer experience, operational efficiency, and market position.

Qualifications & Skills:

Education: Bachelor's degree in Business Administration, Travel and Tourism, Hospitality Management, or a related field. A Master's degree or MBA is a plus.

Skills:

- Strong leadership and team management abilities.

- Advanced negotiation and relationship-building skills with travel suppliers and business partners.

- Data-driven decision-making and ability to analyze sales and operational performance.

- Proficiency in CRM software, travel booking platforms, and Microsoft Office Suite (Excel, PowerPoint, Word).