Director, Global Education, Sales & Service

Position Summary:
The position is responsible for executing the global Education, Sales, and Service strategy throughout the sales organization to ensure alignment of brand service standards and sales value propositions with consistent messaging, front-line sales delivery, reporting, maximizing productivity, improving conversion, and enhancing the booking experience to drive the company's global sales goals.

Responsibilities and Accountabilities:

• Develop in-depth knowledge of A&K client needs and proactively provide delivery of best-in-class service and implementation solutions.
• Identify and assess current Sales and Service practices and present recommendations for alignment and best practices.
• Partner with business unit HR, Training teams, and Management to develop and implement A&K overall Sales and Service standards to ensure the highest level of sales excellence within the organization.
• Oversee the development of annual training testing plans in collaboration with management and in-house training teams.
• Collaborate on designing, developing, and updating A&K global training materials for one source of truth within appropriate locations.
• Work on special projects such as identifying a Global eLearning solution to ensure increased productivity.
• Implement, monitor, and align call coaching directives throughout sales teams globally.
• Ensure standardization of training, process, and reporting on new inside sales initiatives.
• Develop and implement the guest journey through the booking process, destination, and process testing for front-line sales staff.
• Recommend and monitor performance key indicators pre/post assessments to gauge competencies, and learning progress, and identify additional training needs.
• Collaborate with the DMC offices to incorporate the A&K Specialist (internal) / A&K University (Internal & Retail) program for each region.
• Develop annual DMC destination and outside vendor training and format that meet the instructional goals and objectives of each business unit.
• Conduct Train-the-trainer sessions for internal subject matter across the organization.
• Maintain a keen understanding of sales training trends, developments, and best practices.
• Collaborate with the Global Product Team and other internal departments for efficiencies to facilitate the removal of barriers to sale, implementation, and to market booking/training lead times in all source markets.
• Implement the sales team's testing requirements to ensure preparedness, adoption, and engagement of new technology.
• Implement key KPIs to monitor and report on the adoption and engagement of the full client journey.
• Implement standardization of global Tailor-Made documentation and system continuity to ensure consistency throughout front-line sales teams for an enhanced guest experience.
• In collaboration with the Director, Quality Assurance and Sales Process Management, evaluate, implement, and monitor global high-level performance strategies.
• Provide recommendations for current and new processes, procedures, KPIs, reporting, and technology improvements to ensure workflow is appropriate, ensuring internal A&K Sales & Service and brand standards are maintained.
• Monitor approved pricing models and Favourites/Preferred properties/activities to ensure standards are communicated, implemented, and maintained for consistency across all global sales teams.
• In conjunction with department leaders, support the implementation and delivery of the global sales strategy of A&K loyalty clubs, including but not limited to the current Chairman's Club/Marco Polo to ensure valued guest booking experience consistency throughout the company.
• Implement delivery strategy to maximize destination/product knowledge and periodic testing requirements for new hire training and on-going primary and cross-selling knowledge to maximize market expansion and contraction.
• Implement a global strategy to maximize on-site opportunities and minimize the financial burden on DMCs.
• Manage the Global Education team in building and executing staff travel including FAMs, Advisor Educational, Global FAMs,
• Develop and monitor key KPIs to ensure company ROI targets are met.
• Drive open communication channels across geographic sales teams, DMCs, and throughout the company.

Skills and Abilities

• In-depth working knowledge of global Travel Studios and other technology is required.
• Ability to think outside current procedures and drive recommendations for improvement.
• Proven ability to manage multiple projects with day-to-day operations and prioritize tasks.
• Strong understanding of sales and marketing tools to drive sales.
• Ability to maintain brand and marketing message consistently across sales team and travel agents.
• Effective people management and team building skills.
• Proven success in managing sales processes.
• Ability to work well in stressful situations.
• Excellent written and verbal communication skills
• Knowledge of world geography
• Advanced computer skills required (Microsoft Word, Excel, PowerPoint,
• Project Management, Travel Studio, and CRM) and ability to quickly master new technologies.
• Excellent communication skills
• Proven adaptability to changing situations, procedures, and priorities.
• Must speak/read/write English - additional languages a plus.