Position Summary / Job Purpose:
This role is integral to driving direct growth in the region by leading Consumer Outreach Teams for Mainland China, Hong Kong, and Singapore (Mandarin Only). The primary focus is on increasing direct sales through Contact Centre teams, currently accounting for part of total direct business and expected to grow significantly in the next five years. Responsibilities include managing multi-functional sales teams to achieve Conversion & Onboard Revenue targets, leading various sales and service teams to ensure exceptional customer service, and optimizing all Consumer Outreach KPIs across channels.
In addition, this role supervises the Next Cruise program for China and Hong Kong, aiming to boost direct bookings through this channel and other Direct Strategy initiatives.
Key Responsibilities:
- Meet sales targets and enhance conversion rates in IB sales.
- Collaborate with the E-commerce Leader to drive consistent contact volumes to the Contact Center.
- Monitor and optimize Contact Center channels like Fliggy and Tik Tok.
- Develop internal processes to maximize sales opportunities in the direct sales channel.
- Implement standards and procedures to optimize operational and sales performance.
- Lead the service team to analyze call data and enhance customer service.
- Participate in marketing campaign planning with a sales-driven approach.
- Collaborate with the training team to provide product training and support new hires.
- Address department attrition and recruitment challenges.
- Design incentive programs to motivate employees and maintain job satisfaction.
- Review reports to ensure top performance in various metrics.
- Maintain adequate headcount to meet service levels and KPIs.
- Collaborate with other function managers in GTS.
- Utilize AI effectively in phone interactions to improve sales and service quality.
- Perform other duties as required.
Education, Experience, Knowledge & Skills:
- Bachelor's degree.
- Fluent in English.
- At least 8 years of management experience in a Contact Center or Customer Sales/Service Organization.
- Proficiency in Contact Center technology and Marketing Automation tools.
- Passion for people development.
- Strong communication, presentation, and analytical skills.
- Background in data analysis is preferred.