Travel Sales Manager

As the Travel Sales Manager at AAA NCNU, you will oversee the travel function across multiple lines of business with a clear focus on growing travel sales revenue. This onsite role in Phoenix, AZ combines team leadership, performance management, and close partnership with management to support day-to-day results, coaching, and training.

You will lead Travel Advisors, drive sales performance and staffing decisions, and ensure member issues are addressed fairly within established service parameters. The role also calls for analyzing sales and industry trends, executing incentive and marketing programs, and continuously looking for process improvements across reservations, reporting, and workflow.

Role Focus

• Manage the travel function across various lines of business to increase travel sales revenue.
• Work closely with management to facilitate and drive Travel Sales.
• Drive travel sales revenue through leadership of the team and related goals.
• Analyze sales and industry trends to identify and capitalize on opportunities.
• Execute business line incentive programs and marketing campaigns to meet sales and revenue goals.
• Set sales goals with the business line and hold the team accountable for reaching them.
• Recommend marketing, products, and member benefits to senior management based on industry trends.

Team Leadership & Performance Management

• Manage selling performance of Travel Advisors and establish appropriate staffing levels for the assigned location.
• Oversee day-to-day performance of Travel Advisors and, in partnership with Managers, oversee day-to-day performance of Counselors.
• Coach Travel Advisors to achieve desired sales productivity and growth and to overcome challenges.
• Manage performance standards and goals, emphasizing customer sales, customer satisfaction, reducing agent errors, and ensuring compliance.
• Keep staff informed of industry changes, agency and Club changes, and vendor requirements.
• Establish staffing levels for locations and remote teams, including hiring, training, and motivating a driven team while managing performance.
• Assist in the development and execution of training and help ensure Club policies and procedures are followed.

Member Service & Issue Resolution

• Resolve member issues.
• Strengthen employee and member relationships by resolving issues fairly within service parameters established by Travel Agency management.

Process Improvement & Partnerships

• Identify process efficiencies in automation, reporting, policies, and procedures for reservation booking, report generation, and workflow management.
• Build relationships with industry representatives, vendors, local community leaders, and travel professionals to support sales growth and an improved value proposition for members.

Minimum Qualifications

• 3+ years of supervisory or management experience (Required).
• Education: Bachelor's plus 5 years or High School diploma plus 9 years of travel sales and service experience.
• Strong sales coaching skills.
• Driven people leader with effective coaching, organization, interpersonal, and communication skills (oral and written).
• Strong negotiation and analytical skills.
• Proficient in customer issue resolution.
• Ability to work an extended hour schedule as necessitated by business needs.
• Strong computer skills, including proficiency with MS Office applications or Google Suite equivalency.
• Ability to identify potential people-side risks and anticipated points of resistance, with specific plans to mitigate or address concerns.
• Valid driver's license.

Tools & Technologies

• MS Office
• Google Suite
• Video display terminal

Benefits

• Great Pay: opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending upon position.
• 401k Matching: $1 for $1 company match up to 6% of eligible earnings per pay period.
• Benefits: Medical, Dental, Vision, wellness program and more!
• Paid Holidays.
• Paid Time Off: Team Members accrue paid time off monthly; depending on position, an additional 24 hours per year are earmarked for volunteer activities.
• Collaborative Environment: AAA values your contribution to providing exceptional service to members.
• Free AAA Classic Membership.
• AAA Product Discounts.
• Tuition Reimbursement Program.

Working Environment / Minimum Physical Requirements

• This is primarily an office job.
• Physical requirements include standing, sitting, bending, and lifting (up to 15 pounds).
• Approximately 98% of time is spent using a video display terminal.