Sales Operations Manager

Job Summary

The Sales Operations Manager at Crystal will play a pivotal role in managing the Inside Sales Team, while also overseeing IT coordination, including new implementations and enhancements to the CRM system. This position is responsible for the development, analysis, and execution of strategic reports to support the Trade Sales and National Accounts teams in achieving their sales targets through effective market analysis. The Sales Operations Manager will collaborate closely with the Director of Business Development and Director of National Accounts to execute promotional activities and facilitate revenue generation through effective sales efforts. 

Essential Job Duties

• Assist in creating, adjusting, tracking, and providing regular updates on sales trade initiatives and National and Strategic Accounts, including monthly performance, quarterly overrides, and other tactical reporting.
• Distribute weekly and/or monthly sales reports to National Account consortia, strategic and key account partners. Including the supervision of override, management fees, and amenity funding payouts to accounts, and any ad-hoc reporting required.
• Drive, review, and evaluate requests with IT, including improvements and new implementations for the sales trade team.
• Become a Subject Matter Expert (SME) in the CRM system, providing training and support to team members as needed.
• Manage the Inside Sales Support Team, ensuring training, customer service, and operational tasks are executed in compliance with company standards and service levels.
• Manage National Account amenity program execution, including weekly manifest processing and coordination with National Account partners and Crystal internal departments, in additional to managing the day-to-day inquiries relative to program from consortia partners and internal colleagues. 
• Maintain National Account calendar of activities and events not limited to Conferences, Trade
• Shows, and Webinars to ensure proper coverage in coordination with VP and Director, National Accounts. Ensure proper collateral is ordered and shipped in a timely fashion to support all activities throughout the year.
• Monitor National Account intranet sites to ensure company profiles, staffing and promotional content are current and are regularly updated. 
• Assist with National Account marketing content request forms to fulfil National Account marketing commitments as need to support trade marketing manager and Director, National Accounts.
• Track National Account specific offers and promotional activities, including but not limited to special SBC or gift card offers and ensure proper posting to all relevant bookings.
• Manage weekly national account invoicing to ensure all partner invoices are processed in a timely manner and assist with the process of closing monthly expenses in coordination with Director National Accounts and Crystal accounting department.
• Provide backup support for the VP and Director of National Accounts while they are traveling and provide coverage at national account events when needed.
• Perform any additional duties as assigned by the Director of Business Development and Director National Accounts.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice.

Competency

• Bachelor’s degree in business, Marketing, or a related field preferred.
• Minimum of 2+ years of experience in sales, sales operations, project management, or market analysis.
• Experience in the travel or hospitality industry, particularly within the cruise sector, is a significant plus.
• Familiarity with the cruise industry and luxury travel products, particularly knowledge of Crystal Cruises, is highly advantageous.
• IT or coding experience is a plus.
• Proficiency in Microsoft Office Suite and CRM software is desirable.

Skills/Qualifications:

• Strong communication and interpersonal skills to effectively engage with travel agency partners and internal stakeholders.
• Problem-solving oriented, with the ability to address challenges and identify opportunities and priorities for improvement.
• Ability to develop, analyse, and create tactical and strategic reports for territory management and business development.
• Technology and data-driven mindset with proficiency in using online tools and new platforms for reporting creation and data management.
• Detail-oriented with excellent organizational skills to manage a team and individual performance.
• Adaptability and willingness to travel as necessary.

Physical Demands

Requires sitting, standing, walking, bending, and reaching. May require lifting or pushing up to 25 pounds. Requires manual dexterity sufficient to operate standard office machines such as computers, the telephone, and other office equipment.

Expected Hours of Work

The position is full-time and frequently requires working additional time outside of normal business hours.