Click&Go is a multi-award-winning online travel company based in Dublin city Centre. We provide consumers with an easy-to-use platform to design their own holiday by matching flights with great value accommodation across Europe and Worldwide. We are also the official holiday providers for Aer Lingus under the brand Holidays with Aer Lingus and Shannon Airport under the brand FlyShannon.OUR AMBITIONWe have a strong ethos of best practice and best service and aim to continue our growth through investment in our service delivery and innovation, technological infrastructure and by continuing to provide exceptional user experience as benchmarked by Trustpilot, all coupled with a competitive product offering.JOB DESCRIPTIONThe Head of Sales is a key role within the Click&Go business and has ultimate responsibility for the overall performance and budget of the call centre. They will make decisions regarding people, processes and technology and be responsible for future strategy and development of the call centre.The Head of Sales will liaise with various departments, including HR, IT and Marketing departments as required. Especially important to this role is understanding how to continually focus on automating the operational side of all inbound touch points and working closely with the Holiday Support Team to achieve this goal.PRIMARY RESPONSIBILITIESExclusively focused on the optimisation of all Inbound KPI’s, e.g. Service Level, Abandonment Rate, Average Handle Time, Conversion Rate, Customer SatisfactionDevelop and implement a growth strategy that aligns to how the business is growingSet individual targets and monitor/manage performance against targetsProactively address and manage under performance issues within the Sales teamDevelop automated reporting that delivers actionable insights that are shared with the Senior Management teamConstantly be reviewing the technology requirements of the call centre and look to improve automated solutionsManage all inbound sales customer channels, Phone, Social and EmailResponsible for optimal resource planning to ensure key KPI’s are metEnsure Brand guidelines are adhered to across all Sales channels with regards quality of engagement and follow upOwn all 3rd party vendor relationships and ensure all support SLA’s are delivered onMaintain an up-to-date knowledge of industry developments and latest best practice related to call centres and all inbound sales channelsWhere required, focus on forecasting and analysing data against budget figures to future proof the businessDevelop a customer centric culture across Sales and work closely with the CMO to improve customer experience across all Sales channelsSKILLSHighly analytical and numerate with the ability to drive performance improvement using customer insight and analysisA strong customer focus and focus on data informed decisionsStrong leadership skills and the ability to motivate and develop staffA desire to help others work towards targets and develop their skillsConfidence and a good business senseAbility to set, meet and exceed targetsA focused and self-motivated approach to workAbility to manage and thrive in an environment of rapid changeHOW TO APPLYIf you are interested in applying for this position, please send an up to date CV and cover email to jobs@clickandgo.com. In your application you should clearly demonstrate how your skills and experience match the current requirements of Click&Go.
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