Posted on 2022-01-05

Sales & Customer Care Supervisor

Club Mediterranee (Club Med) Hong Kong Ltd

Purpose of the Job

Manage contact centre/Boutique sales channels & develop customer care experience for HK Market

Key Missions

Mission 1 : Grow the "TED" contact centre performance (sales & customer care) through a premium sales experience

Tasks : Analyse market trends and the Sales and Marketing Plan to forecast the annual contact centre traffic and ensure a high level of service
  • Ensure that the necessary sales force is in place
  • Be responsible for the sales process fluidity & lead sales tool optimization projects
  • Ensure the service/contact on all levels in our call centre represents the premium image of our brand and follow our commercial policy
Mission 2 : Meet sales objectives by developing the sales team competencies and skills

Tasks : Give clear vision and direction to sales team. Manage, coach and reinforce the entrepreneurial spirit the sales teams adapting to their individual needs and performances.
  • Implement individual development plans - regular coaching sessions, product & sales techniques trainings …
  • Animate the sales team through daily and weekly updates, and regular team events
  • Set up, track and animate the incentive planning to drive overall business objectives
  • Lead HR process - sales force recruitment, onboarding of new team members, monthly and seasonal development plans, annual assessments …
Mission 3 : Develop our Customer Care Experience to enhance our brand positioning and to increase retention

Tasks : Set up Customer Care procedures to make the sales department more efficient and service oriented.
  • Coordinate, supervise and evolve the customer care process. Ensure through our partner that all complaints and feedback are dealt with in line with an upscale strategy.
  • Ensure that each customer is heard, contacted and given relevant compensation balancing financial objectives, legal requirements & client satisfaction
  • Measure the ROI of our actions and grow loyalty through our customer complaints retention rates    
Mission 4 : Lead cross-channel operations (incl. E-Commerce, Indirect, Meetings & Events) through smooth sales process & transport

Tasks : Manage before & after departure process ensuring the maximum fluidity of sales and quality of services (fluidity of payment & back-office activity, ensure appropriate sales team/ customers information.)
Recommend and lead specific analyses to improve business understanding and help decision making
Find the most appropriate transport offer on the market in line with the country's strategy

  • High-school grade minimum
Job Experience:   
  • Solid & proven experiences in managing sales teams
  • Travel industry experience preferred
  • Strong sales & organizational skills
  • Great leadership with an ability to influence and motivate teams
  • Creativity
  • Analytical thinking, at ease with reportings & figures
  • Flexible and adaptable with the ability to respond readily to rapidly changing business situations
  • Passion for Travel, Sales & Customer relations
  • Love team management & have demonstrated great coaching abilities
  • Reporting rigour with high level of personal responsibility and accountability
  • Flexible and positive approach to problem solving
  • Highly proactive, have strategic-thinking and ability to challenge collaborators & managers
  • Microsoft Pack Office (advanced Excel would be a plus)
  • Qlikview or other dataviz tool would be a plus
Languages :    
  • Fluent in Chinese (Cantonese) and English
We offer competitive package to the right candidate. Qualified and interested parties please send your resume and salary expectation by clicking "Apply Now".

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More job information
Job Function
  • Wanchai
Employment Term
  • Permanent
  • Full-time
Career Level
  • Middle management level
  • F.5- F.7 or DSE