Team Manager - Customer Care

Turn strong sellers into a high-performing team—and great conversations into lasting commercial results. If you love coaching people, using data to unlock performance, and creating a sales culture where customer experience and results go hand in hand, join IHG Hotels & Resorts as a Sales Team Manager.

Why join us?

Lead a reservations and sales team within one of the world’s leading hospitality companies. You’ll shape daily execution, coach colleagues to sell with confidence and integrity, and use performance insights to improve conversion, revenue, loyalty, and guest experience. This is an opportunity to build future sales talent while growing your own leadership career in a global organization.

What you'll do?

• Lead your team to deliver sales, conversion, revenue, partner, loyalty, and enrollment targets while protecting service quality and commercial integrity.
• Turn campaigns, promotions, and commercial priorities into clear daily actions through focused huddles, call plans, coaching, and follow-through.
• Use call and performance data to identify barriers, strengthen the sales pipeline, and build improvement plans that move results.
• Coach consultative selling skills—including needs discovery, value articulation, qualification, objection handling, and confident closing—through side-by-side support, recorded-call reviews, calibration, and one-on-ones.
• Create accountability for both results and the quality of the customer-focused behaviors used to achieve them.
• Build an inclusive, high-performance culture through clear expectations, recognition, regular feedback, and individualized development plans.
• Manage day-to-day operations, including attendance, schedule adherence, productivity, staffing coverage, quality monitoring, reporting, and timely escalation of customer, people, or operational risks.
• Resolve complex guest, hotel, or partner concerns while balancing service recovery, policy requirements, and long-term relationship value.
• Partner with Operations, Workforce Management, Quality, Training, Talent Acquisition, Human Resources, Customer Care, and hotel and corporate stakeholders to improve business, colleague, and guest outcomes.

What you'll bring

• 5–8 years of progressive, results-driven experience in sales, reservations, or a contact center environment, with a clear, measurable record of meeting or exceeding sales, conversion, or revenue goals and helping individuals or teams improve from below target to target.
• At least 2 years in a formal people-leadership role, with accountability for team performance; proven coaching and consultative selling expertise; and the emotional intelligence, cultural sensitivity, and resilience to develop onsite, remote, or hybrid teams.
• Strong data literacy, including the ability to use Excel, dashboards, CRM, and contact center reporting to diagnose performance and guide action.
• Excellent communication, judgment, planning, and stakeholder-management skills, with the confidence to lead through change and perform under pressure.
• Bachelor’s degree preferred but not required. Evidence of impact—not tenure alone—is the hiring bar.
• Flexibility to work business-required schedules, including US business hours, evenings, overnight shifts, weekends, and public holidays.

What's in it for you

• Long-term career growth and leadership-development opportunities in one of the world’s leading hospitality companies.
• The opportunity to shape team performance, strengthen sales capability, and develop the next generation of sellers and leaders.
• Earn competitive pay plus work from home allowance, sales incentive, and performance accelerators
• Unique IHG perks: Retirement Plan, Employee Hotel Discount, Recharge Days, Work-from-Home arrangement (except as needed onsite e.g. New Hire Orientation, Training, and Performance Management), “Giving for Good” Volunteer Days, Colleague Share Plan Participation, and generous time-off. 

• A culture that values performance, learning, inclusion, and “True hospitality for good.”

Ready to turn coaching into stronger performance and great guest conversations into commercial success? Apply today and grow your leadership career with IHG.