Sales Operations Specialist

Job Description

We are seeking a highly skilled and detail-oriented Orient Express Sales Operations Specialist to join our esteemed Orient Express Reservation Sales Team reporting to the Global Reservation Contact Centre.

This pivotal role places you at the heart of our sales operations, where you will drive efficiency and elevate team performance through expert process management and data-driven insights. Your contributions will be critical in ensuring seamless execution and directly contributing to the grandeur and operational success of the Orient Express brand.

Core Responsibilities:

The Sales Operations Coordinator will drive efficiency, enable data-driven, decision-making, and ensure seamless operational execution for the Orient Express Global Reservation Contact Centre.

Key responsibilities include:

• Operational & Process Optimization: Collaborate closely with the Orient Express Senior Contact Centre Operations Manager and Supervisor to identify, implement, and optimize processes that enhance the efficiency, productivity, and overall operational flow of the reservations sales team.
• Performance Reporting & Analytics: Generate and deliver comprehensive, data-driven sales and operational reports for the Orient Express Reservation Department (daily, weekly, monthly, quarterly). Utilize advanced analytical skills to provide actionable insights into performance trends, conversion rates, and areas for improvement, empowering informed strategic decision-making.
• Digital Resource & Knowledge Management: Maintain and optimize the organization of digital resources, to ensure efficient access to critical sales operations documentation, training materials, and team knowledge.
• CRM Cases & Workflow Management: Manage the assignment of CRM cases to relevant team members, ensuring balanced workloads and adherence to established service level targets, thereby optimizing resolution efficiency and customer satisfaction.
• Internal Communications & Coordination: Facilitate internal team communications by proactively disseminating important operational updates, policy changes, VIP visit notifications, and other critical information to ensure team-wide awareness and coordination. This includes preparing and presenting information for quarterly team meetings.
• Meeting & Agenda Management: Coordinate and schedule team meetings, including preparing agendas, compiling relevant data and presentations, and accurately logging of meeting minutes to ensure productive discussions and clear action items. (Collaborate with the Office Coordinator as needed for securing suitable meeting spaces).
• Strategic Project & Ad-Hoc Support: Provide ad-hoc support for special projects and initiatives crucial to the growth and continuous improvement of the Orient Express Global Reservation Contact Centre, demonstrating adaptability and a proactive approach to evolving operational needs.

Qualifications

• Experience: 2-3 years in Sales Operations, Business Operations, or a similar analytical role, preferably within a luxury or fast-paced sales environment. Bachelor's degree in a relevant field.
• University Degree
• Exceptional organizational skills that reflect meticulous attention to detail in an ultra-luxury capacity.

• Technical Expertise: Advanced proficiency and hands-on administration of Salesforce CRM, Microsoft Office Suite, with the adeptness to navigate various software tools (Asana, Tableau, PowerBI, Microsoft Teams)
• Analytical & Problem-Solving: Good analytical skills, able to translate complex data into actionable insights and optimize processes (using tools like advanced Excel)
• Communication & Collaboration: Outstanding written and verbal communication skills; proven ability to collaborate effectively across all organizational levels with clarity and precision.