Job description

Do you have a passion for traveling? Have you led teams or have other leadership experience? Are you experienced in sales and customer service? If so, we are looking for a Branch Manager for our Appleton, WI location! Fox is in search of a Foxceptional Branch Manager to develop and maintain a professional sales office capable of fulfilling the mission of Fox World Travel. This position will lead associates to achieve the highest level of customer service expectations, revenue growth and profitability with a goal of delivering consistent quality products and services to all customers.

A day in the life of the Vacation Travel Branch Manager may include:

• Meeting and exceeding customer expectations by measuring and managing customer service to expected levels of performance related to various communication channels (chat, email, phone), NPS scores, employee engagement scores, productivity and by providing value added solutions and recommendations.
• Analyzing the P&L and other management reports to ascertain the growth of the agency and if needed, employing better work strategies to improve the business aspect of the branch; identifying and capturing all revenue opportunities with preferred suppliers.
• Ensuring that members of the team are provided a platform to achieve their goals, whether developmental or role critical, by ensuring ongoing honest feedback (both positive and improvement related) is provided.
• Providing continuous process improvements that lead to increased productivity and increased efficiency within the sales office operations.
• Maintaining an overview of trends and new initiatives within the travel industry and integrating them into the strategy, as appropriate.
• Providing guidance and training as related to industry knowledge (including supplier rules and regulations) to the sales force, as appropriate.
• When service issues are identified, recommending solutions or escalating the matter in a timely manner for support.
• Leading by example to reinforce superior customer service, professionalism, and alignment with One Fox Mission and Values.
• Maintaining a high level of availability and responsiveness to staff needs. Providing the primary leadership role for any support needed for customer inquiries/complaints, phones, system connectivity, and other related issues/concerns.
• Effectively managing the sales office team, which may involve:

- Maintaining an optimum staffing schedule and monitoring shifts to always ensure proper staffing coverage.

- Developing associates toward achieving their professional goals by offering consistent constructive feedback through monthly 1:1’s, weekly team meetings and annual reviews.

- Participating in the recruitment, selection and retention of team members, as well as payroll matters and team training.

- Constantly motivating the sales team to hit their targets and ensure the profitability of the company, providing encouragement, regular coaching, and expectation setting.

- Executing disciplinary action up to and including termination.

• Remaining adept at selling techniques and knowledgeable about our products by:

- Selling travel products and tour packages; sourcing products and destinations to meet consumer demands and working with our Fox Platinum Partners.

- Taking part in familiarization visits to new destinations in order to gain information on issues and amenities of interest to consumers.

- Dealing with customer inquiries and meeting their expectations.

- Attending business development and travel shows, as well as other client, networking and vendor functions.

• Ensuring and maintaining a work environment that attracts and retains high quality associates.
• Ensuring proper human resources and company processes and policies are followed.
• Fostering effective communication with internal and external customers.
• Providing internal communication with staff regarding vendor updates and Fox related priorities.
• Promoting a positive team environment through our Fox Core Values.
• Updating knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks.
• Developing and maintaining a strong support network with other peer leaders to ensure you are all striving to resolve local matters at a leader level, but while still sharing issues and solutions to the Director.
• Maintaining a favorable and collaborative working relationship with team members in all departments to foster an environment of trust and mutual respect. Driving standards and best practices whenever possible and effectively fostering a culture of engagement.
• Enhancing the organization’s reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Being innovative and recommending new approaches, policies, and procedures to effect continual improvements in efficiency of operations and services performed.
• Other duties, projects and alternate assignments as determined by business need.

You’ll love this job if you:

• Have personal effectiveness/credibility
• Have organizational, planning and research skills
• Maintain a high level of communication proficiency – verbal and written; appropriate use of grammar
• Possess information gathering and analytical skills
• Are strategically oriented; have the ability to collaborate
• Have sound judgment and decision-making abilities
• Have strong attention to detail and accuracy
• Can comfortably deal with highly complex situations
• Are customer-focused and service oriented
• Possess strong conflict management skills
• Have problem analysis and problem-solving skills
• Are highly adaptive, have change management and coaching skills
• Are flexible: ability to work efficiently and effectively with frequent interruptions

This opportunity might be for you if you have:

• 3-plus years of related vacation travel sales experience with increasing levels of responsibility
• Proven ability to lead and coach successfully; prior managerial experience preferred
• High level knowledge of travel agency operations and procedures, travel industry, fares and markets
• Strong interpersonal skills and problem-solving ability
• Solid understanding of the sales and marketing process; strong business acumen
• Ability to manage multiple competing priorities while demonstrating ability to remain flexible in a changing work environment
• Strong knowledge and demonstrated proficiency of all Microsoft Office Applications
• Ability to manage and work effectively in a team environment
• Ability to work flexible hours and work well under pressure in a fast-paced environment
• Ability to communicate with confidence and create a credible impression; maintain a favorable company image when interfacing with outside parties
• Ability to take ownership and exemplify Fox Core Values through all messaging to direct reports.
• Ability to maintain work volume and stay quality consistent with expectations
• Effective listening skills with ability to determine root cause quickly, check for shared understanding and address misunderstandings promptly; solution driven
• Ability to develop strong trusting relationships in order to gain support and achieve results
• Self-motivation; demonstrate initiative with a strong commitment to personal goals, self-development, objectives and work ethic
• Passion for leisure travel

As one of Wisconsin’s largest travel companies, Fox World Travel has excellent perks for all Fox associates including but not limited to: competitive wages, flexible time off (vacation, sick, personal), FAM Dollars to help you explore the world, remote work, a full benefit package including medical, dental, vision, disability, company sponsored life insurance, tuition reimbursement, 401k contributions, end of year perks, and a fully engaged leadership team dedicated to treating associates like part of the family!

If you share in our passion for teamwork, our vision to have culture, engagement, and innovation at the heart of all our initiatives, we want you to come soar with Fox World Travel! If you fit the description AND meet the qualifications, please don’t hesitate to apply online at www.foxworldtravel.com/careers.

Work hard, play hard and travel often with the Fox World Travel Team today!

Fox World Travel is proud to be an Equal Opportunity and Affirmative Action employer. We celebrate diversity and are committed to creating an inclusive environment for all associates to work.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Day shift

Ability to commute/relocate:

• Appleton, WI 54914: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Do you have experience in Vacation Travel sales?
• What team and leadership skills are your strongest?
• How many years of Management experience do you have?
• What culture type do you desire?
• What are your wage expectations?

Work Location: One location

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