Your Role:

As the Head of Sales, you will be responsible for leading Approach Tours' sales efforts and will play a critical role in creating positive interactions across all our communication channels (phone, e-mail and chat). Your team is the first point of contact for all our potential customers and collaborates towards executing all day-to-day customer-facing activities required to achieve our objectives and delight our customers. We believe that being a successful sales manager begins by being a champion. As the leader of a close-knit team, you will:

Championing customer happiness

• Lead a team that oversees the entire sales process from initial interest through to final payment, including pursuing all sales opportunities and follow-up activities
• Establish a special connection with past and potential customers and identify and understand their travel needs
• Provide a superior level of pre-booking customer service through accurate and timely information on destinations, flights, fares, special offers and other travel products
• Proactively review and anticipate future customer desires through the promotion of our strong value proposition, tour experience and supporting products
• Respond in a timeline manner to customer inquiries (emails, website forms, chat messages and phone calls), engage with early adopters to answer questions and build loyalty from day one
• Make outbound calls to follow-up with active inquiries and provide a complete experience to any customer who contacts us
• Track new leads and participate in the maintenance of the CRM database to ensure accurate, clean and consistent data capture
• Oversee the final payment process for customers as well as the distribution of pre-tour information through individual or batch mailings

Championing your team's performance

You will also be responsible for overseeing the performance, growth and happiness of our Sales team. This means:

• Team Leadership & Development: Mentor and lead a team of Traveller Support Champions, fostering a culture of excellence, empathy, and customer-first thinking.
• Talent Management: Track the performance and growth of your team members and ensure they are on a path to success (this involves tracking daily priority management, call and sales auditing, objective and KPI tracking, daily coaching).
• Process Optimization: Lead service design and workflow improvement initiatives that boost efficiency, consistency, and the customer experience. This means, creating new sales tools, and maintain existing ones, that up the game for your team. This involves identifying gaps, spotting inefficiencies, creating, generating buy-in by stakeholders and users, implementing, and tracking outputs
• Customer Experience Management: Ensure all potential customer interactions - across phone, email, and chat - feels personal, positive, and exciting.
• Hone Innovation & Technology: Manage and configure tools within the HubSpot ecosystem and chatbots, document and standardize processes, and pilot new sales initiatives.
• Customer Advocacy: Surface customer insights and collaborate with leadership to improve products, services, and policies.

Championing colleagues and collaboration

As part of the leadership team, you will be directly collaborating on a regular basis with other teams (such as Operations, Marketing, Customer Service and Customer Experience).

• Collaborate on activities/projects with other teams to ensure the smooth roll-out of any initiative (such as marketing campaigns, product innovation, customer journey improvements, tour departures, etc.).
• Generate, track and share relevant customer insights with other departments at Approach Tours.
• Assist other team members as necessary in delivering their portion of the customer experience.
• Be positive and open to continually enhance the team experience in every way.

What We Are Looking For:

• Experience: 3+ years of leadership experience in traveller support, operations, or process management - ideally in the travel, hospitality, or related industries.
• Track Record for achieving results: Proven ability to scale sales teams, improve workflows, and achieve measurable gains in customer satisfaction.
• Technical Proficiency: Expertise in CRM platforms, customer communication tools, and service performance reporting.
• Customer-Centric Mindset: Passion for delivering delightful, world-class experiences at every customer touchpoint.
• Data-Driven Approach: Ability to translate insights into actions.
• Communication Skills: Strong communication skills (verbal and written); bilingual English/French is a plus.
• Personal Attributes: High energy, "refuse-to-lose" attitude, collaborative spirit, and genuine care for customers and team members alike.

What We Offer:

• Competitive salary and bonus plans
• Group benefits (medical, dental, travel insurance)
• Opportunities to join our tours and experience the magic firsthand
• Vibrant, supportive, entrepreneurial work culture
• Office perks: coffee, snacks, celebrations, and team outings
• The opportunity to make a real impact on thousands of travellers' journeys every year