Customer Service Sale Manager

Keith Prowse Travel is a premium sports and events travel company and official travel partner for major international sporting events. The company is seeking a Team Leader / Customer Service & Sales Manager to build, recruit, and manage its US customer service and sales team while personally selling high-value travel and hospitality packages. The role also involves overseeing team performance, coaching employees, managing escalations, and adapting processes as the US operation grows.

Responsibilities:

• Sell directly — manage high-value client relationships and close premium travel and hospitality packages personally
• Recruit, hire and train a customer service and sales team from scratch
• Manage day-to-day inbound and outbound activity, including workflow, targets and quality standards
• Coach and develop team members, handling performance conversations directly
• Own escalations and step in on client relationships when needed
• Adapt processes and approach as the US operation grows and changes — this is a new market for us, and no two weeks look the same

Requirements:

• Proven team leader or manager experience, ideally 5+ years, with real accountability for people and performance
• A genuine sales background — comfortable carrying and hitting personal targets, not just overseeing others'
• Background in either travel or sports sales — real industry knowledge, not a generalist customer service history
• A mature, steady leadership style — comfortable setting standards and having direct conversations with your team
• Highly adaptable — able to build process where none exists yet, and comfortable with ambiguity in a growing operation
• Confidence managing both inbound and outbound customer contact channels