Travel Sales Manager

**CAA NIAGARA**: WHO WE ARE

CAA Niagara is a proud Niagara Region employer, that strives on delivering rewarding experiences and enhancing the lives of our community. For over a hundred years we have provided emergency roadside assistance, travel services, insurance coverage, membership, and rewards savings; continually growing our suite of relevant products. A true community partner, we could not be here without our over 145,000 members across Niagara, allowing us to focus on earning your continued trust, every day

**COVID-19 VACCINATION EMPLOYMENT REQUIREMENT**:
As we play a strong role in our community and in keeping our employees, members, customers and community safe, as per our vaccination policy, all employees, including new hires, must be fully vaccinated (as defined by the government) against COVID-19.

Position Summary

Leading with CAA Niagara’s core values of teamwork, service excellence, integrity, respect & inclusivity, the Travel Sales Manager oversees and supports multiple sites for travel services, while ensuring compliance to CAA Niagara and related industry regulations (TICO, ACTA, IATA).
A passionate leader, the Travel Sales Manager is responsible for promotion and development of the travel segment, maintaining key performance indicators (KPI) targets, and optimizing operational excellence across a team of travel specialists.

Primary

**Responsibilities**:
EMPLOYEE & CUSTOMER EXPERIENCE
- Lead with strength, fairness and integrity to a team of Travel Consultants and Travel Clerks
- Accountable for member interaction experiences with the ability to handle escalations from members, employee’s and/or suppliers
- Administer and manage performance reviews, attendance, employee 1:1 meetings, schedules, and disciplinary measures where required
- Report and monitor performance KPI’s (sales targets and otherwise) for Travel department and present ongoing operational excellence strategies. Present sales targets and budgets achievements.
- Track trending of travel sales in the industry and support ways on increasing sales within the travel department
- Develop and track employee incentive programs to drive results and recognize achievements
- Implement and ensure adherence of CAA Niagara policies, processes, and standard operating procedures
- Accountable for Travel department people-resources, including but not limited to, headcount and recruitment efforts
- Own the onboarding and training function of new Travel employee’s, effectively delegating the administering of training where applicable
- Utilize and leverage the Travel Product & Training team to ensure the administration of supplier training
- Suggest and plan employee participation in FAM’s (familiarization trips) and own employee approvals and scheduling
- Responsible for assessing trends and coaching on Customer Surveys (Medallia) results (Net Promoter Score, Customer Satisfaction)
- Lead by example as an ambassador of client experiences and interactions

STRATEGY
- Roll-out initiatives to Travel team to strengthen employee engagement
- Effectively balance employee and business needs to ensure both are successfully met, at all times
- Monitor the effectiveness of new programs implemented, while focusing on being an ambassador
- Develop the travel segment of the Company, which includes, attendance at external events and promotion to generate leads
- Encourage and support the planning and execution of travel agent-built group travel consumer events and sales
- Support the Associate Director, and peers, on future goals and projects within CAA Niagara

This is not an exhaustive list and other duties may be assigned as permanent or temporary, where needs are required.

The Benefits of Joining CAA Niagara

We strive to deliver a comprehensive total rewards package to all our employees, including;
- 35-hour work weeks, with flexibility options
- 100% employer paid premiums for health, dental, vision, short-term/long-term disability, travel medical insurance, life insurance (for employee and dependents)
- Employee Assistance Program focused on overall health and wellness
- Confidential virtual healthcare support and mental health programs
- Paid Personal Days
- Health & Wellness Reimbursement Program
- Give Where You Live Program (volunteerism opportunities)
- Training, Learning & Development Opportunities
- Employee Discount on Home/Auto Insurance
- Special employee perks aligned with our rewards and discount partners
- A fun atmosphere with employee events, team building, recognition programs
- And much more...

**Qualifications**:

- Strong communication skills, with the ability to interact and connect with employees and peers
- Ability to work under pressure and adaptable to change
- Proven ability to facilitate the collaboration of people and cross functional groups
- Thrives in a collaborative environment, with a determination to find the best solution for the team
- Creative professional who exemplifies Teamwork, Service Exc