Trade Sales Coach
Crystal Cruises, Florida, NY, United States
Job Summary
The Trade Reservations Sales Coach is responsible for elevating sales performance, service quality, and professional confidence of Trade Reservations Consultants who support luxury travel advisors. This role exists to develop people, ensuring consultants consistently demonstrate consultative selling, brand‑aligned communication, and disciplined execution across every interaction.
Job Description The Sales Coach serves as a sales performance accelerator, a second line of defense for product knowledge, and a culture carrier for excellence, accountability, and continuous improvement.
Essential Job Duties Coaching
Conduct 1:1 sales coaching sessions focused on conversion improvement, call control, consultative selling, objection handling, closing techniques, and luxury language with brand alignment.
Review live calls, recorded calls, and written communications to deliver specific, actionable feedback.
Reinforce “always selling” behaviors without compromising white‑glove service expectations.
Use performance metrics as evidence to guide where to observe, listen, and coach rather than as standalone conclusions.
Quality Assurance & Skill Development
Perform QA evaluations with emphasis on sales effectiveness, advisor experience, compliance, accuracy, professionalism, and clarity of information.
Identify skill gaps and design targeted improvement plans.
Track coaching effectiveness and behavior change over time.
Analyze sales, call, and quality performance data to identify patterns, trends, and outliers, not just results.
Performance Management Support
Partner with leadership on Performance Management to set up employees for success.
Reinforce professional standards and expectations through coaching conversations.
Support corrective action plans from a development‑first perspective.
Own Weekly Sales Huddle to share with the team.
Able to articulate and validate impact through follow‑up data.
Knowledge Reinforcement & Support
Act as a second line of defense for complex questions related to trade policies and procedures, pricing, promotions, offers, air, transfers, and special circumstances.
Help identify recurring knowledge gaps and elevate needs for documentation or training updates.
Reinforce correct use of centralized knowledge tools and resources.
Support onboarding, sales bootcamps, and reinforcement training initiatives.
Culture & Team Development
Model professionalism, emotional maturity, and coachability.
Build trust through consistent, fair, and data‑backed coaching.
Champion a culture of ownership, curiosity, continuous improvement, and accountability without fear.
Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice.
Competency Education: Bachelor’s degree in business related field is preferred.
Experience
3+ years in sales coaching, sales leadership, or high‑touch contact center environments required.
Experience and knowledge of luxury service expectations preferred.
Experience in analyzing performance data and translating it into coaching actions.
Skills/Qualifications
Ability to analyze performance data and translate it into coaching actions.
Excellent communication skills, clear, confident, and empathetic.
High emotional intelligence and credibility with frontline teams.
Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint programs.
Strong copywriting, editing, and proofreading skills.
Crisis communication experience and ability to operate calmly in high‑pressure and/or short‑deadline situations.
Strong understanding of brand management and executing projects to guidelines.
Must be highly detail‑oriented with strong organizational and follow‑up skills.
Team player with a positive attitude who works well cross‑functionally.
Resourceful, creative self‑starter who takes initiative to learn processes and get things done with little supervision.
Ability to multi‑task and thrive in a fast‑paced environment where strategic brand‑building efforts are priority.
Work Environment Works in a typical office environment with moderate‑high noise generated by multiple conversations happening in a contact center.
Physical Demands Requires sitting, standing, walking, bending, and reaching. May require lifting or pushing up to 25 pounds. Requires manual dexterity sufficient to operate standard office machines such as computers, fax machines, calculators, the telephone, and other office equipment.
Expected Hours of Work The position is full‑time, working from Monday – Friday including weekends as needed. Occasional need for overtime may be required.
EEO Statement Abercrombie & Kent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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Job Description The Sales Coach serves as a sales performance accelerator, a second line of defense for product knowledge, and a culture carrier for excellence, accountability, and continuous improvement.
Essential Job Duties Coaching
Conduct 1:1 sales coaching sessions focused on conversion improvement, call control, consultative selling, objection handling, closing techniques, and luxury language with brand alignment.
Review live calls, recorded calls, and written communications to deliver specific, actionable feedback.
Reinforce “always selling” behaviors without compromising white‑glove service expectations.
Use performance metrics as evidence to guide where to observe, listen, and coach rather than as standalone conclusions.
Quality Assurance & Skill Development
Perform QA evaluations with emphasis on sales effectiveness, advisor experience, compliance, accuracy, professionalism, and clarity of information.
Identify skill gaps and design targeted improvement plans.
Track coaching effectiveness and behavior change over time.
Analyze sales, call, and quality performance data to identify patterns, trends, and outliers, not just results.
Performance Management Support
Partner with leadership on Performance Management to set up employees for success.
Reinforce professional standards and expectations through coaching conversations.
Support corrective action plans from a development‑first perspective.
Own Weekly Sales Huddle to share with the team.
Able to articulate and validate impact through follow‑up data.
Knowledge Reinforcement & Support
Act as a second line of defense for complex questions related to trade policies and procedures, pricing, promotions, offers, air, transfers, and special circumstances.
Help identify recurring knowledge gaps and elevate needs for documentation or training updates.
Reinforce correct use of centralized knowledge tools and resources.
Support onboarding, sales bootcamps, and reinforcement training initiatives.
Culture & Team Development
Model professionalism, emotional maturity, and coachability.
Build trust through consistent, fair, and data‑backed coaching.
Champion a culture of ownership, curiosity, continuous improvement, and accountability without fear.
Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice.
Competency Education: Bachelor’s degree in business related field is preferred.
Experience
3+ years in sales coaching, sales leadership, or high‑touch contact center environments required.
Experience and knowledge of luxury service expectations preferred.
Experience in analyzing performance data and translating it into coaching actions.
Skills/Qualifications
Ability to analyze performance data and translate it into coaching actions.
Excellent communication skills, clear, confident, and empathetic.
High emotional intelligence and credibility with frontline teams.
Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint programs.
Strong copywriting, editing, and proofreading skills.
Crisis communication experience and ability to operate calmly in high‑pressure and/or short‑deadline situations.
Strong understanding of brand management and executing projects to guidelines.
Must be highly detail‑oriented with strong organizational and follow‑up skills.
Team player with a positive attitude who works well cross‑functionally.
Resourceful, creative self‑starter who takes initiative to learn processes and get things done with little supervision.
Ability to multi‑task and thrive in a fast‑paced environment where strategic brand‑building efforts are priority.
Work Environment Works in a typical office environment with moderate‑high noise generated by multiple conversations happening in a contact center.
Physical Demands Requires sitting, standing, walking, bending, and reaching. May require lifting or pushing up to 25 pounds. Requires manual dexterity sufficient to operate standard office machines such as computers, fax machines, calculators, the telephone, and other office equipment.
Expected Hours of Work The position is full‑time, working from Monday – Friday including weekends as needed. Occasional need for overtime may be required.
EEO Statement Abercrombie & Kent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
#J-18808-Ljbffr