Program Manager

Job Description

JOB PURPOSE

The Program Manager is responsible for the leadership and management of the Accor Plus program to achieve budget for their program office(s), through driving their team to meet/exceed sales targets as set by Operations team.

This is a performance-based position and as such you understand you will be expected to meet the KPI’s established for this position.

KEY INTERACTIONS

Internal

Operations Manager/Regional Manager

Director of Operations

Program Managers

Corporate Office Support Departments

Program office team members – telesales & admin

Member Services department

External

AccorHotels Regional Team

AccorHotels General Managers

AccorHotels hotel teams

Accor Plus members and guests

Recruitment agencies

KEY RESPONSIBILITIES

Sales Operation

· Develop business plan to meet annual sales and financial budgets.

· Actively manage the sales operation performance, setting challenging but achievable targets to ensure the team meets or exceeds budget.

· Celebrate sales and wins to build a motivated, high performance culture

· Manage the fair distribution of leads and renewals in accordance with company policy

· Monitor outcome of leads and retrain and/or redistribute where necessary.

· Build and maintain strong relationships with AccorHotels management to support the development and ongoing management of joint Sales & Marketing initiatives within Accor properties.

· Conduct motivational briefings and meetings to engage and inspire team members

· Support and inspire a positive team climate and moral

· Conduct motivational briefings and meetings to engage and inspire team members

· Effectively manage any disgruntled Accor Plus members/guests appropriately

· Ensure the professional presentation of the sales office.

· Accurately prepare reports as required and submit on time

· Manage the program offices expenses and petty cash in accordance with budget and policies

· Understand, represent and uphold the integrity of the Accor Plus and AccorHotels brand at all times and in all interactions you have with employees and guests

· Monitor all employees to ensure consistent and accurate representation of the product/s at all times, and strict adherence to legislation and company policies including but not limited to Local Laws, DNC regulation, privacy legislation, Data Breach Response policy, Ethics & Corporate Social Responsibility charter, Workplace Health and Safety, harassment and anti-discrimination laws, where applicable.

· To protect the interests of the organisation in terms of adherence to the law, reputation in the marketplace and ability to support organisational objectives now and into the future.

· Ensure a consistent and accurate representation of the product/s at all times.

· Administration as required

· Complete other tasks that may be assigned by Management from time to time.

Leadership

· To provide clear direction and leadership to all sales team members, including management team and administration to ensure effective team functioning

· Ensure expectations are clearly understood by all through setting clear objectives and expectations, supported by clear communication

· Role model behaviours expected from team members and act in accordance with company values, Heartist principles and company policies at all times

· Ensure you and your team’s adherence to legislative and policy requirements (e.g. DNC, Privacy, Data Breach Response, Workplace Health and Safety, Accor Plus policies, compliance, harassment and anti-discrimination laws)

· Represent Accor Plus in a professional, courteous and sincere fashion in order to foster good working relationships with all our colleagues, customers and Members in line with our brand, company values and Heartist principles

· Support organisational goals via participation in implementing key company and sales initiatives

· Create and maintain a positive high performance team culture and moral

Recruitment & Selection

· Develop and manage occupancy plan for the program office to achieve occupancy budget.

· Develop and manage recruitment plan for the program office to achieve recruitment and occupancy budget

· Oversee, manage and/or participate in the end to end recruitment process to ensure high caliber of candidates is employed and a professional candidate experience.

Training, Coaching & Development

· Oversee, manage and/or participate in the onboarding and induction process of new employees in accordance with company policies

· Determine individual employees (Loyalty Sales Consultants and managers) training needs and develop and deliver relevant training to ensure competency in the role and performance against set KPIs.

· Carry out ongoing Coaching, Training and Career Development in accordance with company policies and coaching tools to ensure people in your team (new telesales, renewalists, core and management) have the tools and support to perform in their role and achieve KPIs and opportunities for growth.

· Conduct regular DAPs and coaching in accordance with company coaching tools to support individuals to improve performance

· Ensure ongoing timely review and follow up of individuals development actions

· Identify opportunities for on the job impromptu coaching conversations to provide instant feedback and support individuals improvement

· Identify individuals with potential for career progression including Sales Coaches and future leaders

· Oversee and/or complete onboarding training for new Loyalty Sales Consultants as required in accordance with facilitators guide and learning objectives

· Oversee and support and/or complete new Loyalty Sales Consultants coaching and development in first 13 weeks in accordance with company policies to achieve KPIs

· Monitor and track direct reports performance against set KPI’s and identify relevant coaching, training and development to support performance improvement

Performance Management

· Monitor and track all employee’s performance (telesales and management team members) against set KPI’s and performance benchmarks and conduct regular one on ones, coaching and development with the sales team/individuals to improve performance

· Ensure individuals who are not meeting expectations are managed in a timely and formal manner in accordance with company policy, ensuring all conversations / incidents are documented.

· Ensure the effective use and analysis of performance records i.e. Quemetrics and activity sheets for the purpose of identifying areas of concern and opportunities to improve performance

KEY OH&S RESPONSIBILITIES:

· Ensure that employees and contractors are familiar with and understand their OH&S responsibilities and accountabilities

· Ensure regular WH&S internal audits are completed on time for your area of responsibility and any hazards are rectified / reported in a timely manner

· Ensure that all necessary safe work procedures, instructions and training relating to the work performed within your areas of responsibility are developed and implemented.

· Include workplace health and safety management as a part of the established agenda for scheduled meetings.

· Take reasonable care for the safety of self and others in the workplace

KEY PERFORMANCE INDICATORS

· Meet or exceed monthly and annual sales budget, including:

· New Sales

· Supplementary sales

· First year renewal rates

· Referrals

· New NSE/NSR

· Core NSE/NSR and Core headcount

· Occupancy

· Achieve or exceed recruitment targets

· Reduce turnover YOY

· Program Office compliance with company policies, procedures, Accor Plus sales process, and relevant legislation

· Zero incidences of misrepresentation of the product or escalated guest complaints

Job Requirement

PROFILE

Experience

· 5 years of experience as Call Centre / Sales Manager or similar position

· Proven experience coaching and managing inexperienced staff to achieve sales performance

· Proven experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)

· Demonstrated ability to achieve, and exceed, sales targets

· Proven experience in recruitment practices

· Experienced in facilitation of training programs

Competencies

· Demonstrated ability to lead, motivate, inspire, coach and manage individuals within the team through clear lines of communication in regard to expectations and builds independence in their skill and capability to consistently achieve sales targets and develop a strong high performance team culture

· Highly developed interpersonal skills including written and verbal communication, listening and problem solving skills

· Strong networking / Relationship building skills - identifies and builds key relationships internally and externally that support achieving the outcomes in the business.

· Strong influencing skills - provides direction, clarity and gains buy in from the business and key relationships internally and externally.

· Solutions focused - Will build and focus on clear, targeted objectives and will not let obstacles effect the reaching of outcomes. Instead will seek alternative and new solutions.

· Planning, time management and organisational skills – develops a business plan with the broader organisational needs and the longer term objectives in mind in order to meet the short-term requirements. Remains flexible to reprioritize based on the needs of the business

· Advanced sales and closing skills and techniques