Head of Sales & Guest Experiences NY

Job no: 533328-B
Brand: Scott Dunn
Work type: Full time
Location: New York
Categories: Sales and Customer Service, Leadership

Head of Sales & Guest Experiences

Scott Dunn, part of Flight Centre Travel Group (FCTG), is a luxury travel operator dedicated to creating unforgettable, tailor-made vacations for our guests. With a global presence and a passion for crafting exceptional experiences, we specialize in curating personalized journeys to the world’s most beautiful destinations.

Founded in 1986, Scott Dunn has earned a reputation for delivering impeccable service, insider knowledge, and unique travel insights, setting the benchmark for luxury travel.

Our team of experts shares a deep love for travel and a commitment to exceeding guest expectations. From luxury ski chalets in the Alps to private safari lodges in Africa, Scott Dunn ensures every detail is taken care of, allowing our guests to fully immerse themselves in the adventure of a lifetime.

To learn more about Scott Dunn, please

About The Opportunity

Ready to lead a high-performing sales organization where exceptional guest experiences and commercial success go hand in hand? As Head of Sales & Guest Experiences USA, you will inspire and develop Sales Team Managers to create a dynamic, guest-focused sales culture that drives revenue, productivity, conversion, and service excellence. This is a strategic leadership role with significant influence across sales, service, product, loyalty, and operations.

You will play a critical role in shaping business strategy, enhancing team performance, and delivering memorable travel experiences that keep guests returning again and again.

Key Responsibilities

• Lead, coach, and inspire Sales Team Managers to create a culture of sales excellence and exceptional guest service.
• Drive performance against sales budgets, revenue goals, productivity targets, conversion metrics, and service KPIs.
• Develop and execute long-term business plans aligned with company vision, budgets, and performance objectives.
• Partner with sales, service, product, loyalty, and operations leaders to deliver a seamless guest experience.
• Ensure guest understanding and personalized discovery processes remain central to every customer interaction.
• Drive commercial performance through strategic promotion of preferred properties, offers, and supplier programs.
• Continuously analyze sales performance, profitability, productivity, and conversion opportunities.
• Provide data-driven insights and recommendations on market trends and business opportunities.
• Develop initiatives to strengthen trading performance, including weekend sales strategies.
• Identify and implement process improvements and efficiencies to increase productivity and booking volumes.
• Create an agile, fast-paced environment that prioritizes speed to market and responsiveness to guest needs.
• Oversee and enhance booking processes to improve conversion rates and guest satisfaction.
• Lead daily, weekly, and ongoing communication rhythms with management teams to ensure alignment and execution.
• Monitor performance against targets and provide regular reporting for leadership and board-level stakeholders.
• Support workforce planning, recruitment, scheduling, absence management, and resource allocation.
• Lead performance management activities including coaching, training, KPI management, and development reviews.
• Ensure effective administration of bookings, documentation, payments, and manifests.
• Maximize the use of commercial offers and promotions while maintaining excellent guest satisfaction.
• Monitor market trends and competitor activity and share insights with product leadership teams.
• Support managers in resolving guest concerns, complaints, and escalations effectively.
• Ensure emergency response and crisis management processes are maintained and effective.
• Enable teams to contribute to and execute sales and service strategies.
• Partner with product leadership on annual familiarization trip planning, budget management, and destination expertise development.
• Perform additional duties as reasonably required by leadership.
• Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive

Experience & Qualifications

• Proven leadership experience managing sales leaders, managers, or large sales teams.
• Strong experience driving sales performance, productivity, conversion, and customer experience outcomes.
• Demonstrated success…