Job Description
Job Title:
Team Lead - Sales & Customer Service Centre
Location:
Maldives (Cluster)
Reports to:
Director of Strategy and Operations
The Team Lead for Sales & Customer Service Centre leads and develops the Sales Support Centre team that serves as an extension of Soneva's global sales organisation. This hands-on leadership role is responsible for driving sales conversion, service excellence, revenue protection, and operational efficiency while coaching and developing a team of sales specialists. Acting as the vital link between front-line sales teams and headquarters, you will champion continuous improvement, implement new ways of working, and ensure exceptional support that contributes directly to commercial success and guest satisfaction.
Key Responsibilities
- Lead, coach and develop a high-performing Sales Support Centre team, driving sales conversion, revenue growth, service excellence and operational efficiency.
- Ensure exceptional quality standards and timely service delivery across all guest and partner interactions, maintaining Soneva's ultra-luxury brand experience.
- Champion continuous improvement by implementing new technologies, optimising processes and embedding innovative ways of working.
- Build team capability through effective onboarding, training, coaching and performance development, fostering a culture of accountability and continuous learning.
- Monitor and report on sales performance, service levels and operational metrics, providing insights and collaborating with global stakeholders to enhance commercial success and guest satisfaction.
- Act as the key operational link between front-line sales teams, headquarters and resort operations, ensuring seamless coordination and resolution of complex guest and business matters.
What We’re Looking For
- Bachelor’s degree in Business, Sales or a related field preferred.
- Minimum 8 years of experience in sales, reservations or contact-centre operations, including team leadership or supervisory responsibility.
- Proven record of driving sales and managing a direct or indirect sales organisation against conversion, revenue and service-level targets.
- Experience supporting change, technology rollouts or process improvement.
- Strong people-management and coaching skills, with the ability to motivate a multi-disciplinary team to deliver commercial impact and to manage communications to senior stakeholders.
- Solid commercial understanding – lead generation, sales conversion, pipeline and data management.
- Data and tech literate; familiar with CRM, PMS, reporting and digital tools; comfortable leading adoption of AI-enabled sales and service systems.
- Luxury hospitality experience a strong advantage. English language essential; additional languages an advantage.
Join our journey: careers@soneva.com
Soneva is an Equal Opportunity Employer and a certified “Great Place to Work.” We celebrate diversity and are committed to creating an inclusive environment for all our Hosts.