Lead, Sales Operations

ROLE

The Sales Operations Lead plays a key role in supporting both B2B and B2C sales within a luxury hospitality environment. This individual ensures sales teams are equipped with the tools, information, and system support they need to succeed, while also acting as a liaison between sales and key internal stakeholders. From resolving system issues to executing special projects and enhancing guest and partner experiences, this role is central to maintaining service excellence and commercial efficiency.

KEY ACCOUNTABILITIES

Provide direct support to sales teams by managing inquiries, generating reports, and coordinating cross-functional follow-up.
Liaise with IT, Product, Marketing, Revenue Management and external partners to ensure CRM, booking, and sales systems (e.g., Salesforce, Seaware) are functioning as intended.
Troubleshoot sales system issues and work with internal teams to resolve or escalate as needed.
Collaborate with sales leadership to track key performance indicators (KPIs) and support alignment with broader commercial goals.
Execute and monitor special projects aimed at improving sales efficiency, enhancing customer engagement, or supporting new product launches.
Maintain internal documentation, SOPs, and process guides related to sales tools and workflows.
Support onboarding and training for new sales team members, ensuring consistency in use of platforms and processes.
Assist in managing lead routing and assignment processes within Salesforce and other platforms.
Support CRM data hygiene by updating records, monitoring lead and opportunity accuracy, and ensuring alignment with sales processes.

QUALIFICATIONS (skills, competencies, experience)

2–4 years of experience in sales operations, CRM support, or a similar role within hospitality, travel, or luxury services.
Proficiency with CRM platforms (Salesforce strongly preferred); experience with booking platforms like Seaware is a plus.
Strong organizational skills and attention to detail, especially when managing data, reports, and process documentation.
Analytical mindset with the ability to interpret data, track KPIs, and support sales strategy.
Effective communicator with the ability to collaborate across departments and build relationships with internal stakeholders.
Comfortable navigating fast-paced, evolving environments and managing multiple priorities.
Experience supporting cross-functional projects and creating training materials is a plus.