Sales Programme Manager - Cape Town

SUMMARY:
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POSITION INFO:
Position Highlights The Sales Program Manager owns the overall success of an inbound sales program and is accountable for achieving and exceeding key performance indicators (KPIs) set by the business and its US-based client partners. This role provides strategic leadership and day-to-day direction to the Sales Coach team, while also working directly with Sales Advisors to drive individual and team performance. The successful candidate will ensure consistent, high-quality coaching, feedback, and development while safeguarding compliance and quality standards across the program. The Sales Program Manager will oversee corrective action processes, program reporting, and client communication, serving as the primary point of contact between the South African operation and US-based leadership. As the operation launches and grows, this role requires a hands-on approach to establishing the program's team, processes, and performance standards from day one. The successful candidate will take on responsibilities directly in the early stages while building the supporting structure as the program scales. The ideal candidate has successfully launched or significantly expanded a program, team, or site and thrives in a fast-moving environment where priorities shift and processes are still taking shape. This is an exciting opportunity to join a growing sales operation representing a leading international hospitality brand, selling holiday packages and exclusive travel offers to existing customers who have opted in to receive information about special deals. A Day in the Life of a Sales Program Manager • Build the program's team, structure, and operating processes as it scales, performing key functions directly in the early stages and developing or hiring the leadership team over time. • Take full accountability for program performance against all client and company KPIs, including sales, conversion, quality, compliance, attendance, schedule adherence, and customer experience. • Develop and implement corrective strategies when performance trends fall below targets. • Provide ongoing coaching, feedback, and performance management to Sales Coaches, including regular one-on-one sessions, call calibrations, and individual development plans. • Coach and develop Sales Advisors alongside Sales Coaches using performance analysis, goal setting, live monitoring, side-by-side coaching, and structured training interventions. • Drive Sales Advisor performance through floor presence, live call monitoring, real-time feedback, and hands-on coaching. • Personally coach Sales Advisors on active calls and performance trends, modelling coaching standards for the Sales Coach team. • Oversee and audit compliance monitoring, quality assurance, and corrective action processes to ensure consistency, thorough documentation, and adherence to policies. • Identify skill and performance gaps across the Sales Coach team and implement individual development and accountability plans. • Lead calibration sessions to ensure consistency of coaching quality and performance standards across the team. • Own program reporting, including KPI dashboards, performance trends, and forecasting. • Serve as the primary point of contact for US-based leadership, providing regular program updates, addressing concerns proactively, and partnering on strategy and continuous improvement. • Partner with Talent Acquisition, Training, and Quality Assurance to ensure the program is appropriately staffed, trained, and supported as it scales. • Monitor attendance, schedule adherence, and workforce management requirements. • Champion a positive, high-performance culture, recognising top performers and proactively addressing morale and engagement concerns. • Maintain a thorough understanding of client requirements, applicable compliance regulations, and relevant industry best practices. • Escalate and resolve operational risks, systems issues, and compliance concerns promptly and effectively. • Handle confidential information with professionalism and discretion. Strengths • Proven leadership and people-management skills, with a track record of developing leaders and holding teams accountable. • Excellent verbal, written, and presentation skills, including experience presenting to clients and executive stakeholders. • Strong analytical skills, with the ability to interpret KPI and performance data and translate insights into actionable strategies. • Demonstrated success in building a new program, team, or function, with the adaptability to operate effectively in an evolving environment. • Self-motivated, proactive, and results-driven. • Sound judgement and decision-making under pressure. • Strategic thinker who can balance daily operational demands with long-term program objectives. • Professional, reliable, and capable of building trust and rapport with client partners. • Flexible in working hours and availability to support program and client requirements, including a variable US-driven schedule. Minimum Performance Qualifications Required • Five or more years of experience in sales and contact centre operations, including at least two years in leadership roles managing team leaders or managers. • Demonstrated track record of leading teams to consistently meet or exceed KPIs. • Experience with client-facing reporting and communication, including US-based clients. • Proficiency in performance reporting, CRM systems, and dialer\/telephony platforms. • Bachelor's degree preferred, or equivalent professional experience. Compensation and Benefits • Competitive remuneration based on experience and qualifications. • Annual performance-based bonus, subject to role requirements and company discretion. • Health insurance benefits. Working Hours and Environment • Monday to Friday. • Flexibility is required to accommodate US-based clients and potentially unsociable working hours. • This is an on-site position based in Cape Town CBD, at the ENS building on Lower Long Street. If you meet the above requirements and are ready for an exciting leadership opportunity with an internationally recognised hospitality brand, we encourage you to apply.