Armstrong Collective is the parent company of Rocky Mountaineer and Canyon Spirit, creating unforgettable rail journeys through some of the most breathtaking landscapes in Western Canada and the American Southwest. Guided by our values, Create Meaningful Moments, Be One Team, and Achieve Extraordinary Outcomes, we show up every day with pride, ownership, and a shared commitment to excellence. We work hard, support one another, embrace new possibilities, and celebrate growth, all in a respectful and inclusive environment where integrity, collaboration, and passion for the guest experience lead the way.
Role Overview
The Team Lead, Sales is responsible for leading, coaching, and developing a team of Vacation Consultants to achieve sales, service, and operational objectives while delivering exceptional guest and partner experiences. This role drives team performance through effective leadership, accountability, collaboration, and continuous improvement. Working closely with Sales Centre leaders and cross-functional partners, the Team Lead ensures alignment with organizational goals, supports team member development, and contributes to revenue growth and operational excellence.
The Team Lead, Sales reports into the Manager, FIT Reservations.
Schedule
Candidates must have flexibility as the position may require rotating hours, including early mornings, evenings, weekends, holidays, and occasional overtime as required.
Key Responsibilities
1. Team Leadership & Development
- Lead, motivate, and develop a team of Vacation Consultants to achieve individual and team sales, service, and productivity goals.
- Provide regular coaching, mentoring, and timely feedback to enhance performance, capability, and engagement.
- Recognize and celebrate team member contributions while fostering an inclusive, high-performing team environment.
- Partner with team members to create and track individual development plans that support current performance and future growth.
- Facilitate onboarding, training, skill development, and knowledge-sharing opportunities across the team.
- Support performance management processes, including attendance management, performance improvement plans, and coaching interventions.
- Translate organizational priorities into clear team goals, expectations, and daily actions.
- Contribute to Sales Centre engagement initiatives that strengthen team culture and employee experience.
2. Sales Performance & Business Results
- Lead the team in achieving and exceeding sales, revenue, conversion, and service performance targets.
- Monitor team and individual performance metrics, identify trends, and implement action plans to improve results.
- Create accountability for performance through goal setting, progress monitoring, and performance discussions.
- Promote and support sales campaigns, contests, and revenue-generating initiatives.
- Utilize available data and insights to support decision-making and identify opportunities to improve outcomes.
- Allocate resources and priorities effectively to support changing business demands and seasonal needs.
- Take timely and effective action to address performance gaps and operational challenges.
3. Guest, Partner & Operational Excellence
- Ensure exceptional guest and travel partner experiences through proactive service leadership and issue resolution.
- Handle escalated guest and travel agent concerns and work toward timely, balanced, and solution-focused outcomes.
- Process and authorize booking-related adjustments, cancellations, and account inquiries within established guidelines.
- Provide operational leadership during opening, closing, weekend, and on-call coverage as required.
- Support after-hours irregular operations and emergency response activities during the operating season.
- Manage Resource Line and Team Lead communications to ensure responsive support for team members and stakeholders.
- Ensure policies, procedures, and operational updates are communicated consistently and effectively across the team.
4. Collaboration & Cross-Functional Partnership
- Build strong working relationships across departments to optimize the guest journey and support sales effectiveness.
- Actively seek input, ideas, and feedback from stakeholders to improve processes and outcomes.
- Collaborate with leaders and business partners to identify, resolve, and escalate operational issues as appropriate.
- Maintain open communication and ensure stakeholders remain informed on matters of mutual importance.
- Foster an environment of trust, respect, and teamwork within and across functional groups.
5. Continuous Improvement & Change Leadership
- Champion process improvements, technology adoption, and innovative practices that enhance the Sales Centre experience and business performance.
- Support team members through change by providing clarity, coaching, and practical guidance.
- Encourage team members to contribute ideas that improve efficiency, effectiveness, and the guest experience.
- Participate in and lead special projects related to sales growth, operational excellence, and organizational priorities.
- Challenge existing practices constructively and identify opportunities for continuous improvement and digital advancement.
What You Bring
- Post-secondary education in Business, Tourism, Hospitality, or a related field preferred.
- Working knowledge of the travel, tourism, hospitality, or customer contact centre industry.
- Strong understanding of sales, service, and contact centre operations.
- Proficiency with CRM and business systems, including Salesforce, Microsoft Office Suite, and Microsoft Teams.
- Knowledge of Rocky Mountaineer sales processes, products, booking systems, and guest support operations considered an asset.
Qualifications & Experience
- Experience leading or coordinating a team in a sales, service, contact centre, hospitality, or tourism environment.
- Experience coaching individuals to achieve performance goals and deliver service excellence.
- Demonstrated success managing competing priorities in a fast-paced operational environment.
- Experience handling escalated customer concerns and resolving complex service situations.
- Must be legally entitled to work in Canada
Work Environment
- Fast-paced sales centre environment with a hybrid work model (3 days in office, Greater Vancouver area)
- Regularly required to sit or stand at a desk, use hands and fingers to operate a computer and telephone, and communicate clearly
- Specific vision abilities required due to computer-based work
- Flexibility to work rotating schedules, including early mornings, evenings, weekends, holidays, and occasional overtime
- Participate in ongoing training related to new and changing products, often delivered remotely
- Manage high call volumes in a queue environment while multitasking across systems to access and provide accurate information
Compensation
- The base salary offered for this role is $70,000 to $80,000 CAD per annum and can vary based on job-related expertise, qualifications, experience and internal equity.
- Eligible for Armstrong Collective's discretionary bonus program.
Perks and Benefits
Armstrong Collective supports our team members’ health and wellness by providing a comprehensive medical plan with 100% employer paid premiums, some of which includes:
- Medical, Dental, Vision, Life Insurance
- Short term disability, long term disability benefits
- Travel emergency assistance
- Vacation time and sick time
- Up to 5% RRSP and/or TSFA match
- Two complimentary annual train tickets after first year of employment
The company is an equal opportunity employer, driven by our values of Creating Meaningful Moments, Being One Team, and Achieving Extraordinary Outcomes. Our strong company culture supports our vision of a diverse, open, safe, and respectful workplace. We celebrate diversity and are committed to creating an inclusive environment for all team members. If you require any accommodation during the application process or throughout your employment, please let us know. We will work with you to ensure your needs are met and to create a supportive environment.
Please ensure to opt-in for text messages when you apply to receive interview updates.
This job description is not exhaustive of all duties and will encompass additional duties assigned. Responsibilities, title, reporting structure, and duties may be changed in response to business requirements.
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