Sales Enablement Manager (Viator)



Sales & Business Development
Oxford, UK
Posted on Saturday, January 13, 2024

We believe that we are better together, and at Tripadvisor we welcome you for who you are. Our workplace is for everyone, as is our people powered platform. At Tripadvisor, we want you to bring your unique perspective and experiences, so we can collectively revolutionise travel and together find the good out there.

Tripadvisor is the world’s largest online travel site, visited by 390 million travellers each month, and our business – Viator – is a fascinating and ever-evolving part of the organisation.

Viator is a Tripadvisor company that makes it easy to find and book something you'll love to do. With an industry leading selection of high-quality experiences, Viator gives millions of travellers a month something new to discover, both near and far from home.

Location: Oxford/Hybrid

Working Hours: 37.5 per week

We are currently seeking a dynamic and experienced Sales Enablement Manager to join our team. In this role, you will report directly to the Director of Customer Service Operations & Processes, playing a pivotal role in ensuring our Customer Service team is equipped with the tools, knowledge, and resources necessary to deliver outstanding service to our customers. As a key member of our team, you will collaborate closely with various departments to develop and implement effective sales enablement strategies that contribute to the overall success of Viator.

Key responsibilities include:

  • Develop and execute a comprehensive sales enablement strategy: Align the sales enablement strategy with Viator's business objectives and revenue goals, ensuring seamless integration with customer service operations.

  • Collaborate with leadership: Work closely with the Director of Customer Service Operations & Processes to identify and address training and sales development needs within the Customer Service team.

  • Cross-Functional Alignment: Foster strong collaboration with cross-functional teams, including Supplier Support, Marketing, Training and Quality, Product, and Technology, to ensure alignment of sales enablement strategies with overall business objectives.

  • Tool Implementation and Optimization: Oversee the implementation and optimization of sales tools to support a global customer service team, ensuring seamless integration with existing processes and technology.

  • Onboarding program: Create a best-in-class onboarding program for all new customer service employees globally, ensuring consistent team capability in delivering exceptional sales and service performance.

  • Training programs and materials: Support in developing engaging training programs, workshops, and materials that empower the customer service team to excel in their roles.

  • Documentation and knowledge management: Audit and maintain sales enablement documentation, including playbooks and training materials, to ensure the team has access to up-to-date and relevant resources.

  • Metrics and evaluation: Establish and maintain metrics to evaluate the effectiveness of sales enablement programs, tracking key performance indicators such as customer satisfaction, revenue per contact, average handlings times, conversion rates and other relevant metrics.

  • Advisor to leadership: Act as a trusted advisor to customer service leadership, providing insights and recommendations to enhance customer service and sales productivity and optimise processes.

  • Culture of continuous learning: Foster a culture of continuous learning and development within the customer service organisation, encouraging knowledge sharing and collaboration among team members.

Ideal Candidate:

  • 4+ years in sales enablement, sales training, or a similar role in a customer service-focused environment.

  • Solid understanding of customer service methodologies, processes, and best practices.

  • Vendor Collaboration: Demonstrate a proven track record of successfully collaborating with external vendors, showcasing experience in building and maintaining positive relationships. Comfortably navigate vendor partnerships to enhance operational efficiency, leverage resources, and contribute to the overall success of customer service operations.

  • Excellent interpersonal and communication skills, with the ability to engage and motivate customer service and sales teams.

  • Strong presentation and facilitation skills, delivering effective presentations to diverse audiences.

  • Analytical mindset with the ability to interpret customer service data and metrics.

  • Self-motivated and results-oriented, with a track record of meeting or exceeding service targets.

  • Experience working in a fast-paced, customer-centric environment.

  • Genuine enthusiasm and passion for data, recognizing its potential for compelling storytelling.

  • Strong analytical, conceptual, and problem-solving skills, showcasing the ability to work effectively under pressure and meet tight deadlines.

  • Unwavering attention to detail in all aspects of analytical work.

  • High proficiency in essential tools such as Excel, SQL client, and Tableau.

  • Ability to interpret loose requirements, ask intelligent questions, and produce high-quality, actionable improvements.

  • Proven experience in effective collaboration at all organisational levels, including senior management, and across diverse functions and departments.