Sales & Operations Manager

**Happy Travels Australia**

**Byron Bay, Lismore & Far North Coast NSW**

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**Salary: $100,000 - $140,000 OTE per year**

**About Happy Travels**

Happy Travels is a leading youth and adventure travel agency, specialising in creating unforgettable experiences across Australia and beyond. With over 100 employees and 20 retail branches, we’ve become a trusted name in the industry, helping travellers plan and book tours, campervan rentals, accommodation, and adventure activities.

Founded in 1998, we have continually grown, leveraging innovative technology and industry expertise to deliver exceptional customer experiences. Changing and enriching the lives of our clients through world-class experiences is what drives us each day.

As we scale, we’re seeking an experienced and driven Digital Sales & Operations Manager to lead our sales teams, drive conversion, and build a culture of high performance within our online and call centre operations.

**The Opportunity**

This is a key leadership role focused on revenue generation, sales performance, and operational efficiency. Reporting directly to the CEO & COO, you will play a pivotal role in scaling our digital sales channels while ensuring that our customer experience remains exceptional.

We are looking for a results-oriented sales leader with a proven ability to drive measurable growth through people leadership, strategic planning, and data-driven decision making.

**Key Responsibilities**

**Sales & Performance Leadership**
- Lead, manage, and motivate online and call centre sales teams with a focus on exceeding revenue and conversion targets.
- Develop and implement sales strategies, pipeline management processes, and performance benchmarks that drive bottom-line results.
- Continuously analyse sales performance data and identify actionable opportunities to improve team outcomes and customer conversions.

**Team Recruitment & Development**
- Attract, recruit, and retain top-tier sales talent to build a high-performing team culture.
- Design and execute structured onboarding programs and ongoing sales training tailored to skill development and revenue goals.
- Coach sales consultants, team leaders, and shift supervisors to consistently hit KPIs and evolve into leadership roles.

**CRM & Systems Oversight**
- Own the HubSpot CRM, including sales process automation, pipeline optimisation, and dashboard reporting.
- Ensure accurate data capture and reporting to enable sales forecasting and performance tracking.
- Implement and maintain systems that enhance sales team efficiency and enable rapid scale.

**Operational Management**
- Streamline day-to-day workflows across digital sales channels, ensuring speed, accuracy, and a seamless customer journey.
- Manage escalations with a customer-first approach while keeping team productivity high.
- Ensure that internal processes support high conversion rates and long-term customer retention.

**Strategic Planning & Execution**
- Contribute to company-wide strategic planning by identifying new sales opportunities and recommending scalable solutions.
- Collaborate with executive leadership on growth planning, capacity management, and operational scale.
- Leverage performance data and customer insights to shape sales strategies that align with broader business objectives.

**Conversion & Revenue Growth**
- Monitor sales funnel performance and coach teams in real-time to improve deal closure rates and average transaction values.
- Review and dissect phone calls and written correspondence with customers to improve sales flow and conversions
- Identify high-converting customer segments and align sales strategies accordingly.

**Leadership Development**
- Support career progression within the sales team by developing emerging leaders and promoting a culture of internal mobility.
- Conduct regular 1-on-1s, performance reviews, and growth planning to retain top talent.

**Channel Insight & Marketing Alignment**
- Collaborate closely with the marketing team to align inbound lead generation with sales initiatives.
- Provide ongoing feedback on lead quality, customer behaviour, and campaign performance.
- Ensure sales insights are used to influence website content, landing page optimisation, and digital advertising strategies.

**Key Qualifications & Experience**

**Essential**:

- **Demonstrated experience managing mid-to-large sales teams in a high-volume environment (call centre or online sales).**:

- **Proven track record of exceeding sales targets, improving conversion rates, and scaling sales operations.**:

- **Proficiency in CRM systems (preferably HubSpot) with a strong grasp of automation, analytics, and reporting.**:

- **Strong sales coaching, mentoring, and people development capabilities.**:

- **Experience in process improvement, sales performance analysis, and operational optimisation.**:

- **Background in recruitment, onboarding, and retention in a sales-led organisation.**:

- **Confident public speaker and m