Sales & Service Assistant Manager - Asia

Sales & Service Assistant Manager - Asia Hot Job Apply Apply Description ABOUT US Join the leading independent rail vacation provider in North America and beyond! Railbookers Group, home to both Railbookers and Amtrak Vacations, is passionate about delivering unforgettable train travel experiences. We take pride in crafting seamless, personalized itineraries for our guests and travel advisors, offering the largest selection of independent rail vacations worldwide. POSITION PURPOSE The Sales and Service Assistant Manager – Singapore is responsible for leading, coaching, and developing a team of Sales & Service Account Executives to deliver exceptional sales performance and customer experience. This role blends frontline leadership with hands-on sales and service support, ensuring the team consistently converts inquiries into bookings, delivers best-in-class guest service, and exceeds performance targets. The Assistant Manager will drive team engagement, operational excellence, and continuous improvement while acting as a key liaison between the Singapore team and APAC leadership. In addition to core sales and service leadership responsibilities, this role will support local marketing and market growth initiatives across Asia. Approximately 25% of the role will focus on in-market sales and marketing activities, including expos, trade/media events, local activations, HQ marketing coordination, and special projects to grow the Asian business. The successful candidate must be comfortable working in a growth-stage environment where responsibilities may extend beyond a traditional sales and service leadership role. RESPONSIBILITIES Team Leadership & Coaching Lead, motivate, and develop a team of Sales & Service Account Executives to achieve and exceed sales and service KPIs. Provide ongoing coaching, performance feedback, and structured development plans. Monitor individual and team performance metrics (conversion rates, revenue, service quality, productivity) and take corrective action as needed. Foster a positive, collaborative, and high-performance team culture. Sales & Revenue Growth Drive inbound and outbound sales activities to maximize bookings, revenue, and repeat business. Support the team in qualifying customer needs and designing customized rail itineraries. Ensure effective upselling and promotion of additional products and services. Step in to handle high-value or complex sales opportunities when needed. Support in-market sales activities and local business development initiatives that leads, strengthen trade relationships, and contribute to revenue growth across Asia. Support in-market sales and business development activities that generate leads, strengthen trade relationships, and drive revenue growth across Asia. Marketing, Events & Market Growth Support Support local marketing activations and in-market sales activities across Asia, including expos, consumer events, trade events, and media events. Partner with HQ marketing to coordinate local campaigns, event materials, messaging, timelines, and post-event follow-up. Represent Railbookers and Amtrak Vacations at local industry events, trade shows, media events, and market activations as needed. Support lead generation and follow-up from expos, trade shows, events, and local sales activities. Assist with special projects that expand brand awareness, increase sales opportunities, and support Asian business growth. Travel as required for events, partner meetings, market activations, and regional business development initiatives. Customer Experience & Service Excellence Ensure exceptional support across all customer interactions, including new bookings and existing reservations. Oversee the resolution of customer issues, ensuring timely and professional outcomes with a focus on first-contact resolution. Manage escalations and complex service scenarios with empathy and sound judgment. Promote proactive communication with customers regarding itinerary changes or disruptions. Operational Management Ensure accurate documentation of all interactions and activities in CRM systems. Oversee payment processing, billing inquiries, and refund accuracy. Maintain compliance with company policies, procedures, and service standards. Coordinate staffing, scheduling, and workflow to meet business demands. Collaboration & Continuous Improvement Collaborate with internal teams and external partners to ensure seamless booking and travel experiences. Identify opportunities to enhance processes, improve efficiency, and elevate the guest experience. Support training initiatives and ensure the team maintains expert product knowledge of destinations, routes, and offerings. Collaborate closely with HQ marketing, APAC leadership, and local partners to support regional marketing plans, campaign execution, event preparation, and post event follow up. Participate in special projects that support the launch, growth, and ongoing development of the Asian business. CORE COMPETENCIES Customer Focus: Champions a customer-first culture and ensures exceptional guest experiences. Leadership & People Development: Builds strong teams through coaching, mentoring, and performance management. Drive for Results: Achieves and exceeds business goals through team performance and accountability. Interpersonal Savvy: Builds strong relationships internally and externally with professionalism and empathy. Functional/Technical Skills: Demonstrates in-depth knowledge of sales processes, systems, and travel products. Communication Skills: Communicates clearly and effectively across multiple channels. Adaptability & Initiative: Takes ownership in a growth stage environment and supports responsibilities beyond a traditional role. Marketing & Event Coordination: Supports local activations, trade/media events, expos, and in-market sales activities. Qualifications 3–5+ years of experience in a high-volume contact center, with at least 1–2 years in a supervisory or team lead role. Proven track record of achieving sales and service performance targets in travel, hospitality, or related industries. Experience supporting local marketing activations, expos, trade shows, media events, or in-market sales activities preferred. Experience coordinating with HQ marketing teams on local campaigns, initiatives, or preferred events. Comfortable working in a growth stage environment with responsibilities beyond traditional sales and service leadership. Willingness to travel as needed for events, partner meetings, and regional business growth initiatives. Strong coaching, leadership, and team development skills. Excellent communication and interpersonal abilities with a professional manner. Proficiency in English required; additional Asian language(s) highly desirable. Strong problem-solving skills and ability to handle escalated customer concerns effectively. Proficiency with CRM systems and Microsoft Office (Outlook, Excel, Word). Highly organized with strong attention to detail and ability to manage competing priorities. Passion for travel and delivering exceptional customer experiences. Flexibility to work varied shifts, including evenings, weekends, and holidays as required. Bachelor’s degree or equivalent experience preferred. SUCCESS MEASURES Team sales revenue and conversion rates Customer satisfaction and service quality scores Employee engagement and retention Operational efficiency and compliance