At onefinestay, we open doors to the finest homes, villas and chalets in the most desirable destinations and deliver a one-of-a-kind service to both guests and homeowners around the world. The company launched in London in 2010, became part of the Accor group in 2016 and is now part of The Exclusive Collective, sitting alongside Exclusive Resorts and Inspirato. With each memorable stay, we deliver a level of personal service and professional hospitality that is unmatched in the private rental industry.

This individual will be equally adept at setting vision and rolling up their sleeves to drive results. The ideal candidate will bring deep expertise in sales strategy, operations, and team development—combining data-driven decision-making with a passion for delivering exceptional customer experiences for B2C and B2B. They will have experience scaling sales functions, improving conversion and retention, and fostering cross-functional collaboration in a fast-paced, service-focused environment. A natural motivator and coach, this leader will inspire their team to achieve ambitious goals while ensuring operational excellence and profitability.

KEY RESPONSIBILITIES

Leadership & Team Development

● Lead and inspire sales, sales operations, and our B2B team to consistently exceed performance targets.

● Build, recruit, onboard, and retain top talent to grow the function.

● Foster a collaborative, high-performance culture that motivates team members to achieve individual and team goals.

● Oversee training programs to ensure employees have deep product knowledge, mastery of sales systems, and strong sales skills.

● Provide regular coaching, performance feedback, and development opportunities, both formally and informally.

● Establish accountability measures so team members understand how their work impacts the broader organization.

Strategy & Planning

● Partner with the Senior Leadership to design and execute the sales strategy, including lead generation, lead qualification, and outbound outreach programs.

● Develop action plans aligned with business goals, monitoring progress and adjusting as needed.

● Establish and refine key metrics for sales effectiveness and lead management.

● Oversee the implementation and optimization of lead routing and CRM systems.

● Research industry trends and market drivers, translating insights into actionable strategies.

● Define the strategy for acquiring, retaining, and growing high-value partners.

● Set account management standards, commercial terms, and performance expectations.

● Identify new partnership opportunities that drive incremental demand.

● Partner closely with Marketing on demand generation, lead quality, and messaging.

Operational Excellence

● Own the sales and B2B P&L, tracking performance and driving profitability.

● Develop and maintain reporting dashboards to provide analytical insights to senior stakeholders.

● Review and analyze conversion rates, client retention, CSAT scores, and other KPIs to identify opportunities for improvement.

● Streamline operational procedures to reduce administrative workload and increase lead-handling capacity without increasing headcount.

● Drive cross-functional collaboration to ensure a seamless guest experience.

● Oversee adherence to all CRM protocols, ensuring data accuracy and usability.

Sales Activities & Performance Management

● Monitor daily sales activities, including call volume, talk time, lead qualification, and booking conversions, ensuring targets are met.

● Handle escalations related to sales or guest accommodations requiring managerial oversight.

● Conduct call listening and email reviews to ensure protocol compliance and identify areas for improvement.

● Lead the design and delivery of formal and informal sales skills training using available resources (e.g., call recordings).

● Calculate and process monthly commission payments, reviewing commission structures to ensure they drive performance.

Qualifications & Experience

● 5–7 years’ experience successfully leading high-performing inside sales teams, ideally within hospitality, travel, or luxury services.

● Proven track record of exceeding sales goals and improving conversion, retention, and satisfaction metrics.

● Strong analytical skills with the ability to create reports, interpret data, and develop actionable solutions.

● Expertise in Salesforce and CRM practices, with a focus on maximizing system benefits.

● Strong understanding of sales methodologies, financial management, and operational processes.

● Experience running B2C and B2B teams.

● Exceptional leadership, coaching, and team-building abilities.

● Excellent verbal and written communication skills, with the ability to influence and collaborate effectively across teams.

● Highly organized, with strong time management and prioritization skills.

● BA/BS in a related field or equivalent experience.

Key Performance Indicators (KPIs)

● Conversion Rate: Increase qualified lead-to-booking conversion.

● Client Retention: Improve repeat booking rates through proactive guest engagement.

● Customer Satisfaction (CSAT): Maintain scores above 4.5 across all teams.