Director of Sales & Contact Center - MetroLagoons

MetroLagoons is growing fast, and we are looking for motivated individuals to grow with us! If you are an energetic and enthusiastic professional. Come join the team at the best lagoons in the United States!

Job Summary– The Director of Sales & Contact Center is a key leadership role focused on driving revenue growth, enhancing guest engagement, and managing sales and contact center operations. Reporting to the Vice President of Marketing & Sales, this position oversees Group Sales, 3rd Party Sales (e.g., Conventions, Hotel Partners), and the Guest Contact Center. Responsibilities also include managing Resident Memberships, addressing guest inquiries, and ensuring exceptional guest experiences through effective communication and issue resolution.

Responsibilities Includes:

1. Sales and Attendance Growth

• Develop and execute initiatives to increase attendance and drive sales at all MetroLagoons locations.
• Collaborate with marketing to align campaigns with sales and guest engagement goals.
• Create innovative promotions, partnerships, and group packages to attract and retain guests.

2. Strategic Sales Management

• Oversee Group Sales, from small events to large-scale lagoon buyouts.
• Manage 3rd Party Sales, including partnerships with conventions, hotels, and other organizations to maximize revenue.
• Coordinate with Food & Beverage and Operations Directors to ensure seamless event execution and resource allocation.

3. Resident Membership Oversight

• Manage Resident Memberships, including new member setup and status tracking.
• Ensure accurate data management and maintain strong member relationships.

4. Guest Contact Center Leadership

• Transform the Contact Center into a proactive guest engagement hub.
• Oversee responses to guest inquiries and resolve escalated concerns promptly.
• Address post-visit guest surveys and share feedback for continuous improvement.

5. Initiative Execution and Alignment

• Collaborate across departments to implement and refine attendance and sales initiatives.
• Analyze data and feedback to evaluate effectiveness and enhance strategies.

6. Team Leadership and Development

• Mentor sales and contact center teams to achieve KPIs for sales, attendance, and guest satisfaction.
• Foster a collaborative, innovative, and results-driven department culture.

Qualifications:

• Bachelor’s degree in Business Administration, Marketing, Hospitality, or a related field. MBA preferred.
• Minimum of 5 years of experience in sales leadership, partnership management, or contact center operations.
• Experience in hospitality, entertainment, or related industries preferred.
• Experience in managing a team
• Strong leadership and team management capabilities.
• Excellent communication, negotiation, and interpersonal skills.
• Proficiency in CRM systems, sales analytics, and contact center management tools.
• Strategic thinking with a results-driven approach.

Workplace Environment: This is an in-office position at the MetroLagoons corporate office based in Tampa, FL. The standard schedule is Monday through Friday, with a typical workweek of 40-50 hours. Occasional evening or weekend hours may be required to meet business needs. Including occasional travel to MetroLagoons locations and partner sites as needed. 

BENEFITS: Paid time off, Paid Health Insurance for Full Time employees, Dental and Vision Insurance, Life insurance and 401(k) and Employee discounts at MetroLagoons locations.