Sales & Customer service executive

Our company At Yacht Week, we craft unforgettable social adventures. To ensure our global community continues to thrive, we’re seeking a Sales & Guest Services Executive to nurture it and deliver world-class experiences. This role is perfect for someone who thrives in a dynamic environment and is passionate about travel, hospitality, and seamless customer journeys. With multiple destinations and thousands setting sail each year, this is your chance to shape the future and enhance our main brand, Yacht Week. WHO ARE WE? Yacht Week is more than just a trip—it’s a movement, a lifestyle, and an iconic brand that has been setting the standard for extraordinary sailing experiences since 2006. We’ve welcomed over 110,000 guests from 199+ countries, creating a global community of adventurers who share a passion for travel, connection, and the open sea. As part of Day 8 AB, Yacht Week stands at the forefront of curated social experiences alongside Ski Week, bringing people together in some of the world’s most breathtaking destinations. Our mission is to craft unforgettable moments that ignite joy, foster friendships, and inspire a deeper appreciation for our planet. At the heart of Yacht Week is a dynamic, highly social, and passionate team that lives for adventure. While our core team works year-round to make every week unforgettable, our extended family grows to include hundreds of dedicated crew members and event staff worldwide during the season. Together, we create a world where sailing meets celebration, and where new friendships and incredible experiences are always just a horizon away. WHO ARE YOU? The Sales & Customer Service Executive needs to be a highly personable, enthusiastic, and proactive individual to take our offline sales and customer service division to the next level — converting leads into bookings and then looking after those guests throughout the full lifecycle. This individual must have a passion for cultivating existing relationships and building new connections. The individual will be an organised self-starter who can manage their workload and meet weekly targets. The individual will need a strong ability to drive incremental business whilst maximising profit from existing bookings. Building a community within YW is extremely important for the future of our brands, and this role is pivotal to creating these. Our brands can sell themselves, and we are not a hard-sell company, but the ideal person for this role will be willing to go above and beyond to get that extra cash and identify low-hanging fruit. You’ll be just as skilled at moving customers through a funnel as you will be filling it, and you will be responsible for searching for new opportunities to develop leads and find new business. Making people happy is your calling, and, in addition to your sales remit, you’ll assist with customer service as needed, providing outstanding interactions that leave a lasting positive impression of the brand. WORKING ARRANGEMENTS Location: Fully remote. Time zone: Candidate must be based in and work from Australia or Asia (preferred working hours aligned to AEST/AEDT or equivalent Asian time zones). Schedule: Weekend work is required—approximately 4 hours per day on Saturday and Sunday (≈8 hours per weekend). Weekday hours to be agreed. Engagement type: Hourly contractor / paid on an hourly basis. JOB DELIVERABLES The role will encompass the following... Management of offline lead conversion - turn quotes and leads into happy, paying customers via phone and email. Actively seek new opportunities to capture leads - both through online research and in-person through offline marketing activations, build a network of group bookings of the applicable customer demographic. High-quality customer service levels - ensure all customer communication accurately represents the brand and is delivered to the highest standard. Increase sales opportunities - use proactive sales techniques to identify opportunities to maximise sales volume and profitability. Future business development - engage relevant stakeholders to regularly innovate customer service and lead generation tools. Work with Customer Service and Operations to refine operational excellence, utilise learnings and feedback from leads to provide an improved service for the future Post-event feedback for leads - follow up with existing leads post-event to gather feedback in order to refine conversion techniques Customer feedback - analyse post-event survey feedback to identify those customers that would be classed as “NPS promoters”, persuading them to return to our events. Offering a concierge-style booking process to these key customers Commercial service levels - ensure that all commercial processes and procedures are followed in order to protect the business whilst developing relationships for the future RESPONSIBILITIES Produce weekly sales KPIs and reports in order to report back to management regularly Keep accurate records of discussions or correspondence with customers Use the Intercom platform to manage, qualify, route and track sales leads from various sources Manage a high-quality database of leads, ensuring this is kept up-to-date on a daily basis, following conversations with each lead, so this can be reported back to management on a weekly basis Guide guests through decision-making, the booking process, and the payment process Pre-departure guest communication and support - manage communication with existing bookers and guests prior to departure, providing timely assistance, answering queries, and ensuring a smooth customer experience leading up to the event. Deliver the yearly offline sales budget via new bookings, upgrades and ancillary product sales Manage the following stakeholders: Head of Commercial (manager) – book yachts, manage amendments & upgrades and approve group booking quotes Customer Service – manage good NPS scores for your leads and develop the product for the future Operations – arrange all operational elements required for the group booking process. Understand operational budgets to pull together Commercials for a group booking Marketing – design and produce assets to assist with lead conversion SKILLS AND BACKGROUND Essential Skills Educated to A-Level standard with high-level qualifications in English and Mathematics Computer literate and good knowledge of Microsoft or Google software, specifically a basic understanding of Excel/Google Sheets Experience in sales, ideally within the travel industry Minimum 2 years of previous experience in converting outbound sales calls, ideally within the travel industry Native English speaker (this requirement is non-negotiable given the customer-facing nature of the role) Desirable Skills Experience with a CRM platform (Intercom preferred but not essential) Strong culture fit with Day 8 — energetic, community-minded, comfortable working autonomously across time zones, and genuinely excited about adventure travel for young adults. We hire for attitude as much as aptitude.