Sales Support Manager

ABOUT ASILIA

Asilia Africa is one of East Africa’s long-standing safari companies. Meaning ‘genuine’ or ‘authentic’ in Swahili, we’ve built a reputation for incredible safari experiences and our unwavering commitment to empowering both people and nature alike in the region. Founded in 2004, Asilia has a leading presence in the main safari destinations in Tanzania and Kenya as well as a driving role in several pioneering projects. Asilia’s goal is to turn crucial and fragile natural habitats into lasting conservation economies, benefitting both the environment and local communities. At present, the company owns and operates 18 lodges and camps as well as a ground handling operation. Asilia is the first sustainable safari/lodge company in Africa to receive a 5-star rating for sustainability from GIIRS, was recognized as one of the “Best Companies for the World” in 2013 and was awarded the 2014 Tourism for Tomorrow Business Award.

WHAT WE BELIEVE IN

We believe that world-class travel can go hand in hand with improving livelihoods and conservation of nature. Our luxury camps and lodges are in some of the most special places on earth. Places we want to safeguard for the future. We strive to transform whole areas, from crucial fragile natural habitats with often impoverished communities into lasting conservation economies; effectively protecting wildlife whilst providing opportunities for local people to prosper. Whichever department you work in, your efforts will be crucial in achieving our conservation goal.

POSITION OVERVIEW

We’re looking for a dynamic Sales Support Manager to drive consistency, accuracy, and performance across our retail sales team. This role ensures our consultants deliver exceptional client experiences by improving processes, minimizing errors, and optimizing the use of systems like HubSpot.

Success in this role means: reduced booking errors and financial losses, faster and smoother onboarding of new sales team members, consistently excellent client interactions, and a team that confidently uses tools and processes to their full potential. Most importantly, it means creating the operational stability that allows our retail consultants to focus on what they do best, crafting extraordinary journeys.

KEY RESPONSIBILITIES:

SALES QUALITY & PROCESS MANAGEMENT

•Identify and resolve sales process challenges and errors ,in collaboration with team members.

•Ensure timely and accurate file handling, fostering seamless coordination with relevant departments (e.g., reservations, finance, ops).

•Conduct comprehensive quote and email checks for new team members and complex itineraries (e.g., group travel, multi-country safaris).

•Reduce sales-related errors and financial losses by implementing and maintaining best practices for refunds, cancellations,

amendments, and credit notes.

•Assist the team lead in manage and overseeing client complaints, ensuring appropriate resolution and timely escalation when necessary.

TEAM COMMUNICATION & SUPPORT

•Communicate any new information and process changes with the team.

•Provide proactive support to the team during high-demand periods, such as seasonal peaks or staff absences.

•Collaborate directly on complex client requests and provide expert guidance on itinerary design, routing, logistics, and upselling opportunities.

•Deliver hands-on support during peak periods by assisting with safari quotations and proposals.

•Cultivate a culture of continuous learning, emphasising product knowledge, destination expertise, and refined sales skills.

SALES TECHNOLOGY & HUBSPOT OVERSIGHT

•Oversee onboarding and ongoing training in sales systems and processes, including support for remote and international colleagues.

•Support effective usage of sales technology (including CRM and itinerary systems) across the team.

•Perform ongoing data integrity checks and maintenance of the HubSpot sales pipeline:

  1) Support use of templates, sequences, and CRM tools.

  2) Provide coaching to improve adoption and effectiveness across the team.

KEY COMPETENCIES & SKILLS

•Proven experience in sales and team leadership, preferably in luxury travel or safari tourism.

•Excellent problem-solving skills with a keen eye for process improvement and quality assurance.

•Strong interpersonal and communication abilities; skilled at conflict resolution and stakeholder engagement.

•Familiarity with CRM systems (HubSpot preferred) and strong digital literacy.

•Deep understanding of safari logistics, travel sales lifecycles, and client service in the luxury segment.

•Ability to thrive in a dynamic environment with a proactive, hands-on management style.

DESIRED EXPERIENCE

•5+ years in travel sales or safari operations, with at least 2 years in a leadership or QA-focused role being highly beneficial.).

•Background in training and coaching sales teams.

•Multi-destination itinerary planning experience (East Africa preferred).

REQUIRED WORK PRACTICES

•Across all interactions, promote the image of the sales team as a best-in-class externally with our clients and internally with our key stakeholders.

•As a key point of contact and the face of Asilia, upholding and contributing to the reputation of the company as a leading safari operator. 

•The Asilia values are company values that play a significant role in how we define ourselves and set ourselves apart. We place a high value on living these values in everyday work practices. These values are genuine, inspired to do good, caring family spirit, teamwork, dedicated to service, consistent quality and going the extra mile

•When staff events happen within working hours it will be compulsory to attend 

•Attend all Training & Development programs as required. 

CONDITIONS & HOURS OF WORK

•You are required to work 9 hours per day including an hour lunch break. The working hours are determined according

to the team set-up with flexibility.

•Overtime may be required during peak periods for which you will be compensated with time off in lieu.

•You may be required to travel for work from time to time.