Sales & Operations Lead – Tours & Travel

Reporting to: Director

Location: Nairobi

Salary: 120k - 150k

Role Overview

Our client is a newly established company seeking a highly driven and strategic Sales & Operations Lead to spearhead revenue growth and oversee day-to-day operational excellence. This role sits at the intersection of sales performance, product development, and seamless safari delivery.

The successful candidate will be responsible for designing compelling safari packages, driving inbound and outbound sales, and ensuring smooth coordination of operations—from client inquiry to trip execution. This is a leadership role requiring both commercial acumen and hands-on operational oversight.

Key Responsibilities

1. Sales Strategy & Revenue Growth

• Develop and execute sales strategies to drive inbound and outbound safari bookings
• Design and price competitive safari packages aligned with market demand
• Identify new markets, partnerships, and distribution channels (agents, OTAs, direct clients)
• Monitor sales performance, forecasts, and conversion rates to meet revenue targets

2. Team Leadership & Performance Management

• Lead, mentor, and manage a team of sales executives
• Set clear KPIs, monitor performance, and drive accountability
• Provide coaching and continuous training to improve sales effectiveness
• Foster a high-performance, customer-focused culture

3. Operations Management

• Oversee end-to-end safari operations including bookings, logistics, and itinerary execution
• Coordinate with suppliers (lodges, transport providers, guides) to ensure service quality
• Ensure operational efficiency, cost control, and timely service delivery
• Handle escalations and ensure excellent client experience throughout the journey

4. Product Development & Customer Experience

• Create innovative and market-relevant safari packages (luxury, mid-range, budget, niche experiences)
• Continuously improve offerings based on customer feedback and market trends
• Ensure exceptional customer experience from inquiry to post-trip follow-up

5. Policy Implementation & Process Improvement

• Implement company policies, procedures, and service standards
• Establish and optimize internal workflows for sales and operations
• Ensure compliance with industry regulations and best practices

Requirements

• Minimum 5+ years' experience in a sales leadership role, preferably in tours, travel, or hospitality
• Proven track record in inbound and outbound travel sales
• Degree or diploma in Tourism Management, Business, or related field
• Strong leadership skills with experience managing and motivating teams
• Deep understanding of safari destinations, products, and logistics (East Africa preferred)
• Excellent communication, negotiation, and relationship management skills
• High level of adaptability 

Preferred Attributes

• Experience in a start-up or high-growth environment
• Strong network within the travel trade (agents, DMCs, suppliers)
• Commercial mindset with ownership of revenue targets
• Passion for travel, wildlife, and delivering unforgettable safari experiences