About Happy Travels

Happy Travels is a leading youth and adventure travel agency, specialising in creating unforgettable experiences across Australia and beyond. With over 100 employees and 20 retail branches, we have become a trusted name in the industry, helping traveler's plan and book tours, campervan rentals, accommodation, and adventure activities.

Founded in 1998, we have continually grown, leveraging innovative technology and industry expertise to deliver exceptional customer experiences. Together we are impacting the world, one client at a time. Changing and enriching the lives of our clients through amazing world class experiences is what gets us out of bed in the morning.

As we scale, we’re seeking an experienced and driven Call Centre Sales & Operations Manager to drive sales performance, streamline operations, and develop a high-performing team.

The Opportunity

This is a key leadership role responsible for driving revenue growth, managing high-performing teams, and improving operational efficiency across our call centre and online sales channels. Reporting directly to the CEO & COO, the successful candidate will play a pivotal role in scaling our sales operations while maintaining service excellence.

Key Responsibilities

Sales & Performance Leadership
Lead and oversee online sales teams, with a strong focus on sales strategy, pipeline management, and performance metrics.

Team Recruitment & Development
Attract, hire, and mentor top sales talent. Create structured onboarding and training programs that support performance and long-term development.

CRM & Systems Oversight
Own the CRM function (HubSpot), ensuring data integrity, pipeline optimisation, sales reporting, and automation to support sales effectiveness.

Operational Management
Improve workflows, streamline operations, manage escalations, and ensure a seamless customer experience across all digital sales channels.

Strategic Planning & Execution
Contribute to business strategy by identifying growth opportunities and implementing scalable systems and structures.

Conversion & Revenue Growth
Drive initiatives to increase lead conversion across call centre, online sales, and campervan rentals through structured sales processes and data-driven coaching.

Leadership Development
Support internal career progression by coaching sales consultants, shift leaders, and team leaders to grow into future leadership roles.

Channel Insight & Marketing Alignment
Develop a deep understanding of marketing channels and customer touch-points. Establish strong feedback loops between the sales teams and marketing departments to ensure that real-time customer insights inform website optimisation, digital campaigns, and broader marketing strategy.

Key Qualifications & Experience

Demonstrated experience managing medium to large sales teams, preferably in a call centre or online sales environment.

Proven track record of driving sales performance, improving conversion rates, and achieving revenue targets.

Proficient in CRM systems (preferably HubSpot), with a strong understanding of sales reporting, automation, and data-driven decision making.

Strong coaching, mentoring, and people development capabilities.

Experience in process improvement and operational optimisation.

Background in recruitment, onboarding, and retention in a sales-led environment.

Experience in the travel industry is advantageous, but not essential.

Confident public speaker and motivator, comfortable leading meetings and delivering training sessions.

Permanent residency, citizenship, or a partner visa is required for this role.

What We Offer

Competitive Salary + Performance-Based OTE

Leadership Development & Career Progression within a growing and forward-thinking organisation

Opportunity to Influence strategy and shape the future of our sales operations

Collaborative, Purpose-Driven Culture focused on results, innovation, and customer experience

Opportunity to join the fastest-growing travel agency in Australia and be part of an exciting growth journey

How to Apply

To apply, please submit your CV and a cover letter to [email protected]
Subject Line: Call Centre Sales & Operations Manager Application – [Your Name]

For further information, please contact Jake Bendix at the above email address.