Director, Travel Trade Growth

RESPONSIBILITIES

CORE FUNCTIONS:

• Build, train and lead a high-performing sales team that consistently achieves ticket sales, revenue and per cap goals Build and lead a high-performing, commercially disciplined sales organization with clear goals, defined account ownership, and accountability for profitable revenue growth, pipeline development, forecasting accuracy, sales execution, and continuous improvement.
• Track, analyze and report sales performance data to highlight trends, identify improvement opportunities, and provide leadership updates in a clear and actionable way

COMMERCIAL TURNAROUND & GROWTH:

• Own the travel-trade admissions, revenue, channel-mix, and profitability plan
• Develop a clear channel strategy that determines where ESBOD should grow, defend, renegotiate, reduce exposure, or invest
• Rebuild performance with underperforming channels through senior relationships, stronger placement, correct product tagging, improved content, competitive economics, premium-product distribution, and joint marketing
• Reduce dependency on a small number of partners by developing new sources of profitable volume
• Expand high-potential segments, including student groups, domestic tour operators, hotels and concierges, transportation partners, receptive operators, corporate groups, and attraction bundles
• Create market-specific plans for priority international and domestic source markets
• Convert trade shows, sales missions, FAMs, and partner meetings into measurable bookings and admissions
• Identify partnership, product, and distribution concepts that give ESBOD a differentiated commercial advantage

REVENUE & CHANNEL MANAGEMENT:

• Work with Revenue Management to protect per-cap performance while increasing volume
• Evaluate pricing, commissions, inventory, blackout periods, dynamic pricing, promotional offers, and premium-product distribution by channel Partner with Revenue Management to evaluate channel pricing, commissions, inventory allocation, blackout periods, dynamic pricing, promotional offers, and premium-product distribution to maximize profitable admissions and revenue growth.
• Lead negotiations and annual business reviews with priority partners
• Maintain account-level forecasts, growth plans, opportunity pipelines, and financial return analyses
• Test initiatives quickly, measure incremental results, scale what works, and stop low-return activity

LEADERSHIP & EXECUTION:

• Build a results-driven sales team with clear goals, ownership of accounts, and accountability for sales and revenue performance
• Clarify roles, territories, account ownership, targets, and decision rights
• Coach the team on strategic account management, negotiation, prospecting, analytics, and closing
• Personally lead the highest-value and most complex partner relationships
• Collaborate closely with Marketing, Digital, Revenue, Operations, Accounting, Ticketing, Technology, and Guest Experience
• Communicate performance transparently: what happened, why it happened, what is changing, and what decision is required
• Develop and execute sales plans that target groups and travel trade segments, including account development of existing clients and proactive outreach to attract new clients
• Oversee sales operations including contract management, rate distribution, pricing, group sales reservations, and reseller content delivery
• Direct the implementation of the travel trade sales and marketing plan to include account development activities for priority customers, prospects, source markets, and segments
• Maintain a structured competitive-intelligence program to cover peer attractions, observation decks, channel terms, products, packaging, placement, and market activity; translate insights into clear commercial actions
• Own governance, training, adoption, and data quality for Salesforce, Ventrata, Monday.com, and Satisfi Labs, including system updates, reporting standards, and user accountability
• Establish audit processes for all travel trade accounts to ensure content accuracy, premium placement, and strong visibility across partner platforms
• Leverage emerging technologies, such as AI, to identify prospects, strengthen account intelligence, streamline reporting and improve departmental efficiency to protect confidential information and data quality
• Collaborate with Operations, Accounting, Revenue, and Ticketing departments to streamline sales processes and ensure that sales strategies are aligned with overall business goals

WHAT SUCCESS LOOKS LIKE

• Success in this role means profitable admissions growth, stronger travel trade partnerships, and a productive, motivated, accountable sales team that delivers results transparently against goals set by Observation Deck leadership
• Within the first 3 months, complete a fact-based assessment of admissions performance, channel mix, partner profitability, source markets, and growth opportunities; evaluate the sales organization, operating model, technology use, account ownership, and pipeline quality; establish leadership reports, a weekly commercial scorecard, and clear accountability; and deliver a prioritized 12-month growth strategy with measurable milestones and expected financial outcomes Within the first 90 days, Assess the sales organization's performance, capabilities, account portfolio, and growth opportunities. Establish clear goals, reporting, and accountability, and develop a prioritized 12-month sales strategy focused on profitable admissions and revenue growth.
• Within 6 months, execute recovery plans for priority partners and underperforming channels; expand domestic and international distribution through strategic partnerships and new business development; improve partner visibility, product placement, content quality, forecasts, and pipeline management; and strengthen execution across Revenue Management, Marketing, Operations, Accounting, Ticketing, and Technology Within 6 months, demonstrate measurable progress in new business development, strategic partnership growth, account performance, and sales pipeline conversion. Strengthen team productivity, forecasting accuracy, and execution against agreed commercial priorities.
• Within 12 months, demonstrate profitable admissions growth against the approved plan and prior year, increased net ticket revenue and NOI contribution, strong per-cap performance, improved channel profitability, and growth across strategic distribution channels Within 12 month, deliver measurable profitable admissions and revenue growth against established targets, while maintaining strong per-cap performance, improving channel profitability, expanding strategic partnerships, and building a high-performing, accountable sales organization.
• Improve market share and conversion with strategic partners while diversifying distribution channels to reduce concentration risk.
• Demonstrate improved forecast accuracy, pipeline conversion, and sales team productivity.
• Clear communication of performance, priorities and required decisions to senior leadership weekly, monthly, quarterly and annually.
• Use of competitive intelligence, emerging technologies and AI to improve sales effectiveness.

QUALITATIVE INDICATORS OF SUCCESS:

• Demonstrate accountability through clear goals, consistent performance reviews, and team ownership of results, supported by strong collaboration, effective communication, and high morale
• Build and leverage strong industry connections to drive success
• Collaborate effectively with others, prioritize tasks, and communicate goals and plans clearly to ensure the achievement of admissions and revenue targets
• Partner with clients and stakeholders, negotiate effectively and efficiently, to obtain the best results for the company
• Identify innovative solutions and process improvements through proactive problem resolution

FINANCIAL TARGETS:

• NOI = 15%
• Reseller Admissions = 45%
• Reseller Per Cap = 15%
• Subjective = 25% (based on leadership, collaboration, accountability, communication, client and partner satisfaction, innovation, industry knowledge, and team development)

REQUIRED SKILLS / ABILITIES

• Exceptional written and oral communication skills
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously
• Knowledge of sales techniques and customer service best practices
• Strong analytical and problem-solving skills
• Strong proficiency in MS Office (Excel, Word, PowerPoint)
• Proficient in Salesforce (or other CRM system) and Monday.com (or other work management platform)
• Knowledge of Ventrata ticketing (or other ticketing system) is preferred
• Ability and willingness to travel domestically and internationally and to attend trade events, partner meetings, and occasional evening or weekend activities, as business needs require

EDUCATION & EXPERIENCE

• Bachelor’s degree in related field or equivalent combination of education and directly relevant experience
• Minimum of 8 years of progressively responsible sales, business development, or commercial experience, including at least 3 years of direct people-management experience leading and developing a sales team
• Demonstrated success in developing creative sales strategies, proactively pursuing new business opportunities, and building partnerships that deliver measurable revenue growth
• Experience expanding group sales or developing new customer segments

WHAT YOU CAN EXPECT

At ESRT, like our tenants, our employees come from everywhere. We foster a collaborative work environment that captures top talent and cultivates the best ideas. As a Great Place to Work® Certified employer, we are committed to maintaining our positive work culture where employees are engaged and can grow and develop. In addition, ESRT employees embody our Company Culture & Success Factors -
• Adaptable – you are a self-starter who’s able to quickly digest and execute new processes to work both collaboratively and independently
• Dynamic – you are solutions-oriented, aim to improve processes and implement efficiency, and offer insightful feedback to improve ESRT
• Dependable – you take a strong sense of ownership and accountability over your work
• Passionate – you keep up with industry trends and are excited about the potential to propel the industry forward with a “roll-up-your-sleeves” attitude
• Curious – you consistently look for new ways to work smarter, not just harder
• Ethical – you treat others with respect, act with integrity in how you perform your work, and embrace our collaborative culture
• Positive – you possess a service-oriented attitude with excellent follow through

BENEFITS

• Competitive base salary and bonus
• Health/Dental/Vision insurance
• Company sponsored Life, AD&D, STD (with Salary Continuation), and LTD Insurance
• Voluntary Enhanced LTD Program
• Voluntary Hospital, Accident, and Cancer Programs
• 401(k) with 100% match up to 5%
• Paid parental leave
• Pre-tax transit accounts
• Employee Assistance Program for emotional, financial, and legal support

WELL-BEING

• Generous paid time off
• Flex Summer Fridays
• Employee engagement programs
• Volunteer time off
• Continuing education
• Complimentary Empire State Building Observation Deck access
• Complimentary gym membership and other wellness benefits
• Employee Discount Programs