Sales
Click each button below to learn more.
WHO
WHY
WHAT
HOW
How they work with the business
- Travel Designers are working multiple stages of the journey at once, with many clients.
- Peak travel vs peak enquiry seasons happen at multiple times of years and potentially overlap.
How they work - The client journey lens
The "Ecosystem" Trigger:
New Business
Repeat Journey
They are responsible for the quality of data entering the system.
They pick up the "warm lead" generated by Marketing, building trust with the client.
Nurture the client in between trips
They move the client from "interested" to "committed" through the booking journey and handover.
If a TD doesn't nurture relationship the client may not come directly to them for future trips.
If a TD enters poor data at the booking, Ops cannot manage the logistics with DMCs correctly & Concierge cannot wow the client.
Who the team is
Led by Phil Cowie, Sales & Operations Director, the team is structured by regions:
AFRICA
LATAM
APAC
Europe
MESR
Heads of Travel Design (HOTD) own the strategy for the region.
Sales Managers own people management and coaching.
Head of Service Excellence Working to support all regions they are focussed on quality assurance, minimising complaints and maximising repeats & referral rates.
Product Managers They source our product, manage DMC relationships, and team knowledge.
Travel Designers (TDs) Region-specific experts who design our clients trips.
What they do: The Client Journey
The Travel Designer (TD) role is varied and broad. It is distinct because it is not just "sales", it is high-touch project management and service role.
The Discover Call
Design & DMC Collaboration
The Feedback Call
Lead to Connection
Building the itinerary
The Inspire Call
The booking & handover
The Bon voyage Call
The Welcome Home Call
As you can see there are many steps in the TDs relationship with the client, we will go into more detail later in this course.
Why this function matters to the Ecosystem
Sales is the driving factor in our business performance. Put simply, they bring in the money.
The Front Line
The Architects
The Connector
They are the "face" and "voice" of Jacada for the majority of the client's decision-making process. They are the first human contact a potential new client has.
They don't just sell; they create. Every trip is built from scratch. They must translate the "Brand Promise" (created by Marketing) into a tangible reality.
They rely on every other department to deliver what they have sold. If Sales doesn't deliver, the business doesn't exist; but if the rest of the ecosystem doesn't support Sales, they cannot deliver.
Get to know: Sales
Elise Brewster
Created on January 8, 2026
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Transcript
Sales
Click each button below to learn more.
WHO
WHY
WHAT
HOW
How they work with the business
How they work - The client journey lens
The "Ecosystem" Trigger:
New Business
Repeat Journey
They are responsible for the quality of data entering the system.
They pick up the "warm lead" generated by Marketing, building trust with the client.
Nurture the client in between trips
They move the client from "interested" to "committed" through the booking journey and handover.
If a TD doesn't nurture relationship the client may not come directly to them for future trips.
If a TD enters poor data at the booking, Ops cannot manage the logistics with DMCs correctly & Concierge cannot wow the client.
Who the team is
Led by Phil Cowie, Sales & Operations Director, the team is structured by regions:
AFRICA
LATAM
APAC
Europe
MESR
Heads of Travel Design (HOTD) own the strategy for the region.
Sales Managers own people management and coaching.
Head of Service Excellence Working to support all regions they are focussed on quality assurance, minimising complaints and maximising repeats & referral rates.
Product Managers They source our product, manage DMC relationships, and team knowledge.
Travel Designers (TDs) Region-specific experts who design our clients trips.
What they do: The Client Journey
The Travel Designer (TD) role is varied and broad. It is distinct because it is not just "sales", it is high-touch project management and service role.
The Discover Call
Design & DMC Collaboration
The Feedback Call
Lead to Connection
Building the itinerary
The Inspire Call
The booking & handover
The Bon voyage Call
The Welcome Home Call
As you can see there are many steps in the TDs relationship with the client, we will go into more detail later in this course.
Why this function matters to the Ecosystem
Sales is the driving factor in our business performance. Put simply, they bring in the money.
The Front Line
The Architects
The Connector
They are the "face" and "voice" of Jacada for the majority of the client's decision-making process. They are the first human contact a potential new client has.
They don't just sell; they create. Every trip is built from scratch. They must translate the "Brand Promise" (created by Marketing) into a tangible reality.
They rely on every other department to deliver what they have sold. If Sales doesn't deliver, the business doesn't exist; but if the rest of the ecosystem doesn't support Sales, they cannot deliver.