Head of Sales & Customer Service

Reports To: Vice President of Sales
Position Type: Full-Time, Exempt
The Fayetteville Advertising and Promotion Commission is a governmental unit of the City of Fayetteville, managed independently. It is the over-arching organization that manages Experience Fayetteville, Fayetteville Town Center, and the historic Walker Stone House. The Advertising and Promotion Commission is primarily funded by a 1% tax on lodging and prepared food.

The Sales and Services Manager supports Experience Fayetteville's sales team by making sure every group that books Fayetteville gets an exceptional experience from contract to departure. This role takes ownership of signed business, keeps our CRM data accurate and complete, and helps generate new leads. It supports the entire sales team, including the Vice President of Sales and sales managers, so the team can stay focused on selling and on strategic, high-impact accounts. The core focus is client servicing and data accuracy. This position reports to the Vice President of Sales.

Client Servicing

Take over groups once contracts are signed and serve as the main point of contact through the event.

Coordinate client needs such as hotel room blocks, venues, transportation, attractions, restaurants, welcome materials, and visitor guides.

Connect planners with local partners, including hotels, venues, restaurants, and attractions, and manage referrals and leads to partners.

Plan and support site visits and FAM tours alongside the sales team.

Provide on-site support for select groups and events.

Follow up after events to gather feedback, confirm actual attendance and room nights, and identify rebooking opportunities.

CRM and Data Management

Enter and maintain all leads, bookings, accounts, contacts, and activity in IDSS.

Track room nights, attendance, and economic impact for every booked group.

Produce monthly sales and servicing reports to support team and organizational KPIs.

Maintain clean, consistent data standards across the sales team.

Sales Support and Lead Generation

Represent Experience Fayetteville at select tradeshows, sales missions, and industry events, sharing tradeshow travel with the sales team to spread the workload.

Prepare proposals, bid materials, and sales collateral.

Serve as an extra set of hands for the sales team during busy periods and major events.

Bachelor's degree in hospitality, tourism, business, marketing, or a related field, or equivalent experience

sales, group sales, catering, or event services experience preferred

Experience with a CRM system; Very detail oriented, organized, and comfortable managing many groups at once

Strong written and verbal communication skills, with a friendly, service-first approach

Able to work some evenings and weekends for events and site visits

Able to travel overnight

This position requires frequent use of a telephone and computer. Visual acuity to work on a computer screen and view written materials is required for this job.

Frequent evening and weekend work is expected. This position works in a multi-setting atmosphere, with some outdoor exposure during the workday. Accommodations may be made to help you be successful in performing the essential job functions.

Experience Fayetteville offers a competitive benefits package for full-time employees, including:

Health, Dental, Vision and Life Insurance: We pay 80% of employee health care premiums and 60% of covered dependents.

Medical Flexible Spending Account and Dependent Spending Account

Employee paid supplemental insurance policies such as disability, life insurance and more

We match employee retirement contributions up to 5%.

Paid Leave: Vacation, holiday, floating holiday and sick time

All applications are subject to potential public disclosure under the Arkansas Freedom of Information Act.

#