A brand hallmark of arrivia has always been its in-house call centers which includes our membership sales division. And it goes without saying that one of the most remarkable achievements throughout the pandemic has been the reengineering of our Membership Sales process to provide more consistency in service, better focus on features and benefits and an optimization of the team selling partner products across the globe.
This effort is led by Chris Cole, Senior Vice President of Global Membership Sales. Chris is an exceptional motivator who wakes up daily with a passion and commitment to drive excellence. Sitting at the helm of the most challenging times in modern history, Chris led an initiative to push his team of 300 sales associates beyond the challenges at hand to:
• refine our selling methods
• enhance the value delivered to members
• optimize lifecycle lead management
• establish new products
• deliver new engagement models for our partner programs
Chris orchestrated many changes in which the company realized immediate benefits; re-engineering existing memberships to introduce a brand-new concept with a lower cost, monthly subscription to keep pace with the changing world around us and implementing virtual face/face selling to enhance customer conversation through video for select programs.
Having worked for arrivia for more than 16 years, Chris is an industry veteran who knows the organization inside and out and has grown among the ranks to become an exceptional senior leader and motivator. Not only did he implement new programs for members, he was also faced with navigating and motivating his teams in a nearly 100% virtual setting (almost overnight, when the pandemic locked the world down). Chris took the time to create programs he could replicate across the globe and instituted associate engagement models utilizing real-time blogs and contests, weekly/global virtual leadership and quarterly rewards/recognition events to celebrate successes. The teams were ecstatic and didn’t skip a beat. In fact, many thrived and became more effective at their jobs as they struck a new balance in their lives—working from home to help support their families cope with the pandemic.
Chris lives and breathes arrivia’s core values of:
• Keeping it Real, by earning trust through open, honest and clear communication.
• Owning it, always seeking ways to make an impact and taking-action.
• Winning Together, as he continually creates a culture of connection and inclusion where everyone can be their best.
Working among more than 2,500 employees, Chris is always a star-performer. In fact, he was recently recognized as Executive of the Year at arrivia’s annual global awards presentation. He was awarded an all-expense paid week-long New England cruise sailing later this year.
Known as a caring and dynamic leader by all in arrivia, Chris has led the Memberships team to outstanding performance throughout the pandemic. The results speak for themselves;
Budget beating revenue: Chris’s teams outpaced budgeted revenue by $2M! despite partner programs and worldwide travel recovery being much slower than anticipated.
Record member engagement: He effectively increased upgrading members using additional benefits by more than 20%–even with travel being dramatically impacted due to the Delta and Omicron variants.
Best-ever cancellation rates: Chris lead the charge with decreased member cancellation by more than 6 point—from 2019 and 2020 levels.
All of which are a byproduct of his outstanding leadership this year.
But most important of all, Chris has built a cohesive, collaborative team across the enterprise that believes anything can be done… and shows it month in and month out.