Group Trips Manager at Luxe Tribes Jobs in Kenya
Department lead Responsibilities:
- Oversee relationships with vendors, tour operators, hotels etc. and ensure that they meet our quality standards and offer flexible terms and competitive prices.
- Oversee client information and financial records.
- Managing a departmental budget and forecasting budgetary requirements.
- Identify ideal customer profiles and map customer journeys to identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions and engagements – from purchase to product return to customer support.
- Liaise with internal teams to ensure that gaps in the customer experience- irrespective of where they occur in the journey – are plugged.
- Regular communication with internal stakeholders and other customer-facing teams to identify gaps and opportunities.
- Raising red flags wherever the business process – billing, installation or anything pre or post-sales – needs correction to ensure the customer has a seamless experience with the company.
- Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered
- Monitor competition and Identify opportunities to reach new market segments
- Come up with recommendations to better company efficiency & improve customer satisfaction on group trips
- Organize communication efforts for upcoming trips - work with the team to ensure we are providing useful information to clients before each trip
- Act as the main point person for major customer service complaints as well as all ongoing trip updates and co-ordination concerns
- Manage a small team of experienced coordinators and ensure they carry out their responsibilities during the trip
- Ensure proper approval for customer discounts, trip credits/transfers
Travel Role and Responsibilities
- Part of your position will entail occasional traveling to some countries on our group trip calendar list and ensuring each trip goes smoothly
- Stay up to date with the latest travel trends and incorporate them into future experiences for clients
- Liaise with vendors, exhibitors, and stakeholders during the event or travel planning process to ensure everything is in order.
Working hours
- This is a full-time remote position requiring approximately 40 hours per week
- You will be paid every month by the 25th of each month
Qualifications:
- Proven experience in travel industry trends, team management, and travel planning.
- Strong understanding of business operations and strategic planning.
- Knowledge of luxury travel destinations and experiences
- Exceptional organizational, communication, and leadership skills.
- Ability to handle multiple projects simultaneously and meet tight deadlines.
- Tech-savvy with proficiency in travel planning software and tools.
- Customer-oriented mindset with a strong focus on enhancing customer experience.
- Bachelor's degree in a relevant field is preferred and willingness to travel as needed.
- Looking for a seasoned travel agent who can join our team full time
- Understands what it takes to provide excellent hospitality and is numbers oriented