Job Vacancies at Travelopia

• As the Aftersales Executive, you will be primarily responsible for dealing with Aftersales Support to ensure that our customers receive outstanding service at every opportunity.

What you will be doing

This is an extremely varied role, covering a mixture of Aftersales Support, Operations, and Oversees support, as well as handling Customer relations, despatch, and Health and Safety matters. Your key responsibilities include:

Aftersales and Sales Support:

•  quoting amendments and cancellations on bookings, collaborating closely with suppliers to check pricing and product availability
• Upselling travel extras such as excursions, car hire or airport lounges
• Handling a number of email inboxes (Cancellations, Customer Services, Supplier)
• Quality checking bookings and feedback on any errors to relevant teams

Operations and Overseas Support: 

• Managing any changes or in-resort issues that occur, ensuring they are dealt with in a seamless and efficient manner whilst exceeding customer happiness
• Play an active role in Incident Management Team. Operations is an integral part of dealing with incidents and you will play an active role during any crisis situation by communicating with customers and ensuring you follow all set policies and procedures
• Manage and support the day-to-day relationship with our DMC’s across all Tailormade brands
• Be willing to join our Out Of Hours team being on-call once every 6 weeks

Despatch: 

• Making sure all third-party ancillary products are booked, checking all documentation is printed, checked and posted, as well as answering any enquiries

Health & Safety: 

• Monitor, report and respond to any H&S complaints through in-resort, post-holiday and customer feedback comments, making sure appropriate action is taken

Customer Relations:

•  Investigate, document and respond to post-holiday complaints within set internal and external timeframes with a view to exceeding customer satisfaction and meeting the needs of the business
• Liaise with suppliers and internal departments to improve the recovery and compensation and provide information for Quality Assurance

What we are looking for

• To be successful in this role, you will be able to deliver a high level of customer service and have a dedication to exceeding customer expectations at all times. As well as being calm under pressure and able to make decisions quickly.
• Knowledge of a GDS system such as Amadeus or similar as well as prior experience in a ticketing role, issuing, reissuing, fare rules and fare calculations is crucial.
• Attention to detail, fantastic organisational skills and always being positive and hard-working, with a willingness to take ownership of a situation as needed, are all essential skills to succeed in this team.
• The ability to be flexible, able to meet tight timeframes, and able to sometimes work extra hours during a time of crisis to ensure we are there for our customers when it’s most needed.
• We also require proficiency with Microsoft Office (Outlook, Teams, Excel, Word).
• Lastly, prior experience in a travel or aviation related role is important to allow you to provide the best service to our customers.

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About the role:

• The Commercial Specialists are experts for a specific region of the world with responsibility for the pricing of trips, answering pricing queries from the Sales team, overlooking the capacity on sale, tactical pricing, and competitor analysis, working in close collaboration with our Product, Inventory and Marketing teams.

What you will be doing:

• Take costings from the Product team and convert them to selling prices, in line with Exodus margin and selling price guidelines
• React to changes in flight availability and other operational changes that impact costs and adjust selling prices accordingly.
• Liaise with relevant Product Managers to increase/decrease capacity accordingly, ensuring sufficient time is given to enact changes to maximum yield
• Liaise with Sales where guaranteed trips need to be cancelled to maximise re bookings and customer retention
• Flag low trip fill concerns early to allow commercial decisions to be made with time to influence outcomes
• Generate regular push lists for circulation to Marketing to drive yield where risks and opportunities exist
• Stay on top of competitor activity in the UK and North America to advise was/now pricing, Gateway product & pricing and other promotional activities to ensure we stay competitive but differentiated in the market

What we are looking for:

• Prior experience in either Commercial, Product and/or pricing is required
• Has high standards of attention to detail along with the ability to prioritise workloads against tight time frames
• Excellent English, both written and verbally
• A strong appreciation for the operational requirements of a business
• IT literate (especially Excel, PowerPoint and Word)
• Likes to get their sleeves rolled up and be involved
• Quick problem solver who can easily assimilate new methods and tools

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About the role:

• The Commercial Team Leader will lead a team of three other Commercial Executives who are experts for a specific region of the world with responsibility for the pricing and yield management of their portfolio of products. The team leader will complete all the same tasks as the Commercial Executives but across a smaller portfolio to allow time for team leadership activities.

What you will be doing:

• Ensure the team have all the information they need and are comfortable using it on a daily basis to help them make the decisions required in their roles
• Work with the Head of Commercial and key members of the Commercial team to identify training needs and/or gaps in the tools the Commercial Executives need to improve efficiency and output
• Take costings from the Product team and convert them to selling prices, in line with Exodus margin and selling price guidelines
• React to changes in flight availability and other operational changes that impact costs and adjust selling prices accordingly.
• Liaise with relevant Product Managers to increase/decrease capacity accordingly, ensuring sufficient time is given to enact changes to maximum yield
• Liaise with Sales where guaranteed trips need to be cancelled to maximise re bookings and customer retention
• Work with Product, Marketing and other key stakeholders to ensure any promoted product has the required capacity and available airlift to improve sales
• Be ready to report upon key characteristics of our competitors, helping to advise decisions around commercial strategy and promotional activity

What we are looking for:

• Proven experience in a similar role or equivalent from the travel industry is required
• Experience in being flexible, and adaptable to change, remaining proactive and resourceful
• The highest level of integrity, intellectual honesty, and strong work ethic
• Strong written and verbal communication skills in English
• IT literate (especially Excel, PowerPoint and Word)
• Likes to get their sleeves rolled up and be involved
• Quick problem solver who can easily assimilate new methods and tools

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Summary

• The Product team is the hub of the business. And our dual goals are to deliver the best customer on-trip experience, alongside maximum volume and margin for each product we operate. We do this through the choice and management of a global network of quality overseas suppliers. The Product Manager remit is to innovate, develop, plan and deliver the trips in their region.

What you will be doing:

• You will manage up to 40 products and their suppliers (normally between 15 and 25 different suppliers) within your region. Your tasks as Product Manager will include:

Product Planning

• New Product Development where identified in our strategic planning and where real opportunities are spotted. In conjunction with Senior product managers to ensure the best outcome.
• For existing itineraries to make careful decisions on itineraries, inclusions, dates and capacity to ensure maximum customer value, volume and margin.
• Competitor offering monitoring – supervising product ranges and expected volumes of key competitors to advise decisions on product planning and capacity.

Negotiating and Contracting

• Work with your manager to identify your procurement and contracting targets for coming year.
• Negotiate with your local operator suppliers to ensure we have the most competitive rates and a range of other benefits or requirements including payment terms.
• Where vital, manage a tender process with multiple suppliers.
• Finalise agreements with signed contract terms and conditions.

Supplier management

• Manage a positive and constructive relationship with your range of local operators throughout the contracting and operational cycle.
• Ensure they remain able to deliver our product to the required standards through appropriate management and communication as needed.

Trip literature and content

• To produce inspiring, quality and accurate trip descriptions, which maximize sales and ensure customer expectations are met or exceeded.

Quality, Sustainability and Safety Management

• Work with overseas suppliers, customer services, operational quality, sustainability staff and your manager to ensure the products under your responsibility operate to the highest appropriate standards of quality, sustainability and safety.

This will include:

• Review, sharing and actions on Customer Survey Questionnaires.
• Facilitating and assisting to complain answering, which usually involves investigation with local partners.
• Understanding and delivering balanced travel initiatives on trips such as plastic and carbon reduction.
• Collecting and sharing information for Trip Risk Assessments and other Health and Safety information.

What we are looking for:

• A motivated and inspiring individual to help deliver outstanding product experiences to our customers and profit to the business.
• Experience of product management in a travel or tour operator business.
• Excellent attention to detail. Good written English. Strong analytical skills. A willingness to learn and develop.
• Ability to prioritise and manage workloads on a day to day basis
• An understanding or experience in outdoor or adventurous activities such as trekking, walking or cycling. Extensive travel global experience.
• IT literate - Excel, PowerPoint and Word.

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What you will be doing

• This position emphasizes consulting and relationship building with our Le Boat German-based customers and requires a self-assured and upbeat telephone presence, as well as the capability to convert leads into sales. You will use your exceptional communication skills to correspond with customers by phone and email. As well as a focus on sales, you will be responsible for all aspects of administration and support from creating leads to giving quotes, to booking and also supporting customers with any pre-travel queries.

What we are looking for

• We require you to be fluent in the German language (written and verbal) and have a good understanding of English in order to give the best customer experience to our German based customers
• Prior experience in a sales and customer service role is crucial
• You will need to be customer driven with an enthusiastic and proactive approach
• Able to prioritize tasks and be flexible when needed
• Be organised and able to meet expected timelines
• Proficient with Microsoft packages (Word, Excel, Outlook, Teams)
• Lastly, a passion for travel and boating is always welcome!

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What you will be doing:

• Engaging with your team to develop and implement data driven CRM strategies to increase repeat custom and improve loyalty and retention
• Optimizing the CRM across multiple marketing channels to maximise return on investment and build efficient sales processes for lead generation and task management
• Owning positive relationships with specialist partners to ensure the successful delivery of the CRM roadmap, ensuring strong tools, predictive models and operational processes are in place, collaborating with Finance, Operations and Technology
• Budgeting and forecasting departmental spend on a monthly basis
• Using customer data to activate direct and email marketing activity, getting to know how our customers react to different products like brochures, offers, timings, formats, etc
• Leading a project across Le Boat to grow and accurately maintain the CRM database

What we are looking for:

• Experience leading a CRM team demonstrating excellent interpersonal and leadership skills, providing opportunities for their learning and development
• Extensive knowledge of acquisition and retention marketing techniques in a B2B and B2C environment
• Technical knowledge of automation and CRM systems such as Hubspot, Dynamics or Salesforce (Hubspot experience particularly desirable)
• A commercial outlook and the ability to lead project delivery through multiple global partners
• Strong attention to detail, with excellent analytical and decision-making skills, analysing performance to make recommendations and action plans to increase revenue

About You:

• You are an experienced senior manager who will bring proven knowledge in CRM
• You are driven to keep the customer at the heart of everything you do, and have a passion for improving performance through hands-on delivery
• You are innovative and enjoy solving problems, bouncing back from challenges with a positive outlook