Operations Manager at Luxe Tribes

About the job

Position overview

Luxe Tribes (www.luxetribes.com) is offering a full-time position as our Group Experiences Lead.

We are looking for a confident group experiences lead who is able to manage both people and travel events for our group travel experiences. In this position at Luxe Tribes you will be responsible for coordinating efforts to meet strategic targets within our group trips department and ensuring the highest level of quality is met on each of our group trips.

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 mapping 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 prior to each trip
• Act as the main point person for major customer service complaints as well as all on-going trip updates and co-ordination concerns
• Manage a small team of experience coordinators and ensure they carry out their responsibilities during the trip

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.