Product Administrator at Hemingways Travel

 JOB SUMMARY

• The Product Administrator supports the management and development of Hemingways Safaris' East African product portfolio. The role is responsible for supporting supplier relationships, product administration, supplier vetting, market research, and the maintenance of accurate product information across company systems.
• The role also manages the Agent Zone to ensure travel partners have access to up-to-date product information, rates, marketing materials, and destination updates. In addition, the Product Administrator supports educational visits, familiarization (FAM) trips, and communication with suppliers and trade partners.

KEY RESPONSIBILITIES

Supplier Contracting and Administration

• Negotiate and finalize contracts with local suppliers, including hotels, transport providers, activity operators, and other service vendors. .
• Conduct thorough vetting of new suppliers to ensure quality, compliance, and alignment with company standards.
• Maintain accurate and up-to-date supplier records, contracts, rates, and related product information.
• Monitor supplier performance and ensure adherence to contractual obligations and quality standards.

Supplier Relationship and Service Management

• Build and maintain strong, strategic relationships with suppliers to secure favourable terms and ensure reliable service delivery.
• Manage and resolve supplier-related complaints swiftly and effectively while maintaining high customer satisfaction.
• Identify and escalate supplier performance, contractual, or service-quality concerns where necessary.

Product and Market Support

• Support the management and development of the company's East African product portfolio.
• Conduct market research and keep customers and relevant internal teams informed about new products, services, and emerging market trends.
• Collaborate with the Sales and Marketing teams to communicate product updates and market insights.
• Develop and implement process improvements to streamline supplier operations and enhance the customer experience.

Agent Zone Management

• Manage and maintain the company's Agent Zone/Agent Portal.
• Ensure product information, rates, itineraries, images, marketing collateral, and destination content are accurate and up to date.
• Upload new product information, offers, supplier updates, and destination content.
• Coordinate with the Sales, Marketing, and Operations teams to ensure relevant content is communicated to agents
• Support agent onboarding and respond to basic Agent Zone queries.
• Monitor Agent Zone usage and identify opportunities to improve its content and functionality.

Agent Engagement and FAM Trips

• Coordinate marketing activities, educational visits, and familiarization (FAM) trips for agents.
• Liaise with suppliers and internal teams to arrange itineraries, accommodation, transport, activities, and supporting materials.
• Maintain effective communication with agents, suppliers, and trade partners before, during, and after the visits.

PREFERRED QUALIFICATIONS:

• A minimum of 3-5 years of experience in a similar role within a Destination Management Company or the wider tourism industry in East Africa.
• Proficiency in travel management software and the Microsoft Office suite.