Customer Experience Manager

2 semanas atrás

Lisboa, Lisboa, Portugal Transforma Travel Group Tempo inteiro

The Learning Adventure is a leading educational tour provider for school and university students, operating educational trips across the globe. The company focuses on offering bespoke itineraries that deliver prescribed learning outcomes and unique, engaging activities to inspire the next generation of global citizens.
The Learning Adventure is part of the Transforma Travel Group, a leading youth travel company. Transforma's family of brands create culturally enriching, off-the-beaten-track, and educational adventures for travellers and students alike. Across all our brands, our mission is the same: to expand minds through transformative travel experiences.
We provide exceptional educational travel experiences. As a new department within our company, we are seeking someone who will be excited to develop and enhance our client journey further, ensuring that our clients receive the highest standards of care and service. A person who is an experienced and knowledgeable Client Experience Manager to recruit, lead, motivate, and develop a dedicated new global Client Experience team responsible for delivering a smooth and stress-free travel experience for our valued Learning Adventure clients, from the post-booking stage to the point of departure. This role is for a process-driven, personable professional with excellent communication skills, who excels at creating and delivering efficient and effective systems between departments and for clients. As the clients' main point of contact with the company post-booking, your team collaborates internally with other departments, to ensure a smooth transition for teachers from pre-departure to the travel experience itself.
Responsibilities: Team leadership: Recruit, develop, motivate, and manage our new global client experience team, fostering excellence and recognition.Training: Develop and implement effective training programs to ensure your team possesses in-depth knowledge of travel documents, itinerary details, destination information, and risk management procedures.Client Journey: Ensure the client is at the heart of everything we do, that every stage of our client journey post booking and pre-departure is established, clear, excellently executed and all SLAs and touchpoints with clients are upheld. Reviewing feedback, identifying trends to raise service levels and resolve complaints to ensure client satisfaction and advocacy.Operations: Collaborate with the regional sales and operations teams to ensure smooth and effective processes, implementing new processes as needed.Pre-departure Documents: Compile and maintain comprehensive pre-departure information packs and presentations for teachers, including administrative travel information, destination guides, itinerary details, risk management protocols.Public speaking: Train your team to deliver successful pre-departure virtual presentations for teachers on cultural expectations, packing lists, and itinerary highlights.Managerial excellence: Demonstrate leadership and managerial responsibilities.Strategic ability: Work alongside the Head of Commercial and other managers to make bold but smart strategic decisions, which achieve our growth objectives and are aligned with our values and mission.Process-driven: Proven experience of new process design and implementation.Communication ability: Must be able to work with and inspire the client experience team. Needs to be able to communicate company messaging to key clients and stakeholders effectively.Client-Centric Driven: Proven track record of developing and maintaining strong relationships with clients (ideally teachers or educational institutions) through active listening, empathy, and conflict resolution. Deliver tangible client satisfaction results and support our repeat client growth goals.Operational ability: Must be able to effectively uphold processes, execute on plans, in an organized and efficient way, in-line with company timelines and schedules.Country and industry knowledge: Passion about the regions we travel to is paramount.Experience: Minimum 3-5 years of experience in a customer service leadership role, preferably in the educational travel market.Proven track record of success in building and motivating high-performing teams, preferably within remote teams.Experience working with or for teachers or institutions, or a unique understanding of teachers' common pain points, needs, and ideas for alleviating these for them.Proven track record of delivering high levels of customer service feedback.In-depth knowledge of travel industry best practices, particularly related to group travel and educational school programming.Knowledge of Asia, Europe or the Americas and ideally travel experience in the region.A passion for travelIf you don't exactly meet the experience criteria but your competencies align with the description, then we still want to hear from you.
What you get from us: Responsibility: Freedom to execute on your ideas, plan your own schedule, and build the change you want to see in the organization.Support: We'll invest time in you to allow you to succeed. It is important to us that our team members develop professionally during their time with us.Opportunity: We are a rapidly growing company in our space and work hard to recruit internally. We expect to move from a medium- to large-sized entity within 5 years.Fun, growing team: Our global offices are growing – be part of the action and grow alongside us.Terms: You will be reporting to the Head of TLA Sales.Competitive salary, dependent on experience.Based in Lisbon.
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