Sr. Manager Content & Travel Experience

About the role:

We are seeking a dynamic Senior Manager who possesses the skills and drive to empower our team to excel. As we expand our operations, we need an adaptable leader who can navigate the evolving landscape of our industry and Spotnana. This role requires a blend of people and business leadership, where you will inspire and guide your team while translating vision into actionable strategies. Your role will involve coaching and developing leaders to understand customer needs and deliver exceptional service, all while embodying positivity, creativity, and problem-solving.

Your typical week -

• Develop and execute the content, commercial, and delivery strategy for Spotnana's launch in India and Asia.
• Serve as the primary point of contact for Spotnana in India and Asia, fostering essential relationships in the market.
• Lead the project plan execution to ensure timely delivery.
• Identify and recommend airlines, hotels, and other travel service providers to establish a new corporate travel model.
• Negotiate access and API agreements, as well as commercial arrangements with suppliers.
• Collaborate with operations and finance teams to ensure compliance with service, payment, and tax procedures.
• Liaise with product teams to align on content and product requirements.
• Develop and implement customer experience strategies and initiatives
• Analyze customer feedback and data to identify improvement opportunities
• Ensure consistent and positive customer interactions across all touchpoints
• Work effectively to ensure smooth operations for the team and clients, and promptly escalate issues to Spotnana departments where further investigation is required.
• Monitor customer metrics and reporting on CX performance
• Develop and implement strategies to improve customer interactions across multiple touchpoints and channels
• Analyze customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience
• Collaborate with cross-functional teams, such as marketing, sales, product development, and the customer service team, to align customer experience efforts with business goals and objectives
• Design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations
• Train and educate staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization
• Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders
• Monitor our technology platforms stats to ensure client requests are actioned in a timely manner and ensure fair team workload.
• Take an active role in identifying areas to improve our processes and making sure team processes are kept up to date.

Administrative duties associated with the position which include but are not limited to new hires, reports, reviewing new clients, team training, monitoring new team members and their workflow. Flexibility with shifts will be required.Readily available during off hours for internal meetings, escalations, team and client issues.

Your experience and skills -

• Stellar communication skills in English.
• Travel knowledge - understanding GDS’s, TMCs, etc.
• Solid computer skills and the ability to seamlessly navigate multiple tools and systems.
• A passion for customer satisfaction and providing high touch, white-glove support.
• Proven ability to work with a wide range of internal and external stakeholders, including vendors.
• Flexibility to work shifts on a rotating basis and extended hours as needed.
• Previous experience in leading a team, creating work schedules, handling complaints.

Good to have:

• Additional bilingual language proficiency in one or more of the following languages is a plus: German, French, Portuguese, Swedish, Norwegian, Italian, Spanish or additional languages.
• Comfortable and acclimated with Google Suite, Jira and Notion to enhance team collaboration and productivity.