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Senior Journey Designer

1 month ago

Heidelberg, South Africa Executive Placings Full time

Are you an experienced Inbound Tour Consultant with experience supervising staff working for a Travel Destination Management Company looking for a position closer to home on the East Rand of Johannesburg? My client has a position available. Other possible hybrid locations available but prefer East Rand.

The purpose of the role:

In the role of Journey Designer – Team Leader is to provide guidance, inspiration, and training to the Consultant Team and boost sales by nurturing key account connections. It is paramount to guarantee efficiency and profitability with an emphasis on outstanding service and customer-centric experiences.

Experience required:

Must have a minimum of 5 years inbound consultant experience in Southern & East Africa (luxury market)

Must have a minimum of 2 years in a managerial/supervisor role

Tourplan proficiency 

Duties include:

Reservations

Monitor team quoting and operational accuracy for excellence

Distribute workload and oversee quotation checks

Guide the team to achieve goals, deadlines, and sales targets

Support system use and process optimization

Drive profitability through margin control, sales training, and upselling

Improve service/products through customer feedback communication

Assist consultants with queries on received complaints

Possess excellent understanding and experience working on TourPlan 

Team Leadership

Determine the number of consultants required with management

Define specific requirements, create job descriptions, and participate in interviews

Maintain records of leave/off days/additional days worked

Foster motivation, team spirit, and open communication

Establish clear staff targets, conduct appraisals, and participate in disciplinary procedures

Develop and support staff, ensuring proper onboarding

Develop a system to manage remote consultants 

Sales 

Cultivate excellent agent, supplier & guest relationships

Guide the team through the customer journey and exceed sales targets

Investigate and understand customer and operators' business requirements

Accounts

Oversee adherence to processes in invoicing, Paper trail, etc.

Assist the team in resolving account queries

Demonstrate an understanding of cost, profit, net, and gross selling prices

Manage the reconciliation of cancelled tours

Additional Duties

Stay aware of competitors' products

Participate in occasional educational /familiarization travel 

Demonstrate excellent communication skills and customer care

Provide input to the Management decision-making process

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