Ground Experience Manager, Asia Pacific
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Job Description
Ground Experience Manager providing real-time support for Jacada Travel’s personalized luxury trips in Asia Pacific. Monitoring bookings, resolving disruptions, and coordinating local travel partners remotely.
Responsibilities:
- Provide real-time support to clients on active trips via WhatsApp, phone, and email during shifts, with a 15–30 minute response-time expectation
- Proactively contact clients multiple times during their trips to ensure ongoing support
- Liaise with DMCs and ground operators to resolve client issues quickly
- Log client contacts and issues in the CRM, categorising and escalating as appropriate
- Monitor active bookings for potential issues such as delayed flights, weather, and local disruptions
- Act proactively to prevent or resolve problems
- Work with Travel Designers, Product, and management on during- and post-trip feedback
- Report trends, recurring issues, and DMC performance to the wider team
- Provide round-the-clock regional coverage through a fixed rotating schedule shared with one other GEM
- Cover the colleague’s annual leave once per year, for up to 11 consecutive working days during the quiet season
Requirements:
- Minimum 5 years’ experience in client-facing complaints handling or high-stakes customer service
- Experience ideally in luxury travel, hospitality, or a premium service environment
- Exceptionally calm and reassuring under pressure
- Confident and independent decision-maker
- Flawless written and spoken English
- Japanese language skills preferred
- Strong understanding of Japanese culture preferred
- Reliable and consistent
- Highly organised and able to manage multiple live client situations simultaneously
- Comfortable working remotely and independently without direct supervision
- Good with systems
- Ability to actively listen and communicate confidently with empathy and self-awareness
- Curious and open-minded attitude toward challenges
- Ability to develop clear, actionable insights and implement quick, effective solutions
- Openness to learning and adapting
- Flexibility to take on varied tasks and support colleagues
- Big-picture mindset
- Collaborative team-player able to work in a self-directed environment
- Love of learning about local cultures and enthusiasm for travel
- Passion for conservation and travel with a positive impact
- Availability to work the fixed rotating schedule: GEM 1 Monday–Friday or GEM 2 Thursday–Monday
Benefits:
- 25 days of paid annual leave in addition to bank holidays
- Bank holidays can be worked and taken whenever employees want throughout the year
- Agile hours to support work-life balance
- Mental health first-aiders
- Dedicated Employee Assistance Programs (EAPs)
- Bupa Mental Health support for employees based in the UK
- Monday meditation sessions
- Comprehensive initial three-week training program
- Ongoing training and career development opportunities
- Career progression opportunities
- Optional quarterly team socials
- Annual summer and winter soirées for in-office and remote team members
- Casual dress code
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