Ground Experience Manager – Europe
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Job Description
Ground Experience Manager enhancing client travel experiences remotely from Egypt, Turkey, or Morocco. Responsible for real-time operations and client support during trips.
Responsibilities:
- Providing real-time support to clients on active trips via WhatsApp, phone, and email during your shift.
- Proactively reaching out to clients multiple times during their trip.
- Liaising with DMCs and ground operators to resolve issues quickly on behalf of clients.
- Logging all client contacts and issues in our CRM, categorizing and escalating as appropriate.
- Monitoring active bookings for potential issues (delayed flights, weather, local disruptions).
Requirements:
- A minimum of 5 years’ experience in client-facing complaints handling or high-stakes customer service, ideally in luxury travel, hospitality, or a premium service environment.
- Exceptionally calm and reassuring under pressure.
- A confident and independent decision-maker.
- Flawless written and spoken English.
- Reliable and consistent with a highly organized approach.
- Comfortable working remotely and independently, with the discipline to perform to a high standard without direct supervision.
Benefits:
- 25 days of paid annual leave in addition to bank holidays.
- Access to mental health resources and Employee Assistance Programs (EAPs).
- Comprehensive initial training program and ongoing development opportunities.
- Agile hours to support work-life balance.
- Social events and activities throughout the year.
- Private medical care for UK employees.
- Flexible bank holiday schedule.
- Dog-friendly office policy.
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