Operations & Experience Manager – Africa
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Job Description
Operations & Experience Manager leading UJV's Africa Ops and Guest Experience team. Collaborating on high-complexity travel proposals and ensuring operational integrity.
Responsibilities:
- Oversee the support of the Sales team in the design of high-complexity proposals
- Create and maintain the workflows the team uses
- Design and enforce the 'Immediate Response' SLA for the 24/7 WhatsApp support lines
- Act as the primary negotiator for agent escalations or difficult property negotiations
- Level up the technical safari knowledge of the Guest Experience and OPS teams
Requirements:
- 5+ years of leadership experience within a Tier-1 DMC or an elite Safari Tour Operator
- Deep-seated knowledge of the East & Southern African luxury hotel & safari portfolio
- Extensive industry contacts and the ability to pressure-test any itinerary for real-world feasibility
- Experience in CRM management and project management tools
Benefits:
- Health insurance
- Flexible working arrangements
- Professional development
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