AddressReporting to: Chief Operations Officer TRAVLR
Contract - Full Time, Melbourne Based Only (No remote applications will be considered)
Direct reports - Direct Report & Management of Concierge Members across Australia, Bali & Philippines
The Role
TRAVLR is a revolutionary white label travel platform connecting companies, fintech businesses & content creators to the global travel industry under a highly customisable, branded end-to-end travel marketplace. The TRAVLR platform is licensed by some of the world’s leading companies including Newscorp, Concrete Playground, Explore and LayBuy.
As a leader at TRAVLR, you will be in charge of a broad scope of customer service processes and sales activities across the entire travel concierge division - from people management, operations and process improvement, to creating sales KPI’s and triggers in line with business objectives and goals - all while leading by example and handling customer enquiries across the various brands and partners.
Main responsibilities:
Supervising the TRAVLR Travel Concierge team in Australia, Bali, Philippines and elsewhere as required including; training and procedure rollouts, escalations, resources, rostering, process improvement & support where required.
Develop and implement strategic sales plans to achieve sales targets and maximize revenue generation.
Drive sales growth by proactively identifying and pursuing new business opportunities, including corporate accounts, group bookings, and partnerships with other businesses.
Respond to Travel queries as required, online via chat, email and over the phone.
Provide exceptional customer service by understanding clients' travel preferences and needs, offering expert advice, and tailoring travel packages accordingly.
Oversee the end-to-end travel booking process, including itinerary planning, reservations, ticketing, and accommodations, while adhering to company policies and industry regulations.
Maintaining Customer Experience across various systems such as Intercom and our CMS.
Help improve customer processes that are sales and service-focused - growing our Customer Reviews, NPS, and Sales every month.
Continually optimize the use of Intercom for customer engagement and communication, ensuring timely and personalized responses to inquiries and feedback.
Identify opportunities to automate repetitive tasks and streamline workflows across Intercom, the CMS, and finance systems to improve efficiency and reduce manual effort.
Collaborate with other departments, such as marketing, finance, and administration, to support business objectives and ensure seamless integration of sales and Operations activities.
Ad-hoc projects as required
Key skills needed to excel in the role include:
Leadership.
You have excellent leadership skills to supervise and oversee the entire concierge team. This ensures that initiatives run smoothly across internal teams, customers, and stakeholders. You unify groups with different backgrounds by leading by example in sales and responsibility, maintaining and achieving every single goal to create the best possible experience for our customers, and ultimately the company.
Communication.
Comfortable in being able to facilitate communication across the company (between team mates, key stakeholders, customers and others) and prevent organizational silos. You will be acting as a supervisor to all concierge members who are responsible for customer service in the business and have extensive experience in managing and mobilizing cross-functional teams.
Visionary & Goal Focused
You will be responsible for the “why” of the customer and what to do with this. You must align the company around this overarching vision. When it comes to individual goals and targets, you will ensure that they are in line with business objectives and make adjustments when necessary.
Strong customer focus.
As the concierge and sales leader you look at all solutions from the perspective of our customers and ensure they are prioritised everytime. One of the responsibilities you will have is to deeply understand the problems, needs, and desires of customers. Liaising with business stakeholders and gathering feedback from customers is necessary to build excellent customer experiences and maintain a gold star NPS and reputation every time.
Sharp Business Acumen & Passion for Sales
Successful sales processes should be maintained and created - to not only satisfy customers but also generate significant revenue. This role will require business acumen and you will need to show you have the ability to quickly evaluate the situation in the market and identify profit opportunities and keep a sharp focus on this and help grow these profits - all while maintaining Sales Targets and Growing these MoM.
Strategic Thinking
While most people focus on what is directly ahead, strategic thinkers envision what may happen in the future. They look across different industries to see the big picture, analyze large volumes of information to spot trends, and offer new approaches to old problems.
Key metrics you will oversee:
Sales, Cart Size & TTV Growth
NPS Score across all Channels
Customer Enquiry Statistics including Response, Resolution, Chat and Call Length plus More.
Skill & Characteric Requirements
Experience in Travel sales
Solution Focused & Customer Centric Thinker.
100% “Can Do Attitude” & A very organised and efficient multi tasker.
Experience in Customer Systems & Travel Technology including Intercom, Aircall, GDS (Amadeus) and others.
Strong business acumen & administration skills - A Multi Tasker and Naturally Organised.
Ability to work independently and as part of a team dynamically.
Lateral thinking, analytical and problem solving skills
Strong written and verbal communication skills
