Operations Manager at Travelstart Web Logistics

Travelstart Web Logistics - One of Europe's original online travel pioneers (launched in 1999), a company with an aggressive emerging markets growth strategy, is currently looking for a Marketing Manager in Lagos. This presents an opportunity to be part of a company with a rapid international expansion plan and to assist in building and growing the business using your entrepreneurial flair and making your mark in the Nigerian travel industry.

We are recruiting to fill the position of:

Job Title: Operations Manager

Location: Lagos

Job Description

• The role of the Operations Manager requires an online marketing professional to manage the day-to-day activities of our expanding affiliate sales force.
• This person should have strong multitasking skills, an efficient and fast paced working style and excellent communication skills to fulfil recruiting new affiliates,build relationship and grow current affiliate base, as well as offline marketing, customer acquisition and email marketing.

The role includes but is not limited to the following Areas:

• Formalised follow-up on priority pending bookings - put recovery procedure, measurement and deadlines in place. Devise and suggest other methods to motivate payment e.g. immediate payment discount.
• Ensure that conversion rates for paid bookings are not less than 30% target for the Nigerian Market.
• Demonstrate an increase in the paid / total bookings ratio by focusing on above recovery procedures (incl all duplicate bookings).
• Weekly monitoring of website pricing aligned to price comparison procedures performed against other OTA's / major brick and mortar agencies to ensure Travelstart remains price sensitive.
• This includes updating and keeping track of the master commission's sheet.
• Implementation of standardised operations processes and policy - liaison with International Operations Manager.
• Responsible for the agents objectives and set up of a bi-annual appraisal process for the team
• Responsible for standard weekly reports (e.g. "operation clean shop" to JN, price comparison report). Please note reporting is required to be submitted timely as per set deadlines and all relevant action required to be flagged - responsibility for timely submission and taking ownership on anomaly results lies with each relevant team lead for each market.
• Ensure that queries in Travelstart info mails are responded to in a timely and effective manner.
• Professionally process sales and / or customer service calls and monitor all incoming & out going calls.
• Respond to customers queries across all relevant communication channels within a pre-determined time-frame
• Resolve customer issues with Travelstart core values of "romancing the customer" in mind.
• Offer products and extras to clients.
• Ensure that all staff adheres to work schedule provided.
• Recovery of failed or cancelled bookings
• Calculation and quotation of flight and schedule changes.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints and comments, as well as actions taken. Obtain and evaluate all relevant information to handle enquiries and complaints.
• In-charge of overall Credit Card payments with relevant CSA / recovery agents.
• Responsible for the timely distribution of mails and ensure that all mails are responded to on a timely and most customer friendly manner.
• Responsible for scheduling the monthly roaster for all staff and ensuring that every shift is manned at all times.
• Ensure that all incoming calls are answered timeously.
• Constantly evaluating the way and manner incoming calls are answered and making corrections where necessary.

Technical Skill Requirements

• Minimum of 3 years in a Travel Agency
• Minimum of 5 years' experience in the travel industry
• Strong knowledge of the affiliate marketing industry in Nigeria
• Strong understanding of both legal and ethical travel agency operations practices
• Fluent in prospecting, contacting and recruiting potential customers
• Comfortable with public speaking and being an ambassador at trade shows for Travelstart
• Minimum educational qualification of a University degree.
• Ability to coordinate and multitask; organised
• Calm and effective approach to all obstacles and scenarios
• Time Flexibility
• Good knowledge of online travel agency operations.
• Sound customer service orientation.
• Fair Knowledge of applicable GDS (Amadeus & Fare Logix- SPRK).
• Ensuring that all working tools needed for daily office operations are working effectively (Internet,Phone lines etc)

Key Relationships/ Interactions:

• Country Manager - Nigeria
• Head of International Operations - CapeTown
• Location: Travelstart Lagos, Nigeria.

Application Closing Date
30th September, 2014.

How to Apply
Interested and qualified candidates should send their CV's to: [email protected]
The reference for this opportunity is "Operation Manager" please insert this into the subject line of your email application.

Note: Any applicants not meeting the minimum requirements will not receive a response.