Customer Care & Transport Executive

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    Customer Care & Transport Executive
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    Contratto a tempo indeterminato



    Riferimento dell’offerta


    Pursue Customer Satisfaction by managing Transport Efficiency, fostering positive Customer relationships and managing crisis cells with efficient and reassuring solutions for Customer.

    Mission 1 : Lead Customer Relation and crisis cell with efficient solutions to increase Customer Loyalty

    Create and communicate a non-crisis process to respond to Customer request, boost sales and increase loyalty (follow-up Tripadvisor, after-stay OBC comments, emitted Buono, FTC conversion), roll out and measure with simple KPIs.
    Create and communicate Crisis processes with Monitoring board. Define crisis cell, steps to manage it, people involved (Sales, Customer, Marketing, Operations, Finance, Lawyer), KPIs to follow.
    Structure and manage the compensation system following global guidelines. Approve appropriate compensation and measure the ROI. (Level of crisis suggested solution based on Customer loyalty program).
    Handle and manage relations with lawyers when necessary.
    Lead and anticipate crisis situation, providing quick solutions and reassuring Customer.

    Mission 2: Source and negotiate the most appropriate offer for individuals and groups in line with the country’s strategy and build trustworthy connections with airlines companies

    Find the most appropriate transport offer on the market in line with the country's strategy and with corporate security rules, and adapt if necessary
    Negotiate best fares and conditions with partners and formalize contracts (including IT & marketing contracts, Net fares, override pay-outs best cancellation conditions, seats allocation and best seat sale)
    Build and recommend transport prices for season opening
    Proactively communicate with /meet Airlines stimulating and co-coordinating joint promotions
    Build and maintain relations with Airline Companies in order to pursue positive cooperation and push extended support for our customers
    Update constantly the team and Club Med Italy stakeholders about special offers for TO, airline news and evolutions, limits or restrictions

    Mission 3 : Optimize the transport margin without harming Club Med competitive positioning, evolve the stop over program (attractive, simple with add value) and integrate tailor made

    Monitor the transport margin with the RAF during closing, forecast and budget process
    Follow-up prices very carefully, and adjust prices in the system (NA) if necessary (fuel surcharge, taxes…)
    Monitor capacity and risks and take action if needed with airlines and other T.O.s
    Getting refunds on airport taxes for non-consumed flights
    Monitor and evolve constantly the stop over program guaranteeing attractiveness and value
    Pursue the successful implementation of tailor made

    Mission 4: Ensure the maximum fluidity of sales and quality of services and coach the salesforce to be autonomous

    Follow-up charters committed seats: increase / decrease of capacity according to sales evolution, alert the Country Manager immediately when applicable
    Optimize the leading of manual request: Answer manual request and find proactive solutions to decrease the number of manual requests
    Constantly identify new transport axis and communicate to the Transport Coordinator new transport axis and define common action plans
    Supervise Charters & negotiated fares programming, charters ticketing, ferry, transfers, miscellaneous operational tasks and relations with potential airport partner
    Ensure tickets and E-tickets are sent on time, according to internal procedures
    Ensure the overall GMT satisfaction

    Ensure appropriate sales team/ customers information
    Manage the ticketing for GO staff & GO villages
    Identify training needs on sales tools, Product knowledge expertise and Sales Techniques
    Create, roll out and monitor KPIs of Training plan

    Mission 5: 24/7 Transport Availability

    Organize shifts and accountability for weekends and nights in order to guarantee 24/7 support to Customer
    Define perimeter of interventions and set proactive actions to ensure Customer assistance in case of Transport issues (strike, cancelation, etc.) and give prompt response to complaints and help requests

    Profile requested

    Job experience : Experience in the Sales industry & / or Concierge industry, Transport, team leadership, Customer Relations
    Team management (evaluation, coaching, development), act in line with the Group and Cluster strategy, anticipating.
    Argumentative skills, client oriented.
    CXO, NA, Amadeus, Oracle, Excel, Word, Outlook

    Entrepreneurial spirit, persistent & demanding, open-minded, team player.
    Target oriented.

    Languages : Italian, French or English is a plus


    Voi lavorerete Negli uffici

    • Lavorerete in team multiculturali e di assistenza
    • Sarete un attore chiave nel vostro sviluppo professionale grazie a una forte politica di mobilità interna e internazionale.
    • Parteciperete a far vivere ai nostri clienti e ai nostri team nei Villaggi momenti indimenticabili.
    • Svilupperai le tue capacità partecipando ai progetti amichevoli di un'azienda lungimirante e innovativa.

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