Responsibilities:

Lead, supervise, and support the Experience Curation team, ensuring work is allocated effectively, performance standards are maintained, and team members receive ongoing coaching and development.
Review and approve itineraries, travel plans, vendor selections, quotations, and client communications to ensure quality, accuracy, and alignment with organisational standards.
Oversee visa processing activities and travel documentation management, ensuring compliance with destination requirements, timelines, and internal procedures.
Lead destination research and experience development initiatives, identifying new travel opportunities, destinations, and experience concepts that align with business objectives.
Manage vendor sourcing, negotiations, performance evaluation, and relationship management to ensure reliable service delivery and cost-effectiveness.
Monitor itineraries closely and proactively communicate confirmations, updates, changes, and advisories to ensure clarity, preparedness, and confidence.
Oversee trip logistics and operational readiness, ensuring bookings, itineraries, vendor confirmations, travel documents, and trip requirements are completed within established timelines.
Manage escalated client enquiries, complaints, special requests, and service recovery situations, ensuring timely and satisfactory resolutions.
Support content development initiatives by reviewing travel-related content, destination information, trip highlights, and experience narratives to ensure consistency with brand standards.
Monitor trip performance, client feedback, operational challenges, and service delivery outcomes, implementing continuous improvement initiatives where required.
Prepare and submit periodic operational reports, team performance updates, destination insights, vendor evaluations, and travel experience summaries to management.

Requirements:

Bachelor’s degree in Travel and Tourism. Business Administration, Communications, or related fields.
Minimum of 3 years’ experience in travel, tourism, hospitality, or customer experience, with at least 1 year in a supervisory or leadership role.
Strong leadership and team management skills
Excellent communication and stakeholder management skills.
High emotional intelligence and conflict-resolution skills.
Strong vendor negotiation and relationship management ability.
Strong organisational and multitasking skills.
Ability to remain calm and solution-focused under pressure.
Ability to manage multiple travel projects simultaneously.
Strong knowledge of travel planning, itinerary coordination, and documentation processes.
Understanding of visa application procedures, international travel requirements, and destination-specific regulations.
Working knowledge of customer communication best practices across email, messaging platforms, and social channels.
Ability to manage multiple requests, timelines, and dependencies simultaneously without loss of accuracy.
Strong documentation, record-keeping, and information management discipline.
Basic understanding of data protection, confidentiality, and secure handling of client information.