Customer Care and Transport Manager Benelux

He/she is responsible for Customer Satisfaction and Customer Loyalty and for Transport plan &Transport Margin and for optimising Transport to use as a Sales booster

His main missions are the following :

• Create and communicate a non-crisis process to respond to Customer request, boost sales and increase loyalty (follow-up Tripadvisor, Afterstay OBC comments, emitted buono…), 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.

• 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 payouts 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 Benelux about special offers for TO, airline news and evolutions, limits or restrictions

• 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

• 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

• Experience in the Sales industry & / or Conciergerie industry, Transport, team leadership, Customer Relations

• Group Sales policy, Club Med range of services and products, B2B and/or B2C sales conditions, call centre expertise, local commission rates and systems, sales processes, Discount process, Transport processes, CGV

• Team management (evaluation, coaching, development), act in line with the Group and Cluster strategy, anticipating.

• Argumentative skills, client oriented.

• CXO, NA, Amadeus is a plus, Oracle, Excel, Word, Outlook

• French & English: Dutch is a plus

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

• Target oriented.

• You’ll be working in multi-cultural and considerate teams
• You’ll be a key player in your own professional development thanks to a strong policy of internal and international mobility
• You’ll be part of creating unforgettable moments for our clients and our teams at the Resorts
• You’ll develop your skills by participating in the ambitious projects of a company looking to the future and innovation