RECRUITING :
OPERATIONS DIRECTOR M/F
on permanent contract in Paris (75)
THE COMPANY:
Created in 2016, Hello Travel is a pioneering company specializing in discovery and adventure trips for small groups. It displays a strong mission with human values, sharing and discovery, embodied by its brands. Travel Friends and The Adventurersrecognized and acclaimed by its customers.
THE POSITION:
POSITION DEFINITION:
The Operations Director (COO) ensures the proper functioning of the Tour Operator department including: production, transport, sales, customer services and operations both on a managerial and operational level.
SCOPE:
• Reporting to the general manager, he guarantees the efficiency of his team to offer the best possible service to the company's customers in terms of attractive product offering and quality of execution of the services attached to it.
• He participates in managing the company's performance and contributes to achieving the profitability objectives set by general management.
• He is part of the company's management committee and participates in regular business analysis points as well as in the development of forecast budgets
• It sets, in collaboration with management, the KPIS inherent to the different professions
• He ensures the management and coordination of the tour operating team (4 services: production, transport, operations, commercial support and customer service) he is the real conductor of this division
• He ensures exchanges with external service providers if necessary
• He works in close collaboration with the marketing, Tech and support functions and ensures excellent transversality between the different services
• He assists the managers of his various departments in their HR missions: recruitment, management of their teams, establishment of KPIS
MISSIONS :
Production
• Manage the production director
• Leads and drives the evolution of the product catalog in accordance with the company's marketing and overall strategy
• Establishes product range specifications in conjunction with the marketing department
• Establishes forecast budgets for departing passenger volume
• Guarantees compliance with the seasonal release schedule of products and stocks put on sale
• Guarantees compliance with good land margins on products
• Leads end-of-sales meetings to ensure a good balance between offer/margin and fill rate
• Leads production department restructuring projects and ensures the proper execution of the processes put in place in order to gain efficiency and productivity
• Works with the production director to achieve the NPS objectives set annually by the management committee, in collaboration with our service providers and product managers
• Participates in negotiations with strategic accounts and maintains good relations with suppliers
• Enforces service provider specifications at destination, respect and visibility of the brand at destination
Transportation and Operations
• Manage the Transport and Operations Director
• Support the department in the development of the Dynamic Packaging project cross-functionally with management and the tech development team
• Supports the transport director and arbitrates with her the air contracting volumes
• Guarantees compliance with good air margins on products packaged with flights
• Establishes and enforces processes relating to the operation and travel log service as the offer evolves and the different particularities of the products
Support commercial
• Manage the sales director
• Establishes the objectives to be achieved in accordance with the company's annual objectives
• Support the sales director in performance audits of the sales support team in order to optimize the skills of team members and streamline the various missions
• Ensures that the customer experience when purchasing is the best possible in terms of advice and support
• Has a mission of guarantor of the company's legal obligations in terms of sales to customers
Customer service and quality
• Manage the sales back office manager, service before departure and at destination, after-trip service and quality
• Ensures that we provide quality service and support to our customers throughout their post-purchase experience: before departure, at destination and upon return
• Writes and applies the processes inherent to the different missions of the service
• Provides legal support to the team and arbitrates major compensation cases
• Writes the company's legal documents in collaboration with a law firm: CGVS, service provider contracts, etc.
• Arbitrate the moderation of opinions in case of doubt of the team
• Manages crisis situations and runs an on-call customer assistance schedule for weekends and evenings
• Supervises various quality reporting for internal and external purposes (NPS, disputes)
PROFILE WANTED:
• Bac + 5 training or with solid operational experience with a Tour operator in a similar position (minimum 5 years) ideally having worked in different positions with a Tour operator
• Equipped with very strong managerial skills
• With excellent knowledge of the travel industry and markets in particular that of small group travel (GIR)
• Good command of eCommerce and B2C sales
• Professional network developed in the world of travel
• Mastery of different office and IT tools (mac, reservation software, CRM, etc.)
• Mastery of one or more languages
• Good knowledge of the tourism code
• Good process culture
Soft skills
• Very strong leadership, charisma balanced by humility and kindness
• Sharp sense of diplomacy, developed relational intelligence
• Quality of listening, strong open-mindedness to external ideas
• Autonomy, proactivity
• Loyalty and keeping of commitments
• Excellent oral and written communication
• Self control in any situation
CONDITIONS :
Position based in Paris to be filled in Permanent contract as soon as possible
Remuneration : According to experience
Benefits offered by the company : teleworking 2 days per week, 100% health insurance coverage
Conduct of interviews : 3 interviews with CEO, HR and other managers
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