02 ago - Roma
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About Kuoni Tumlare
At Kuoni Tumlare, we deliver truly inspiring and innovative solutions and experiences that create value both for our Partners and Society at large. Our wide portfolio of products and solutions is built on 100+ years of destination management experience. Our solutions include series tours, technical visits, educational tours, Japan specialist travel consulting, as well as meetings, incentives, conferences, and exhibitions. Our product portfolio includes MyBus excursions at destinations as well as guaranteed departure tours devised and delivered by our Seat‑in‑Coach specialists, Europamundo (EMV) and MyBus Landcruise. We cater to a wide range of customer needs in close collaboration with our trusted suppliers and powered by our team of destinations experts, enabling us to make a real difference to the world.
About The Business
Our Destination Management services form the core of our business. Together with our destination experts, our sales and account management teams generate business by partnering with our customers (Tour Operators, Travel Agencies) to shape exciting itineraries suited to their traveler’s needs. We take care of everything from ground support, hotel bookings, sightseeing, restaurants, and local guides; all while providing 24/7 customer support so that travelers from over 50 countries can enjoy memorable travel experiences worry free.
About The Role
We are currently offering a position as Operations Team Leader to join our team in our Rome Office.
Job profile
Responsible for the team in charge of JTB operations, providing guidance and support to ensure high performance
Foster team engagement, mutual understanding,
and open communication to create a collaborative and supportive work environment
Coordinate daily operations to ensure high quality services for the end customers, meeting Japan market’s expectations
Plan and organize in advance operational activities and follow up on seasonal/monthly/weekly basis after the regular check of sales situation
Maximize company margins by managing supplier costs and optimizing revenue
Handle complaints generated by the team, ensuring prompt and effective resolution
Maintain, develop and implement standard operating procedures to improve efficiency and effectiveness, securing alignment to compliance standards in the system
Manage any relevant task/project related to the operational business, in close cooperation with the Team Manager
Communicate with Japan Sales to ensure all operational tasks are handled on time and within deadlines
Collaborate with other departments to enhance service offerings and customer satisfaction
Key Activities
Manage timelines and deadlines related to assignments
Assign and distribute workload among team members to optimize efficiency and productivity
Ensure the best margin possible by monitoring team’s performance
Close communication with Sales offices,
securing each team member advises sales about any potential problems with the itinerary or services
Close communication with suppliers in a way both sides are satisfied
Monitor and evaluate team performance, providing regular feedback and coaching
Assist in training and onboarding new team members
Collect and analyze all the business related statistics
Prepare and present reports on team performance and operational metrics to Team Manager
Monitor the deposit accounts for attractions to ensure the team can successfully book them
Collaborate with Finance Team to adjust any invoice discrepancies in the system
Contribute to Tarif yearly maintenance and ensure consistency with contracts and supplier invoicing
Reporting structures and key relationships
Reporting to the Manager
Closely work with external suppliers
Daily interaction with Planning, Customer Service, Sales and all departments
Required Skills
Proven experience in operations management (experience in Tourism is a plus)
Knowledge of the business area, clients and suppliers
Understanding of Japanese culture and expectations
Good Japanese, English and Italian speaking capability
Ability to plan, prioritize, and execute operational activities
Strategic mindset with a focus on efficiency, profitability, and customer satisfaction
What We Offer
Opportunity to work in an international environment
Diverse & Inclusive culture
Learning and training opportunities for growth
Dedicated Employee Engagement Activities
Flexible & Hybrid Working
Compensation Range (Annual Gross Salary): €40.000 - €45.000
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