Sr Manager - Product & Operations

A leading Travel Company is looking for a Senior Manager - Product & Operations

Location: Mumbai

RESPONSIBILITIES

- Responsible for the design, preparation and implementation of all tour elements and components that are involved in the creation and operation of each tour series.

- Responsible for the matters pertaining to the product enhancements and tour feedback and customers as well as from internal staff.

- Excellent in understanding the product standards and ensure their tours are compliant.

- Creating and executing tour budgets to plan and updating budgets post finalization for accurate financial planning.

- Close interaction with the Operations Services Team to maintain an awareness and understanding of functionality and with the Reservations and Sales team to know what is needed to close sales.

- Product Managers are expected to respond to questions, problems and crises as they are presented from both internal sources - tour directors, reservations, sales and management and external sources - customers, guests, suppliers.

- Responsible for gathering all the data on the product or destination.

- Maintain and share with Purchasing Team a thorough awareness of current and potential suppliers for assigned tours/region, and general awareness of all Tauck suppliers, including site visitations and attendance at industry functions and trade shows as necessary and appropriate

- Oversee and facilitate the research and fulfillment of special tour requests such as dietary restrictions, handicapped rooms, wheelchair assistance, individual transfers, joining and general itinerary information, and advance pre/post tour hotel reservations for pre - formed groups when indicated by the Sales Department. This includes subsequent communication with customers and suppliers as necessary and appropriate.

- Act as “first point of contact” standpoint. This includes responding to all inquiries within 24 hours

Participation in sales programs including but not limited to, product presentations/training to Sales and Marketing staff, Reservations staff, management, and consumer and travel agent groups as necessary and appropriate process in all itinerary revisions and accordingly reporting changes for the broader audience

Understanding customer needs and pain points and define the product working with cross functional teams.

- Constant interaction with customers and suppliers as well as with internal team and analyze the demand and supply for the past years and forecast future requirements.

- Responsible for secure and structure best deals and sufficient inventory for the customers.

- Responsible for yearly product plan and financial targets and working towards achieving the target.

- Regularly managing and taking ownership of the product

- Responsible for preparing benchmark report on competitors and keeping a track on regular basis.

- Monitoring the performance metrics and coordinate with various teams to take corrective actions

- Regular interaction with technology team to develop a deep understanding of customers, identify gaps in core product functionality and help build right set of features and track adoption for same.

- Drive customer conversions and increase customer delight via system interventions as well as impactful contacts/leads management

- Responsible for preparing the contracts of various customers/vendors/suppliers.

- Interact with finance and accounting team to identify key cost and revenue drivers for product areas, obtain financial evaluations from finance team for new business options

- To manage operational issues such as fulfillment, external partner relationships, and other compliance and customer conversion, interact with various support teams within the organization such as technology, design, marketing.

- Escalations handling by working with customer support team and make sure that customers are satisfied with the services provided by company's team. Conduct quarterly/half yearly/yearly customer satisfaction survey to improve the quality of services.

- Defining a strategic creative direction for product and marketing communication

Research to gain better understanding about the behaviour of customer and competitors. Collating the data from various sources like consumer research, partners, vendors, suppliers to develop insights and translate findings into action.

- Gather detailed functional requirements and create product requirement (PRDs) and other documents to support rapid development and effectively manage trade - offs between costs/schedules versus customer benefits

- To manage the PRDs, flow diagrams and wire frames are properly translated to live site and take charge of problem resolution upon launch of new features.

Desired Profile

- Good negotiation skills to get the best value for the product or service they are sourcing.

- A creative mind to be able to come up with new product ideas and the ability to research these products or destinations. Ability to put together packages and tours.

Kindly send you updated CV at the earliest or refer the same to friends and colleagues.

Juhena Rodrigues
Avenues Consulting
Mumbai
DIRECT : +91 22 265546606
URL: www.avenueshr.com