Overview
Contrat
Localisation
Milan
Référence
R-23994
Catégorie
Bureaux
Responsibilities
* Lead Customer Relation and crisis cell with efficient solutions to increase Customer Loyalty
* Create and communicate a non-crisis process to respond to Customer request, boost sales and increase loyalty (follow-up Tripadvisor, after-stay OBC comments, emitted Buono, FTC conversion), 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.
* Source and negotiate the most appropriate offer for individuals and groups in line with the country’s strategy and build trustworthy connections with airlines companies
* 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 pay-outs 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 Italy stakeholders 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
* Ensure the maximum fluidity of sales and quality of services and coach the salesforce to be autonomous
* 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
* 24 / 7 Transport Availability
* Organize shifts and accountability for weekends and nights in order to guarantee 24 / 7 support to Customer
* Define perimeter of interventions and set proactive actions to ensure Customer assistance in case of Transport issues (strike, cancellation, etc.) and give prompt response to complaints and help requests
Profile requested
* Job experience: Experience in the Sales industry & / or Concierge industry, Transport, team leadership, Customer Relations
* Team management (evaluation, coaching, development), act in line with the Group and Cluster strategy, anticipating.
* Argumentative skills, client oriented.
* CXO, NA, Amadeus, Oracle, Excel, Word, Outlook
* Entrepreneurial spirit, persistent & demanding, open-minded, team player.
* Target oriented.
* Languages
* Italian, French or English is a plus
* Vous travaillerez en Bureaux
* Vous travaillerez au sein d’équipes multiculturelles et bienveillantes
* Vous serez acteur de votre évolution professionnelle grâce à une forte politique de mobilité interne et internationale
* Vous participerez à faire vivre des moments inoubliables à nos clients
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