Key Responsibilities
Leadership & Team Development
- Build, lead, and mentor a high-performing customer experience team.
- Create training frameworks to ensure consistent, premium-level service delivery.
- Foster a customer-first culture across the organization.
Customer Experience Transformation
- Redesign service processes to deliver concierge-level support.
- Manage the full customer lifecycle-from inquiry to booking, trip execution, and post-travel care.
- Implement feedback systems (NPS, CSAT) to measure and enhance satisfaction.
Travel Operations Expertise
- Oversee complex travel arrangements, including flights, hotels, and ground services.
- Leverage knowledge of airline GDS systems (Amadeus, Sabre, Travelport) for ticketing, fares, and distribution.
- Optimize OTA and TMC partnerships to enhance customer offerings.
Technology & Innovation
- Deploy and optimize CRM and support platforms (Salesforce, Zendesk, HubSpot).
- Integrate digital tools to automate workflows while maintaining a human touch.
- Explore opportunities to enhance member engagement using Web3, blockchain, or NFT-enabled solutions.
Requirements
- Minimum 5+ years of leadership experience in customer management within the travel industry.
- Proven hands-on experience with both OTAs (Expedia, Booking.com, etc.) and TMCs (American Express GBT, BCD Travel, CWT, etc.).
- Strong knowledge of GDS systems (Amadeus, Sabre, or Travelport), fare structures, and hotel distribution channels.
- Demonstrated success in managing end-to-end customer service operations.
- Experience in training, coaching, and developing teams.
HOW TO APPLY:
Interested applicants, kindly send your resume in MS WORD format to (at)trustrecruit.com.sg
We regret only shortlisted candidates will be notified.
Important Note: Trust Recruit Pte Ltd is committed to safeguarding your personal data in accordance with the Personal Data Protection Act (PDPA).
Please read our privacy statement on our corporate website www.trustrecruit.com.sg.
Trust Recruit Pte Ltd
EA License No: 19C9950
EA Personnel: Kenneth Tan Guan Quan
EA Personnel Reg No: R1550240
