Success Team Manager

Travelopia

  • San José
  • Permanente
  • Tiempo completo
  • Justo ahora
Since 1990, Europe Express has been a trusted partner to travel advisors, offering customized European travel at competitive prices for both independent and group travelers.We are passionate about the wonders of Europe and committed to delivering exceptional client experiences. By equipping travel advisors with in-depth destination training and unparalleled resources, we empower them to succeed at every stage of their careers.Come work with us and be part of a team that values collaboration and has a passion for crafting memorable holidays.We are looking to hire a Success Team Manager to join our team! Reporting to the Director of Marketing and Partnerships, you’ll be responsible for leading the After Sales Consultants team. This role is pivotal in improving team performance and delivering outstanding service to our travel advisor partners. The ideal candidate is a strategic problem solver who excels at guiding others, relies on data-driven decision-making, and is skilled in cross-functional collaboration.What we’ll offer:
  • An extra 3 vacation days each year
  • Birthday Off
  • Employee Assistance Program
  • Employee Group Travel Benefits
  • Hybrid working
What you’ll do:Team Strategy and Execution:
  • Develop and implement after-sales strategies that align with company goals and revenue targets.
  • Track and analyze critical metrics, including communication SLAs, customer concern rates, team member attainment, and forecast accuracy to ensure targets are met or exceeded.
Team Leadership and Development:
  • Manage and mentor the leadership team through consistent 1:1 coaching and performance feedback.
  • Quickly address performance gaps with individualized development plans that get results.
  • Cultivate a high-performance culture rooted in accountability, transparency, and continuous learning.
Operational Excellence:
  • Leverage CRM tools (e.g., HubSpot) to develop team performance.
  • Partner with Product, Inside Sales, and Operations to align Success Team efforts with broader business initiatives.
Customer Engagement:
  • Ensure the team delivers a personalized experience tailored to the needs of the travel advisor.
  • Champion customer satisfaction and loyalty through proactive engagement and service excellence.
What you’ll bring:Customer support, with at least 3 years of experience in a direct leadership role.Must be able to work on-site in the office 3 to 4 days per week.Proficiency in analyzing performance results and using data to inform decisions and improvements.Passion for European travel and understanding of the travel advisor ecosystem.Proficiency in MS Office products, reservations systems, HubSpot (CRM), and GDS (preferably Amadeus).Customer-focused approach with a dedication to delivering high-quality service and solutions.Experience managing remote or hybrid teams.Multilingual with an elevated level of verbal and written communication skills in English.Excellent presentation and public speaking skills.Proven track record of working under pressure and meeting deadlines; ability to adapt to changing priorities and work in a fast-paced environment.We believe people perform best when they can be their true selves, and diverse teams drive better results. We’re committed to fostering a diverse, equitable, and inclusive environment where everyone can succeed.Travelopia ensures an inclusive work environment for all. If you need accommodations during the recruitment process, please advise us here: Talent@Travelopia.com#LI-CA1 #LI-HYBRID

Travelopia